Return Policy

Last Updated: October 15, 2026

This policy explains ordinary preference-based returns and the separate assistance available when a vase is damaged, defective, incorrect, or materially different from its description. It applies to purchases from arvenzru.com and supplements mandatory consumer rights.

Decide Whether You Would Like to Keep Your Item

For an ordinary change-of-mind return, contact service@arvenzru.com within 30 calendar days after delivery. For separately delivered items, the window is measured from receipt of the item being returned, subject to any more favorable legal rule for the order.

Eligible items should be unused and in their original condition, with included components and original protective packaging. You may carefully unpack an item to inspect it. Filling a decorative vase, placing it in use, altering it, or causing damage may affect eligibility for a voluntary return. Missing original packaging does not eliminate rights for a defective or misdescribed item, or statutory withdrawal rights where applicable.

Standard sale items remain eligible under these rules. Any lawful restriction for a genuinely personalized or made-to-order item must be clearly disclosed before purchase. No such exception removes remedies for defects, damage, or an incorrect item.

Request Instructions Before Shipping

Email your order number, the item or variant, and the reason for the return. For a product problem, include available photographs if safe and relevant. We aim to respond within 1–2 business days and explain the next step.

Once instructions are provided, dispatch an approved ordinary return within 14 calendar days and keep the postage receipt and tracking details. Tell us promptly if you need assistance. A request made within the return window is recorded by its submission date; a delay in our response does not make it late. Our administrative approval process does not postpone or restrict a statutory withdrawal right.

Return Destination and Packaging

Preference-based returns are directed to a designated return facility in China. The exact facility address and routing instructions are supplied by customer care for your order. Our registered business address is not automatically the correct return warehouse, and a sender address on a parcel may belong to a logistics provider.

International postage can be substantial for fragile items. You may contact us before buying or before requesting a return to confirm the return destination and obtain information needed to price postage. We do not promise a domestic return address or a free return label for preference-based returns.

Pack the item with sufficient cushioning to prevent movement and breakage. Use the original protective materials where possible and a service appropriate for fragile goods. Do not deliberately send broken glass, ceramic fragments, or other unsafe contents without agreed instructions.

Who Pays for Return Shipping

For an eligible preference-based return, the customer pays the return postage. We do not charge a restocking fee. Original outbound shipping is not normally refunded for a voluntary preference-based return, except where applicable law requires reimbursement.

For an item that arrives damaged, defective, incorrect, or materially misdescribed, we cover necessary return or replacement shipping and provide an appropriate remedy at no additional cost. We will arrange a suitable label, reimbursement, collection, or another practical solution before asking you to incur return costs.

Breakage and Other Product Problems

Stop using a damaged item and contact us as soon as reasonably possible. If safe, retain the packaging and send photographs of the damage, label, and outer box. An unboxing video is not required. Do not handle sharp fragments to create evidence.

We will review the issue and provide a replacement, refund, repair where practical, or another remedy consistent with your rights. We will not require acceptance of store credit instead of a refund to which you are entitled. A short notification period, lack of packaging, or a carrier's delivery scan does not automatically defeat a valid claim.

Refund Amount and Timing

For an approved ordinary return, we issue the refund to the original payment method within 5–10 business days after the returned item is received, including inspection. The refund is based on the amount actually paid for the returned item, including applicable refundable taxes. We explain any proposed lawful deduction; we do not apply automatic restocking charges.

Where a return is not required, we issue an approved product-issue refund within 5 business days of confirming the remedy, or sooner if required by law. Refunds for accepted unshipped cancellations are initiated within 2 business days. Your bank or payment provider may need additional time to show the credit.

If 10 business days have passed since receipt of your ordinary return without a refund notification, contact us with the return tracking number. Shorter mandatory refund deadlines take priority over these administrative timeframes.

Exchanges and Cancellations

Contact us before returning an item for an exchange. A replacement variant depends on availability and your agreement to any price difference. We do not substitute a different product without consent. For a standard order that has not been dispatched, you may request cancellation without a cancellation fee; see Terms of Purchase.

Statutory Consumer Rights

This policy does not reduce mandatory cancellation, conformity, warranty, or other consumer remedies. Where an EEA or UK statutory withdrawal right applies, you may generally notify us within 14 days after receipt without giving a reason and send the goods back within the legally allowed period. We reimburse the payments required by law, including standard outbound delivery where required, within the applicable deadline; withholding until receipt or proof of return is used only where legally permitted. You pay direct withdrawal return costs only where the law permits and these costs were properly disclosed. Any legally permitted deduction for handling beyond what is needed to inspect an item must be justified. Defect rights may continue beyond our voluntary 30-day window.

Store Operator and Contact Information

arvenzru is operated by Hangzhou Qingmu Jiyuan Network Technology Co., Ltd.

Registered Address: Room 2963, 2nd Floor, 40 Wenzhou Road, Gongshu District, Hangzhou, Zhejiang Province, China

Email: service@arvenzru.com

Telephone: +86 571 6373 2751

Website: https://arvenzru.com/

The registered address identifies our business. Please contact us for return instructions before mailing any merchandise.