Damaged Items Policy

We take great care in packaging all home décor items to ensure they arrive safely.

However, due to the fragile nature of some products (such as mirrors, wall art, lighting, glass décor, and ceramic items), damage during transit may occasionally occur.

1. Reporting Damage

If your item arrives damaged, you must notify us within 48 hours of delivery.

Please contact us at:

support@vivenza.co.uk

Include:

  • Your order number

  • Clear photos of the damaged item

  • Photos of the packaging

  • A description of the issue

Failure to report damage within this timeframe may affect your eligibility for a replacement or refund.

2. Replacement or Refund

If the damage is confirmed, we will offer one of the following:

Replacement item
Full refund
Partial refund (where appropriate)

We will cover all replacement or return costs for damaged items.

3. Packaging Responsibility

Customers should retain the original packaging until the issue has been resolved.

Items must not be disposed of until instructed by our support team.

4. Cosmetic Variations

Due to the nature of home décor products, slight variations in:

  • Colour tone

  • Texture

  • Finish

  • Dimensions (within reasonable tolerance)

may occur and are not considered defects.