User Notice
1. Returns/Exchanges are only available for products purchased directly from www.vitalismo.stop.
2. Currently, only returns are accepted for orders shipped to the 48 contiguous states of the United States (international returns are not supported at this time).
3. Products must be returned within 30 days of receipt and must be in a new, unused, resaleable state (with original packaging intact, no stains or signs of assembly).
Non-Returnable Situations
The following items are not eligible for return/exchange (unless there is a quality issue):
- Clearance sale items
- Customized items (such as artificial plants of personalized size/color).
- Large decorative trees that cannot be restored after being assembled or disassembled (such as artificial trees over 6 feet).
- Seasonal items (such as Christmas trees, Halloween decorations) must be returned before December 25th, and no return or exchange is allowed after the deadline
Return Process
1. Contact customer service to explain the situation
Explain the return and exchange situation to customer service (such as damage/missing/wrong delivery, etc.), and the customer will arrange for processing
2. Product return
-Use the original packaging or a sturdy box to ensure that the product does not shake.
-Artificial plant branches and leaves need to be wrapped in bubble film to avoid squeezing and deformation.
-Attach the label to the outside of the package and deliver it to the designated express delivery point (UPS/FedEx).
3. Refund processing
-After the warehouse signs for it, the refund will be made according to the original payment method within 3-5 working days
-Replacement needs will be reissued first, and refunds will be made when out of stock.
Special Problem Handling
- Damaged/wrong item: Submit photo/video evidence to support@vitalismo.stop within 48 hours after receiving the goods for return or direct reissue according to the situation.
- Missing parts: Provide a clear picture of the entire product and indicate the name of the missing parts. Customer service will compare and send the accessories/refund for free (if there is no stock)
- Gift return: Return with the product to the courier service location
Daily Cleaning Instructions
Gentle dust removal:
- Use a soft brush (such as a makeup brush) or a hair dryer in cold air mode (at a distance of more than 30 cm) to remove dust from the surface of branches and leaves.
- Avoid wiping with a wet cloth to prevent dyeing or glue from falling off.
Deep cleaning (every 3-6 months):
- Mix warm water and a small amount of neutral detergent (ratio 10:1), dip a microfiber cloth in it and pat the surface of the plant.
- After cleaning, place it in a ventilated place to dry naturally, and do not expose it to the sun.
Other Notes
1.Refunds will be issued to the original form of payment.
2.Only exchange requests for the same item will be accepted.
3.When using the self-service returns platform, each item must be returned separately. For example, if you are returning 4.items, you will need to complete two separate requests.
5.It is the customer's responsibility to properly package the returned items.
6.We strongly recommend retaining the original packaging for future returns.
7.Items must be delivered to the courier service location stated on the return label
8.If you change your mind before the item is delivered, please accept to change the order information to delivery, 9.otherwise you will risk not receiving a refund.