General Terms
Vivid Gardeners reserves the right to update the rules when necessary, and the updated version will be published on
https://vividgardeners.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Vivid Gardeners immediately. All buyers are deemed to accept the rules if they are using the services provided by Vivid Gardeners. Vivid Gardeners’s policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 20 days of the delivery date. If the period exceeds, Vivid Gardeners reserves the right not to provide any after-sales service.
Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Vivid Gardeners via
Contact Us.
If Vivid Gardeners cannot fulfill the buyer’s order within the order processing time (due to no stock or other conditions), Vivid Gardeners has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, Vivid Gardeners must provide a prepaid return label within 3 business days. Refund will be issued once the return shows as
in transit on the logistics website.
Vivid Gardeners shall not accept after-sale requests for
non-defective remorse returns, unless approved under policy. If accepted, a
restocking & repacking fee (not exceeding 35% of order total) may apply.
Vivid Gardeners must refund within 3 business days or redeliver within 5 business days when applicable.
1. Refund Request Timing
- Unshipped Orders: Refund requests must be processed within 3 business days. If Vivid Gardeners fails to respond, the order will be refunded.
- Shipped Orders: Refund requests must be processed within 10 business days. If no action is taken, the order will be refunded.
2. Goods Returned in Transit
If the package is returned during transit, refund within 3 business days or redelivery within 5 business days applies.
3. Goods Destroyed in Transit
If goods are destroyed in transit with proof, Vivid Gardeners must refund or redeliver (3-5 business days). Evidence required:
- Photos or videos of damaged item
- Screenshot of complaint (PayPal, email, etc.)
- Return of goods if requested
3.1 Orders Delayed
- USA: 45 days
- Brazil: 110 days
- Vivid GardenersPacket Liquid Line: 100 days
3.2 Orders not Received
No refund if tracking shows delivered, unless buyer provides non-delivery certification.
3.3 Products Damaged
- Full refund/replacement if badly damaged
- Partial refund if minor damage
3.4 Incorrect or Missing Products
- Incorrect products → full refund or replacement
- Wrong color/size → refund or resend
- Missing parts → partial refund or resend
4. Wrong Receipt Information
If the buyer entered incorrect receipt info, correction or cancellation is not guaranteed. If shipped, buyer must contact logistics directly. If goods are returned in good condition, refund/redelivery applies (buyer pays redelivery fee).
5. Defective Products
If proof is valid, refund within 3 days or redelivery within 5 days. Invalid proof → refund request rejected.
5.1 Incorrect or Missing Products
- Incorrect product → full refund/replacement
- Wrong color/size → refund/resend with proof
- Missing parts → partial refund/resend
5.2 Service Products
Disputes from non-Vivid Gardeners suppliers are not accepted.
6. Logistics Issues
- Invalid tracking info → refund if not corrected in 4 business days
- No tracking updates >7 days → refund
- Shipping delay >10 days beyond ETA → refund
- Force majeure → no liability
- Destination limits apply (see restricted countries)
7. Other
During holidays, COVID-19, abnormal weather, Vivid Gardeners will assist buyers but no liability for delays/damage.
7.1 Return
Products can only be returned to US warehouses, but high risk of loss/damage.
7.2 Orders Cancellation
- Full refund before processing
- POD/pre-order/video orders cannot be canceled after payment
7.3 Deadline of Opening Dispute
No disputes allowed after order status is closed.
7.4 Unacceptable Disputes
- Buyer dislike
- Unusual smell
- Incorrect shipping address
- Negotiated product differences
8. Attention
If buyers are unsatisfied with Vivid Gardeners’ solution, they must open a dispute with Vivid Gardeners to resolve the issue.
