Warranty & Return Policy

Scope and Applicability

Who this policy covers and how it relates to your purchase agreements.

This warranty and return policy applies to all decorative mirror and wall decor products manufactured and sold by Livewellcraft (CÔNG TY TNHH RICHOME CRAFT VN) to wholesale buyers, distributors, retailers, and project purchasers. It covers orders placed directly with our factory in Dong Nai, Vietnam.

Where a signed purchase agreement or sales contract exists between you and Livewellcraft, the terms of that agreement take precedence over this general policy. This page describes our standard practices — your specific order terms are confirmed in writing before production begins.

This policy governs the relationship between Livewellcraft and you as our direct buyer. It does not extend to end consumers or third parties who purchase from you. If you need warranty language for your own downstream customers, let us know — we can provide product care documentation and defect-reporting guidelines you can adapt for your market.

Manufacturing Defect Coverage

What our standard warranty covers and our commitment to quality.

We stand behind the quality of what leaves our facility. Every unit passes 100% visual inspection and silver coating adhesion testing before it ships, but manufacturing involves thousands of units, and we take responsibility when something gets through.

Standard Warranty Period

When no specific period is agreed upon

12 Months

from the date of shipment from our facility

Our standard warranty covers defects in materials and workmanship for a period defined in your purchase agreement. Where no specific warranty period is agreed upon, our standard coverage applies.

What's Covered

Silver Coating Defects

Delamination, black spots, or oxidation that results from a failure in our silvering or protective coating process.

Frame Defects

Warping, cracking, finish peeling, or joint separation caused by manufacturing error in MDF, wood, metal, or resin frames.

Mirror Glass Defects

Distortion, bubbles, inclusions, or edge chips that were present at the time of production and passed inspection in error.

Assembly Defects

Loose backing, improperly secured hanging hardware, or misaligned frame-to-mirror fitment.

Finish Inconsistencies

Color variation, coating thickness irregularities, or surface blemishes that fall outside the tolerance range agreed upon during sample approval.

Our copper-free silvering process and multi-layer protective coating are designed to prevent the most common mirror failures — oxidation and delamination — but if a coating defect does occur, it's on us to make it right.

What the Warranty Does Not Cover

The following are excluded from warranty coverage:

Damage During Transit

Shipping damage is handled separately under the transit damage process described below, not under the manufacturing warranty.

Improper Handling or Storage

Mirrors stored in high-humidity environments without climate control, stacked without protective separation, or handled without edge protection after delivery.

Modifications After Delivery

Any cutting, re-finishing, re-framing, or alteration performed by you or a third party after the product leaves our facility.

Normal Wear

Gradual changes in finish appearance, minor surface marks from handling during distribution, or hardware wear from repeated installation and removal.

Damage From Installation

Cracking, chipping, or frame stress caused during end-user installation or mounting.

Products Outside the Warranty Period

Claims submitted after the agreed warranty term has expired.

Cosmetic Variations Within Approved Tolerances

Minor differences in wood grain, resin texture, or metal finish that fall within the sample-approved range. Natural materials vary slightly between production runs; we match to your approved sample, not to a pixel-perfect standard.

Inspection and Claims Window

You are responsible for inspecting your shipment upon arrival at your warehouse or project site.

Visible Defects

14 Days

We require that you report any visible defects or quantity discrepancies within 14 calendar days of receiving the goods.

This inspection window allows us to trace issues back to the specific production batch and packing crew — we photograph packed cartons during container loading for exactly this reason.

Latent Defects

Full Warranty Period

For latent defects — problems that only become apparent after unpacking and closer inspection or after a reasonable period of normal use (such as silver coating delamination that develops weeks after delivery) — claims may be submitted within the full warranty period.

We evaluate latent defect claims on a case-by-case basis, and our QC records for your production batch help us determine root cause quickly.

Batch-Level QC Documentation

We keep batch-level QC documentation, including silver adhesion test results and final inspection records, for every order. When a claim comes in, we can usually confirm whether the issue originated on our production floor within 48 hours.

How to Submit a Warranty Claim

To file a claim, contact us with the following information:

Required Documentation

Order Reference Your order number or purchase agreement reference
Description of the Defect What you're seeing, how many units are affected, and when the issue was first noticed
Photographs Clear images showing the defect. For silver coating issues, include close-up shots of the affected area. For frame defects, photograph the damage alongside a ruler or reference object for scale.
Quantity Affected Total number of defective units out of the shipment

Contact Us

Send your claim through any of these channels:

Email allenliu@livewellcraft.com
WhatsApp +86 182 2840 2575
Phone 0708370160

Response Timeline

2 business days
acknowledgment

5 business days
initial assessment

We acknowledge all warranty claims within 2 business days and provide an initial assessment—including whether we need additional photos, a sample return, or can proceed directly to resolution—within 5 business days of receiving complete documentation.

Resolution Options

Once we confirm a manufacturing defect, we work with you to determine the most practical resolution based on the nature and scale of the issue:

Replacement Production

We manufacture replacement units on the next available production run and ship them to you. For defects affecting a small portion of a large order, replacement units can often be consolidated with your next reorder to reduce shipping costs.

Credit Toward Future Orders

If replacement production isn't practical or timely for your needs, we apply a credit to your account for use on future purchases.

Partial Refund

For defects that reduce the product's commercial value but don't make it unsellable (minor finish blemishes, for example), we negotiate a fair price adjustment.

Rework at Our Facility

In cases where returning defective units to our factory for repair is cost-effective (typically for high-value or large-format mirrors), we cover the rework and return shipping.

Flexible, case-by-case approach: The specific resolution depends on the defect type, quantity involved, and what makes commercial sense for both sides. We don't apply a rigid formula—we discuss options with you and agree on the path that gets your inventory back on track with the least disruption.

Shipping and Transit Damage

Transit damage is separate from manufacturing defects. Mirrors are fragile, and despite our packaging engineering — custom carton configurations, corner protectors, and foam separation layers — damage can occur during ocean freight, trucking, or last-mile delivery.

Your Responsibilities for Transit Damage Claims

1
Inspect containers and pallets upon arrival. Note any visible external damage on the carrier's delivery receipt before signing.
2
Document damage immediately with photographs of the outer packaging, inner packaging, and the damaged product.
3
Report transit damage within 7 calendar days of delivery to both your freight carrier/forwarder and to Livewellcraft.

Our Role in Transit Damage

We provide our container loading photographs and packing records to support your claim with the carrier or insurance provider.
If your order shipped under our freight arrangement (CIF or DDP terms), we coordinate the carrier claim on your behalf.
If your order shipped under FOB or EXW terms, the transit damage claim is between you and your carrier, but we supply all documentation you need from our end.

If you're seeing recurring transit damage on a specific mirror size or frame type, tell us. We've re-engineered inner packaging for buyers before — sometimes a small change in how units nest inside the carton eliminates the problem entirely.

Returns

Because our products are manufactured to order — often with custom frame profiles, finishes, and packaging configurations specific to your brand — we do not accept general returns on non-defective goods. Each order is produced against your approved sample and specifications.

Exceptions Where Returns May Be Considered

Goods that do not match the approved production sample in material, finish, dimensions, or construction — beyond the agreed tolerance range

Incorrect items shipped products that don't match your purchase order

Quantity overshipment units shipped in excess of your ordered quantity

Authorization Required

For any return, you must obtain written authorization from Livewellcraft before shipping goods back to our facility. Unauthorized returns will not be accepted or credited.

Shipping Cost Allocation

Return shipping costs are allocated based on the reason for return — if the error is ours, we cover it.

Limitation of Liability

Livewellcraft's liability under this warranty is limited to the remedies described above: replacement, credit, partial refund, or rework of confirmed defective products.

Our total liability for any claim shall not exceed the invoice value of the specific defective goods in question.

We Are Not Liable For:

Consequential or Indirect Damages

Including but not limited to lost profits, lost sales, project delays, penalties from your downstream customers, or costs of sourcing replacement products from alternative suppliers.

Costs Incurred From Defective Product Installation

Labor, removal, or reinstallation expenses at the end-user site are not covered under this warranty.

Claims Arising From Product Misuse

Improper storage, or unauthorized modification after delivery voids warranty coverage for related claims.

This limitation applies to the fullest extent permitted by applicable law.

Changes to This Policy

Livewellcraft reserves the right to update this warranty and return policy. Changes apply to orders placed after the updated policy is published on this website.

Orders already in production or delivered are governed by the policy in effect at the time of order confirmation.

We recommend reviewing this page when placing new orders to confirm current terms.

Contact for Warranty and Return Inquiries

Reach our warranty team through any channel below

allenliu@livewellcraft.com

Phone

0708370160

+86 182 2840 2575

Address

Số 10B, hẻm 394, đường Võ Nguyên Giáp, tổ 7, Khu phố Tân Cang, Phường Phước Tân, Tỉnh Đồng Nai, Việt Nam

For warranty claims, include your order number and defect photographs in your first message — it lets us skip the back-and-forth and get straight to assessment.

Last updated: April 11, 2026