Product Support & Warranty

At DECOVIV, we are committed to providing reliable artistic home decor products and a clear support experience for every customer.

Each product is carefully selected and inspected before shipment. If your product arrives damaged, defective, or develops a qualifying issue during the applicable support period, our customer support team will work with you to provide an appropriate solution.

90-Day Limited Warranty

Most DECOVIV products purchased through decoviv.com are covered by a 90-day limited warranty, beginning from the date your order is delivered.

This warranty applies to eligible manufacturing defects or product quality issues that occur during normal intended use.

Depending on the circumstances, we may provide:

  • A replacement product
  • A replacement component or accessory, where available
  • Store credit
  • A refund, where appropriate

The specific solution will depend on the nature of the issue, product availability, and the circumstances of the warranty claim.

What Is Covered

Our limited warranty may cover issues such as:

Manufacturing Defects

Defects in materials or workmanship that affect the normal appearance, structure, quality, or functionality of the product.

Material and Structural Issues

Eligible issues involving:

  • Product structure
  • Material quality
  • Craftsmanship details
  • Surface finish
  • Construction quality
  • Product components affecting normal use

Such issues must occur during normal intended use and not result from misuse, improper handling, or external damage.

Natural Decorative Product Defects

Problems with the product's construction, assembly, or materials that are not caused by accidental damage, improper handling, modification, or misuse.

Products Damaged on Arrival

Items that arrive broken, damaged, defective, or unusable due to shipping or handling may be eligible for warranty assistance.

What Is Not Covered

The warranty does not cover damage or issues caused by:

  • Accidental drops, impacts, cracks, or breakage
  • Improper handling or storage
  • Misuse or use outside the product's intended purpose
  • Exposure to excessive moisture, water, heat, chemicals, or unsuitable environments
  • Normal wear and tear
  • Natural characteristics of materials
  • Cosmetic changes caused by regular use
  • Unauthorized repairs, modifications, or alterations
  • Damage caused by improper cleaning or maintenance
  • Loss or theft
  • Damage occurring after the applicable warranty period

Minor variations in color, texture, surface details, natural patterns, shape, or decorative elements are generally not considered defects.

These variations are natural characteristics of DECOVIV products and reflect the uniqueness of materials and handcrafted-style designs.

Damaged or Defective Items

If your DECOVIV product arrives damaged, defective, or with missing components, please contact us as soon as possible after delivery.

To help us review your request quickly, please provide:

  • Your order number
  • Your full name and email address
  • A brief description of the issue
  • Clear photos showing the problem
  • A short video demonstrating the issue where possible
  • Photos of the packaging if the item was damaged during shipping

Please keep the original product and packaging until our customer service team has reviewed your request.

How to Make a Warranty Claim

To submit a warranty claim, contact our customer service team through the contact information listed on our website.

Please include:

  • Order number
  • Product name
  • Description of the issue
  • Supporting photos or videos

Our team will normally review your request and respond within 24–48 business hours.

Additional information may be requested if necessary to confirm the issue and determine the appropriate solution.

Replacement Products

If a replacement is approved, we will make reasonable efforts to provide the same product.

If the original product is unavailable, we may offer:

  • A comparable replacement product
  • A replacement component where available
  • Store credit
  • Another appropriate solution

Replacement availability may vary depending on current inventory.

Refunds

Warranty approval does not automatically guarantee a cash refund.

Refund eligibility is determined according to the nature of the issue and our applicable Return & Refund Policy.

When a refund is approved, it will normally be issued to the original payment method.

Processing times may vary depending on your bank or payment provider.

Returns and Warranty Are Different

Our Return & Refund Policy applies when you wish to return an eligible purchase within the applicable return period.

Our Limited Warranty applies to qualifying manufacturing defects and product-related quality issues.

Please review our Return & Refund Policy for complete information regarding returns, refunds, and eligibility requirements.

Shipping Damage

If your package appears damaged when delivered, we recommend taking photos of the package before opening it.

If the product inside is damaged, please contact our customer service team and provide photographs of:

  • The outer packaging
  • The shipping label
  • The damaged product
  • Any damaged internal packaging

This information helps us review your request more efficiently.

Product Care

To help maintain your DECOVIV art vases and decorative products in good condition:

  • Follow all included product care instructions.
  • Use the product only for its intended decorative purpose.
  • Handle ceramic, stone, glass, and natural material surfaces carefully.
  • Avoid unnecessary exposure to excessive moisture, heat, or harsh chemicals.
  • Use suitable cleaning methods and materials.
  • Avoid excessive impact, pressure, or dropping.
  • Store products properly when not in use.
  • Keep decorative surfaces clean and dry.

Improper use, handling, cleaning, or maintenance may affect warranty eligibility.

Consumer Rights

This limited warranty is provided in addition to any rights you may have under applicable consumer protection laws.

Nothing in this policy is intended to exclude or restrict any rights that cannot legally be excluded or restricted.

Contact Us

If you have questions about a product, warranty coverage, or an existing claim, please contact our customer service team.

Brand: DECOVIV

Website: decoviv.com

Legal Entity:
Hainan Haixiang Trading Co., Ltd.

Registered Address:
Room 2025-ZC-1076, Rainforest Space Incubator, Haikou Zhongguancun Information Valley Innovation Center, No. 1 Haoyuan Road, Nanhai Avenue, Jinyu Subdistrict, Longhua District, Haikou City, Hainan Province, China

Unified Social Credit Code:
91460000MAEEWLTF4X

Customer Support Email:
service@decoviv.com

We aim to respond to customer inquiries within 24–48 business hours.

DECOVIV — Natural Art Objects Inspired by Earth, Stone, and Forest.