Refund policy

Last updated: November 21, 2025

At Fiorivive, we want every customer to feel fully confident and satisfied with their purchase. Lighting products require special care during handling, installation, and return shipping. Therefore, we have established the following detailed Return & Refund Policy to ensure a smooth and secure experience for all customers.

1. Return Window

You may request a return within 90 days from the date of delivery.

2. Return Shipping & Fees

  • Return shipping is FREE for all eligible return requests.
  • We do not charge any restocking fees.
  • We will provide a prepaid return label once your return is approved.

3. Eligibility for Returns

To qualify for a return or exchange, the item must meet the following conditions:

3.1 General Eligibility

  • Item must be in new, unused condition, without signs of installation.
  • All original packaging, manuals, screws, brackets, remote controls, installation accessories, and protective materials must be included.
  • Product must not be modified, altered, rewired, or tampered with.

3.2 Non-Returnable Items

Due to safety and handling standards, the following items cannot be returned:

  • Items that were installed, wired, or connected to an electrical source
  • Items with broken, missing, or damaged components not caused by shipping
  • Clearance or final-sale items (if applicable)
  • Custom-made or personalized lighting (if applicable)

4. Lighting-Specific Precautions

Lighting products require careful inspection before installation. To avoid return complications, please:

  • Check all accessories, screws, arms, shades, and components before installing.
  • Confirm the correct voltage (110V / 220V) for your region.
  • Ensure the dimensions fit your room or ceiling height.
  • Test the light before installation, if safe and applicable.
  • Do not attempt installation if any component appears damaged contact us first.

5. Video & Photo Evidence Required

To protect customers from receiving faulty items and to protect us from fraudulent claims, we require:

5.1 For Damaged or Defective Items

Please provide:

  • A clear unboxing video showing the package condition, the product inside, and the defect.
  • Photos of the damaged areas or missing parts.
  • A short video demonstrating the issue (e.g., light not working, flickering, wrong color, etc.)

5.2 For Wrong Item Received

Please provide:

  • Full product video
  • Packaging label
  • Model/variation received

Return requests cannot be approved if evidence is incomplete or tampered.

6. Return Process

1. Submit a request via email or the contact form with:

  • Order number
  • Reason for return
  • Required photos/videos

2. Our team will review your case within 1-3 business days.

3. If approved, you will receive:

  • A prepaid return shipping label
  • Packaging instructions to ensure safe transport

3. Once the item reaches our warehouse, a quality inspection will be completed (3–5 business days).

7. Refund Policy

  • Refunds take 10-15 business days, depending on your bank or payment provider.
  • Refunds will only be processed to the original payment method used during checkout.
  • If you used a credit/debit card, processing times depend on your bank.
  • If your bank declines or delays the refund, you may need to contact your bank for further assistance.

8. Exchanges

We offer one free exchange for:

  • Wrong color variation
  • Wrong size/light wattage
  • Items damaged in transit

If your preferred replacement is out of stock, you may choose:

  • A full refund
  • Exchange to a different item (price difference may apply)

9. Lost or Stolen Packages

If tracking shows your package as delivered but you did not receive it:

  • Contact the carrier first.
  • If unresolved, contact us and we will assist with an investigation.
  • Replacement eligibility may require a police report or carrier confirmation.

10. Cancellations

  • Orders can be cancelled within 6 hours if not yet shipped.
  • After shipping, cancellation must go through the return process.

11. Safety Notice

Lighting products involve electrical components. Please ensure:

  • Installation is performed by a licensed electrician (recommended).
  • Do not install damaged products.
  • Do not attempt to repair faulty wiring yourself.

Improper installation voids return eligibility and may risk safety.

12. Contact us

If you have questions regarding this Return and Refund Policy or require assistance with your return, please do not hesitate to contact us.

Store Name: Fiorivive

Email: info@fiorivive.com

Address: 200 South Biscayne Boulevard, Miami, Florida 33131, United States

Operating Hours: Monday to Friday, 08:00 AM - 05:30 PM (GMT-5)

Contact Page: https://fiorivive.com/pages/contact

Your feedback is highly valuable to us, and we aim to respond to all inquiries within 48 business hours.