Return Policy

At PLIOXOO, we strive to ensure that every sculptural piece you bring into your home meets your expectations. To maintain a transparent and straightforward post-purchase experience, this Return & Refund Policy governs all eligible transactions made through plioxoo.com.

1. 30-Day Return Window

We gladly accept return requests within 30 days of the confirmed delivery date. Prior to sending any decor piece back, you must contact our customer care team at service@plioxoo.com. Our representatives will evaluate your request and, upon approval, issue the necessary return instructions and warehouse address. Packages dispatched without prior authorization or sent to an unverified location may face processing delays or rejection.

2. Return Eligibility

Unless an item arrives shattered, defective, or incorrect, all returned merchandise must meet the following criteria to qualify for a standard refund:

• Be in pristine, like-new condition and entirely unused
• Show no signs of customer-induced damage (e.g., chips, cracks, or scratches)
• Remain structurally unaltered
• Include all original base pads, inserts, and accompanying accessories
• Be securely packed in the original protective foam and external packaging

You may be asked to provide proof of purchase, such as your order confirmation number. Given the delicate nature of our glass, ceramic, and stone vases, robust repackaging is mandatory to survive transit. We reserve the right to thoroughly inspect all returned parcels before issuing financial reimbursement.

3. Opened or Used Products

Simply unboxing a vase to inspect its scale and finish does not void your return eligibility. However, preference-based returns undergo strict quality control. The decor must not exhibit:

• Signs of active use (e.g., water stains, soil residue, or floral debris)
• Scuffs, fractures, or blunt impact marks caused by mishandling
• Attempts at unauthorized repair or modification
• Deterioration resulting from improper cleaning chemicals

If a returned item has suffered a material loss in value due to negligent handling beyond a basic visual inspection, we may apply an appropriate deduction from your refund, where legally permitted.

4. Non-Returnable Items

Certain purchases are exempt from preference-based returns, including but not limited to:

• Custom-commissioned or personalized decor
• Digital or physical gift cards
• Items explicitly labeled as final sale or clearance
• Products exhibiting damage from buyer misuse
• Vases missing crucial original components or protective inserts

Any specific non-returnable conditions will be clearly noted on the product page. This section does not override any mandatory consumer protection rights.

5. Damaged, Defective, Incorrect, or Incomplete Orders

We urge you to inspect your PLIOXOO pieces the moment they arrive. This is critical for fragile materials like iridescent glass, sculpted ceramics, and heavy concrete or travertine. If your shipment arrives:

• Shattered, chipped, or structurally compromised
• With severe glaze or finish defects
• As the incorrect model or color
• Missing specific components

Please contact us immediately. To expedite our review, include:

• Your order number and the product name
• Clear, well-lit photos highlighting the damage
• Images of the interior protective foam/materials
• Images of the exterior shipping box
• A snapshot of the courier shipping label
• A brief video if the issue involves stability (e.g., an uneven base)

Based on our assessment and applicable laws, we will guide you through the next steps for a replacement or refund.

6. Basic Product Checks Before Return

In some instances, perceived flaws may simply be characteristics of the material. Before processing a return for functional concerns, our team may assist you in verifying certain details. For example:

• Confirming whether surface pits are natural travertine pores or actual damage
• Ensuring the vase is placed on a completely level surface
• Reviewing the specific care instructions for water-tightness

We may request additional photos to better understand the situation. Naturally, you are never expected to utilize a piece that is genuinely broken or unsafe.

7. Return Shipping Costs

For preference-based returns—such as a change of mind, spatial incompatibility, or selecting the wrong finish—the customer is responsible for covering all return freight costs, as permitted by law. Conversely, if we verify that the product was damaged in transit, defective, or incorrectly dispatched by our warehouse, PLIOXOO will assume responsibility for the return logistics. Please wait for our explicit instructions before independently purchasing costly return shipping labels.

8. Original Shipping Charges

Outbound shipping fees collected at the time of purchase are generally non-refundable for elective returns. However, original shipping charges will be reimbursed if the return is a direct result of our error, the item arrived damaged/defective, or if local legislation mandates such a refund.

9. Return Address

Because we operate multiple fulfillment centers to accommodate various material types, return destinations frequently vary. Do not ship packages back to our registered corporate office unless explicitly instructed. The correct, designated warehouse address will be provided to you upon approval of your return request.

10. Return Packaging

Protecting delicate home decor during shipping is paramount. You must repack the items meticulously to prevent shattering, chipping, or friction damage on the return journey. Ensure you include:

• The primary vase or decor piece
• Any accompanying base pads or inserts
• Care cards and manuals
• The original custom-molded foam or protective shielding
• The original brand packaging box

Customers bear the responsibility of ensuring that preference-based returns are armored adequately against courier transit shocks.

11. Missing Accessories or Components

If an approved return arrives devoid of its original accompanying materials, your refund may be subject to a deduction. This applies to missing protective molds, care manuals, or detachable design elements. Any deductions will accurately reflect the diminished value of the incomplete product.

12. Return Inspection

Upon receiving your package, our quality assurance team will evaluate the contents to verify:

• The correct item was returned
• The condition aligns with our return eligibility standards
• The integrity of fragile glass, ceramic, or stone edges
• The inclusion of all original packaging

Please note that the initial authorization of a return request does not guarantee a refund until this physical inspection is complete.

13. Refunds

Once your return passes our inspection protocol, a refund will be authorized to your original payment method. After PLIOXOO triggers the transaction, your specific banking institution or credit card issuer will dictate the time it takes for the funds to officially post to your account.

14. Refund Deductions

To the extent permitted by law, we reserve the right to deduct value from your refund if the item demonstrates:

• Missing packaging or accessories
• Stains, residue, or signs of usage
• Customer-inflicted chips, cracks, or abrasions
• Evidence of improper cleaning agents
• Transit damage resulting from negligent repackaging by the customer

15. Exchanges

Due to the artisanal nature of our collections and fluctuating inventory levels, direct exchanges for different sizes, glazes, or styles are not always possible. The most streamlined approach is typically to process a standard return for the original item and place a brand-new order for the desired piece. Always consult our support team before initiating an exchange.

16. Order Cancellations

To cancel a recent order, email service@plioxoo.com immediately. While we will intercept the order if possible, our fulfillment processes are rapid. Once a piece has been allocated for fragile packing, loaded onto a pallet, or handed to a courier, cancellation is no longer an option. In such cases, you will need to initiate a standard return upon delivery.

17. Refunds for Canceled Orders

If we successfully halt your order before dispatch, your original payment method will be refunded in full. Standard banking processing times will apply before the funds are visible on your statement.

18. Refused or Unclaimed Deliveries

Intentionally refusing a delivery does not automatically entitle you to a full refund. If a parcel is abandoned, refused, or returned to sender due to customer inaction, we will assess the resulting carrier penalties and the condition of the fragile goods upon their eventual return. Associated shipping costs and restocking fees may be deducted from your final refund.

19. International Returns

Coordinating returns across borders involves complex logistics, extended transit times, and potential customs tariffs. Furthermore, shipping delicate stone and glass internationally requires rigorous packing. You must contact us before attempting an international return. PLIOXOO is not liable for exorbitant shipping fees or customs duties incurred by customers who bypass our provided instructions.

20. Consumer Rights

This policy is designed to complement, not supersede, the statutory consumer rights afforded to you by your local jurisdiction. Depending on your region, you may possess specific legal protections regarding defective goods, implied warranties, and cancellation rights. Where mandatory laws grant broader protections than this document, those local laws shall govern.

21. Contact Us

If you require assistance with a return, suspect a defect, or need advice on repackaging a fragile item, please reach out to our dedicated team:

Brand: PLIOXOO

Website: plioxoo.com

Contact Number: +86 133 0696 3910

Legal Entity: Shenzhen Sailuo Weixin Technology Co., Ltd.

Registered Address: Room 1620-1622 (1621B5), Block A, International Chamber of Commerce Tower, No. 138 Fuhua 1st Road, Fu'an Community, Futian Street, Futian District, Shenzhen, China

Unified Social Credit Code: 91440300MAE9CW310Q

Customer Support Email: service@plioxoo.com

For all inquiries regarding existing orders, kindly provide your order number and the purchasing email address. If reporting damage to our glass, ceramic, or Brutalist stone vases, please attach clear photographic evidence to expedite your claim. Do not transmit sensitive financial data or passwords via email.

plioxoo.com is operated by Shenzhen Sailuo Weixin Technology Co., Ltd.