At FIRVILYX, we are committed to offering thoughtfully designed trays and decorative pieces supported by a clear, reliable customer service experience.

Our collections bring together ORGANIC TRAYS, METAL TRAYS, and RESIN TRAYS, with an emphasis on distinctive forms, material character, and considered details. If your product arrives damaged, defective, or develops a qualifying manufacturing issue during the applicable warranty period, our customer support team will work with you to determine an appropriate solution.

90-Day Limited Warranty

Most FIRVILYX products purchased through firvilyx.com are covered by a 90-day limited warranty, beginning on the date your order is delivered.

This warranty applies to eligible manufacturing defects in materials or workmanship and qualifying product issues that arise during normal intended use.

Depending on the circumstances, the available resolution may include a replacement product, a replacement component or accessory where available, store credit, or a refund where appropriate.

The specific resolution will depend on the nature of the issue, product availability, the circumstances of the warranty claim, and applicable consumer protection laws.

What Is Covered

Our limited warranty may cover the following types of issues when they arise during normal intended use and are not caused by misuse, accidental damage, or other excluded circumstances.

Manufacturing Defects

Defects in materials or workmanship that materially affect the product's structure, construction, finish, or intended functionality.

Structural Defects

Qualifying issues involving the product's construction, shape, or structural integrity that are attributable to a manufacturing defect rather than accidental impact, improper handling, unauthorized modification, or misuse.

Material and Finish Defects

Eligible manufacturing defects affecting the product's material or surface finish, including significant abnormalities that go beyond the ordinary characteristics of the material and materially affect the product's intended appearance or use.

This may apply to qualifying defects in products from our ORGANIC TRAYS, METAL TRAYS, and RESIN TRAYS collections, subject to the individual product's characteristics and the terms of this warranty.

Products Damaged on Arrival

Products that arrive broken, cracked, chipped, structurally damaged, defective, or otherwise unusable due to shipping or handling may be eligible for warranty assistance or another appropriate remedy under our applicable policies.

Please contact our customer support team promptly after delivery and provide supporting photographs so that we can review the condition of the item.

What Is Not Covered

Unless otherwise required by applicable law, this limited warranty does not cover damage or issues caused by accidental drops, impacts, cracks, chips, or breakage; improper handling or storage; misuse or use outside the product's intended purpose; exposure to excessive moisture, water, heat, chemicals, or unsuitable environmental conditions; normal wear and tear; or cosmetic changes resulting from regular use.

The warranty also does not cover damage caused by unauthorized repairs, modifications, or alterations; improper cleaning or maintenance; loss or theft; or damage occurring after the applicable warranty period.

Minor variations in color, finish, texture, pattern, shape, or decorative details may occur due to material characteristics, manufacturing processes, and production batches. Such variations are generally not considered defects when they fall within reasonable product tolerances and do not materially affect the product's intended use.

For products featuring distinctive organic silhouettes, metal finishes, or artistic resin details, these inherent material and design characteristics should be distinguished from genuine manufacturing defects.

Nothing in this section excludes coverage or remedies that are required by applicable law.

Damaged or Defective Items

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

To help us review your request efficiently, please provide your order number, your name and email address, the product name, a brief description of the issue, and clear photographs showing the problem.

Where the item was damaged during shipping, please also include photographs of the outer packaging, inner protective packaging, and shipping label where available.

For visible defects such as cracks, chips, scratches, surface irregularities, or structural damage, close-up photographs showing the affected area will help us assess the issue.

Please retain the original product and packaging until our customer support team has reviewed your request and provided further instructions.

How to Make a Warranty Claim

To submit a warranty claim, contact our customer support team using the official email address listed below.

Email: service@firvilyx.com

Please include your order number, product name, a description of the issue, and supporting photographs or videos where relevant.

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

Additional information may be requested if necessary to confirm the nature of the issue, assess warranty eligibility, and determine the appropriate resolution.

Submitting a warranty claim does not automatically guarantee approval. Each claim will be assessed according to the product's condition, the reported issue, the applicable warranty terms, and relevant consumer protection laws.

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, or another appropriate solution, depending on the circumstances and applicable requirements.

Replacement availability may vary according to current inventory, product variations, and collection availability.

Any proposed alternative will be handled in accordance with the applicable warranty terms and consumer protection laws.

Refunds

Warranty approval does not automatically guarantee a cash refund.

Refund eligibility depends on the nature of the issue, the available remedies, our applicable Return & Refund Policy, and any mandatory consumer rights that apply to your purchase.

When a refund is approved, it will normally be issued to the original payment method unless another method is permitted or required.

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

Returns and Warranty Are Different

Our Return & Refund Policy applies to eligible purchases you wish to return within the applicable return period, subject to the relevant eligibility requirements.

Our Limited Warranty applies to qualifying manufacturing defects and product issues covered by the warranty terms during the applicable warranty period.

These policies serve different purposes and may provide different remedies depending on the circumstances.

Please review our Return & Refund Policy for complete information about return procedures, refund eligibility, and applicable conditions.

Nothing in this section limits any statutory rights you may have under applicable law.

Shipping Damage

If your package appears damaged upon delivery, we recommend taking photographs of the package before opening it, where reasonably possible.

If the product inside is damaged, please contact our customer support team and provide photographs of the outer packaging, shipping label, damaged product, and any affected internal packaging.

For trays with delicate edges, distinctive contours, textured surfaces, or decorative finishes, clear photographs of the damaged area can help us understand the extent of the issue.

Please retain the product and packaging until our team has reviewed your request.

We will assess the available information and advise you on the appropriate next steps under our applicable policies and relevant consumer protection requirements.

Product Care

To help maintain your FIRVILYX trays and decorative pieces in good condition, we recommend following the care instructions provided with the individual product.

Handle products carefully and avoid unnecessary drops, impacts, excessive pressure, or rough handling. Use cleaning methods and materials appropriate for the specific product's material and finish.

Avoid abrasive cleaning tools, harsh chemicals, excessive heat, and unsuitable moisture exposure that could affect the product's appearance or structural integrity.

For metal trays, follow the care recommendations appropriate to the specific finish. For resin trays, avoid cleaning methods or environmental conditions that may damage the surface. For organic-shaped trays, take particular care around distinctive contours, edges, and decorative details.

Product-specific care requirements may vary. Please consult the relevant product page or contact our customer support team if you are unsure how to care for your item.

Damage resulting from improper use, cleaning, storage, or maintenance may affect warranty eligibility where permitted by applicable law.

Consumer Rights

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

Depending on your country, state, province, or region, you may have additional statutory rights relating to defective products, product conformity, repairs, replacements, returns, or refunds.

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

Where mandatory consumer protection laws provide greater rights than this policy, those legal rights will continue to apply.

Contact Us

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

Brand: FIRVILYX

Website: firvilyx.com

Legal Entity:
Xi’an Hehe Future Digital Technology Co., Ltd.

Registered Address:
Room 11729, Building 2, Eurasia International, No. 666 West Section of Eurasia Avenue, Chanba Ecological District, Xi’an, Shaanxi Province, China

Unified Social Credit Code:
91610112MAEEMDUK5C

Customer Support Email:
service@firvilyx.com

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

For existing orders or warranty claims, please include your order number and the email address used during checkout. For product-related issues, clear photographs and a concise description of the problem will help us review your request more efficiently.

At FIRVILYX, we believe that considered design deserves dependable service. Our goal is to help you enjoy the distinctive forms, material character, and decorative details of our collections with greater confidence throughout your shopping experience.

FIRVILYX — Distinctive Forms. Considered Details. Everyday Artistry.