At FIRVILYX, we aim to provide customers with a clear, transparent, and reliable return experience. We believe that thoughtful design should be accompanied by thoughtful service, from the moment you place your order to the care and enjoyment of your selected pieces.

This Return & Refund Policy applies to eligible purchases made through firvilyx.com.

1. 30-Day Return Window

Customers may request a return within 30 days after confirmed delivery of an eligible order.

Before returning any product, please contact our customer support team at:

Email: service@firvilyx.com

Our team will review your request, confirm eligibility, and provide the applicable return instructions and return address information.

Please do not send products back without contacting us first. Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.

2. Return Eligibility

Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally be unused or in like-new condition, free from customer-caused damage, and unaltered.

Products should be returned with all original components, included accessories, product inserts or instructions where applicable, and the original protective packaging wherever reasonably possible.

Proof of purchase, such as an order number or order confirmation, may be required.

Because FIRVILYX products feature distinctive shapes, carefully considered materials, decorative finishes, and sculptural details, returned items should be packaged carefully to help prevent scratches, chips, cracks, surface marks, or other damage during transportation.

We may inspect returned products before approving a refund.

3. Opened or Used Products

Opening a product does not automatically make it ineligible for return.

However, where permitted by applicable law, preference-based returns of opened or used products may be subject to inspection.

Returned products should not show signs of excessive use, misuse, customer-caused scratches or breakage, unauthorized repair, modification, missing accessories or components, or damage caused by improper cleaning, storage, handling, or use.

Where a product has experienced a material loss in value due to customer handling beyond what was reasonably necessary to inspect or evaluate it, an appropriate deduction may apply where permitted by law.

Any assessment will take into account the individual circumstances of the return and applicable consumer protection requirements.

4. Non-Returnable Items

Where permitted by applicable law, certain products may not be eligible for preference-based returns, including customized or personalized products, gift cards, products clearly marked as final sale, products damaged through misuse or improper handling, products modified or repaired without authorization, and products missing significant components because of customer handling.

Other products expressly identified as non-returnable before purchase may also be excluded from preference-based returns where legally permitted.

Any product-specific exclusions will be stated on the applicable product page or communicated before the return is approved.

Nothing in this section limits statutory consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your FIRVILYX order promptly after delivery.

Our collections include ORGANIC TRAYS, METAL TRAYS, and RESIN TRAYS, featuring a variety of shapes, materials, textures, and finishes. If your order arrives broken, damaged, defective, incorrect, missing accessories or components, or otherwise incomplete, please contact us as soon as reasonably possible.

To help us review the issue, please provide your order number, product name, clear photographs of the product, photographs of the inner protective packaging, photographs of the outer shipping package, and a photograph of the shipping label where available.

If the issue involves a crack, chip, scratch, surface imperfection, structural problem, or other visible defect, please include close-up photographs that clearly show the affected area.

After reviewing the information, we will provide the appropriate next steps based on the circumstances, our applicable policies, and applicable consumer law.

6. Basic Product Checks Before Return

For certain product-related concerns, our customer support team may first request reasonable checks or additional information to better understand the issue.

These may include reviewing the product's dimensions and specifications, confirming the selected product variation, checking the assembly of any included detachable components, reviewing the product's care instructions, or requesting additional photographs of the affected area.

For products with distinctive contours, textured surfaces, decorative details, or specific finishes, additional photographs may help us distinguish ordinary material characteristics from potential damage or defects.

You are not required to continue using any product that appears damaged, unsafe, or unsuitable for continued use.

7. Return Shipping Costs

For preference-based returns, including a change of mind, incorrect product selection by the customer, no longer wanting the product, a product not matching personal preferences, or other reasons not caused by an error on our part, customers are generally responsible for return shipping costs where permitted by applicable law.

If FIRVILYX confirms that a product was damaged during delivery, defective, incorrectly supplied, incomplete, or otherwise eligible for seller-paid return costs under applicable law, we will provide the appropriate return or resolution instructions.

Please do not independently purchase expensive international return shipping before receiving instructions from our customer support team.

8. Original Shipping Charges

Original shipping charges are generally non-refundable for preference-based returns unless otherwise expressly stated by FIRVILYX, the return results from an error on our part, the product was defective, damaged, or incorrectly supplied, or applicable law requires reimbursement.

Any refund of shipping charges will be handled in accordance with the circumstances of the return and applicable legal requirements.

9. Return Address

Return addresses may vary depending on the product type, fulfillment location, customer destination, warehouse location, logistics arrangements, and nature of the return.

For this reason, please do not return products to our registered corporate address unless our customer support team specifically instructs you to do so.

The correct return address will be provided after your return request has been reviewed and approved.

10. Return Packaging

FIRVILYX products may feature sculptural shapes, delicate edges, decorative finishes, textured surfaces, or other material characteristics that require careful handling during return transportation.

Customers should package returned products carefully to reduce the risk of scratches, chips, cracks, breakage, or other damage during transit.

Where reasonably possible, please include the main product, all original components, included accessories, product inserts or instructions, original protective materials, original product packaging, and any other items originally included with the order.

Products should be securely protected against movement, impact, pressure, and abrasion inside the package.

Customers are responsible for ensuring that preference-based returns are adequately packaged for shipping, subject to applicable law.

11. Missing Accessories or Components

Where permitted by applicable law, a refund may be reduced if returned products are missing components originally supplied with the order.

Examples may include detachable components, decorative accessories, included display elements, product inserts, instruction materials, protective packaging, or other accessories supplied with the product.

Any deduction will be based on the circumstances of the return and applicable law.

12. Return Inspection

Once a returned product is received, we may inspect it to confirm its identity, return eligibility, condition, reason for return, and the presence of all included accessories and components.

The inspection may also consider the condition of the product's material, surface finish, edges, structural details, and other relevant characteristics.

Approval of a return request does not necessarily mean a refund has been approved before the returned product has been received and inspected.

If further information is required to assess the return, our customer support team may contact you before a final decision is made.

13. Refunds

If a return is approved after inspection, the refund will generally be issued to the original payment method.

Once FIRVILYX issues the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

Processing times vary and are controlled by the relevant financial institution or payment provider.

We will follow the applicable refund requirements and consumer protection laws relevant to your purchase.

14. Refund Deductions

Where permitted by applicable law, an appropriate deduction may be made for material loss in value resulting from missing accessories or components, excessive use, customer-caused scratches, cracks, breakage, or other damage, unauthorized modification, unauthorized repair, improper cleaning, improper handling, or damage caused after delivery.

Any deduction will be assessed based on the individual circumstances of the return and applicable legal requirements.

No deduction will be applied where prohibited by applicable law.

15. Exchanges

Exchange availability depends on current product availability and inventory.

FIRVILYX products may be offered in different shapes, sizes, colors, materials, finishes, patterns, and design variations. The preferred replacement may not always be available.

Where direct exchanges are unavailable, the most efficient option may be to request a return for the eligible original product, complete the approved return process, and place a new order for the preferred product.

Please contact customer support before returning a product for exchange. Our team will explain the applicable procedure and advise you on available options.

16. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing it.

Email: service@firvilyx.com

We will make reasonable efforts to assist before fulfillment begins.

However, we cannot guarantee cancellation once the order has entered processing, picking or packing, protective packaging, fulfillment, shipping preparation, or dispatch.

If the order has already shipped, you may need to follow the applicable return procedure after delivery.

All cancellation requests are subject to the circumstances of the order and applicable consumer protection laws.

17. Refunds for Canceled Orders

If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.

Your financial institution may require additional processing time before the refund appears in your account.

The timing of the refund's appearance is determined by the relevant financial institution or payment provider, subject to applicable legal requirements.

18. Refused or Unclaimed Deliveries

Refusing delivery does not automatically qualify an order for a full refund.

If a package is refused, unclaimed, or returned to the sender, please contact us so we can review the shipment status, carrier charges, product condition, return eligibility, and other relevant circumstances.

Where permitted by applicable law, reasonable shipping or return costs may be deducted from a preference-based refund if those costs resulted from refusal or failure to accept an otherwise valid delivery.

Any refund or deduction will be assessed according to the circumstances of the shipment and applicable consumer protection requirements.

19. International Returns

International returns may involve additional shipping costs, customs procedures, carrier requirements, documentation, and transit time.

Products with distinctive shapes, delicate edges, or decorative finishes may also require additional protective packaging for international return transportation.

Please contact us before sending any international return so that our customer support team can provide the appropriate instructions and return address.

We are not responsible for unnecessary customs charges or shipping expenses incurred because a return was sent without following the provided instructions, except where responsibility cannot lawfully be excluded.

Customers should review any applicable carrier and customs requirements before shipping a return internationally.

20. Consumer Rights

This Return & Refund Policy supplements and does not replace consumer rights provided by applicable law.

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

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

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

21. Contact Us

If you have questions regarding a return, refund, exchange, damaged product, defective product, or cancellation, please contact our customer support team through the official email address below.

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

For order-related inquiries, please include your order number and the email address used at checkout.

For damaged products, defective items, or other product-related concerns, please include clear photographs and additional details where relevant. This information will help our team review your request more efficiently.

Please do not send complete credit card information, CVV or security codes, or account passwords by email.

firvilyx.com is owned and operated by Xi’an Hehe Future Digital Technology Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, and related ecommerce activities.

At FIRVILYX, we believe that distinctive design deserves attentive service. Our aim is to make every interaction clear, considered, and dependable, while helping you find the appropriate resolution whenever a return or product concern arises.

FIRVILYX — Distinctive Forms. Considered Details. Everyday Artistry.