Refund policy

Return & Refund Policy

Thank you for shopping with VividLad. We are committed to providing quality lamps and chandeliers, but if something isn't right, we're here to help. This Refund Policy outlines your options for refunds, returns, and exchanges, in line with our Shipping Policy and applicable laws, including Australian Consumer Law (ACL). Nothing in this policy excludes or limits your statutory rights under ACL, such as guarantees that goods are of acceptable quality, fit for purpose, and safe. If a product fails to meet these guarantees, you may be entitled to a remedy (e.g., repair, replacement, or refund) at no cost to you.

1.      Eligibility for Refunds and Returns


We offer refunds or replacements for faulty, damaged, or incorrect items. We do not accept returns for change of mind, as these are not required under ACL, but if we approve one at our discretion, it may incur fees (see below). All claims must be submitted within the timelines below, and we reserve the right to deny requests that don't meet our criteria or lack proof.

·         Damaged Items: Report within 2 days of delivery with photos of the item, packaging, and issues, plus your order information, to customerservice@vividlad.com. We'll investigate and provide a replacement or refund if verified.

·         Lost Items: If unresolved after 30 days from shipment (following contact with the carrier and proof provided), we'll reship or refund at our discretion.

·         Incorrect or Faulty Items: Report within 14 days of delivery if the item doesn't match the description or fails to work (e.g., non-functional lamp). Provide proof (e.g., photos/videos demonstrating the fault, detailed description), and we'll offer a replacement or refund.

·         Non-Delivery: If not received within estimated times (per Shipping Policy), contact us for tracking assistance. Refunds for non-delivery only after investigation confirms loss.

2. Return Process

  • Contact us at customerservice@vividlad.com with your order number, reason, proof of purchase (e.g., receipt or confirmation email), and evidence. We'll respond within 48 hours with instructions.
  • Approved returns must be shipped back in original packaging, unused (except for testing faults), within 7 days of approval. You cover return shipping costs unless the issue is our fault (e.g., damage in transit we caused).
  • For oversized items like chandeliers, we may arrange carrier pickup at your cost if not faulty.
  • Once received and inspected (typically 3-5 business days), we'll process your refund/replacement. Refunds are issued to the original payment method within 5-10 business days.

3. Exclusions and Limitations

  • No refunds for customs seizures, duties, or taxes (your responsibility per Shipping Policy).
  • No refunds or remedies for damage caused by improper use, installation, or modifications (e.g., incorrect wiring of chandeliers leading to faults).
  • No liability for damage from improper use, installation, or modifications.
  • Our liability is limited to the product price; we disclaim consequential losses (e.g., installation fees). This doesn't affect ACL rights.
  • Force majeure events (e.g., natural disasters) may delay processing without liability.

4. Restocking Fees

For any non-faulty returns we accept at our discretion (e.g., change of mind), a 15% restocking fee applies to cover handling and restocking costs. No fees for faulty items.

5. ACL Remedies

Under ACL, if goods have a major fault (e.g., unsafe, significantly different), you can choose a refund or replacement. For minor faults, we choose the remedy (e.g., repair). Contact us to discuss—proof may be required.

6. Changes and Contact

This policy ties into our Shipping Policy for lost/damaged claims. It was last updated on August 15, 2025. We reserve the right to amend it, with changes posted on our site.

For questions, email customerservice@vividlad.com.