Product Support & Warranty
At VITALUXO, we are committed to providing every customer with reliable stone art products and a clear support experience.
Each product is carefully selected and inspected before shipment. If your product experiences damage, defects, or qualifying manufacturing issues within the applicable warranty period, our customer support team will work with you to provide an appropriate solution.
90-Day Limited Warranty
Most VITALUXO products purchased through vitaluxo.com include a 90-day limited warranty, beginning from the date your order is delivered.
This warranty applies to qualifying manufacturing defects or product-related issues that occur during normal and expected use.
Depending on the circumstances, we may provide:
- Replacement products
- Replacement parts or accessories (if available)
- Store credit
- Refunds at our discretion
The specific solution will depend on the nature of the issue, product availability, and the circumstances of the warranty claim.
Coverage
Our limited warranty may cover the following issues:
Manufacturing Defects
Defects in materials or workmanship that affect the normal condition, structure, or function of the product.
Product Quality Issues
Qualifying issues may include:
- Structural problems
- Material defects
- Surface damage caused by manufacturing
- Craftsmanship issues
- Decorative elements that affect normal product presentation or use
Such issues must occur during normal expected use and must not result from misuse or external damage.
Structural Defects
Problems with the product structure, assembly, or components that are not caused by accidental damage, improper handling, modification, or misuse.
Products Damaged Upon Arrival
Products that arrive broken, damaged, defective, or unusable due to transportation or handling may qualify for warranty assistance.
What Is Not Covered
The warranty does not cover damage or issues caused by:
- Accidental drops, impacts, cracks, or breakage
- Improper placement, installation, or handling
- Misuse or use beyond the intended purpose of the product
- Exposure to excessive moisture, water, extreme temperatures, chemicals, or unsuitable environments
- Normal wear and tear
- Natural changes caused by regular use
- Unauthorized repairs, modifications, or alterations
- Damage caused by improper cleaning or maintenance
- Lost or stolen products
- Damage occurring after the warranty period
Minor variations in color, texture, surface finish, shape, natural material characteristics, or decorative details are generally not considered defects when they do not affect the normal appearance or intended use of the product.
Damaged or Defective Items
If your VITALUXO product arrives damaged, defective, or missing components, please contact us as soon as possible after delivery.
To help us review your request quickly, please provide:
- Your order number
- Your full name and email address
- A brief description of the issue
- Clear photos showing the problem
- A short video demonstrating the issue, if possible
- Photos of the packaging if the item was damaged during transportation
Please keep the original product and packaging until our customer support team has reviewed your request.
How to Submit a Warranty Claim
To submit a warranty claim, please contact our customer service team through the contact information provided on our website.
Please include:
- Order number
- Product name
- Description of the issue
- Supporting photos or videos
Our team will generally review your request and respond within 24-48 business hours.
If necessary, additional information may be requested to confirm the issue and determine the appropriate solution.