Product Support & Warranty
At SPIRAVE, our attention to material and form extends to the support we provide after your purchase.
Our rattan, glass, and metal vases are carefully selected and inspected before shipment. If your vase arrives damaged or defective, or develops a qualifying manufacturing issue during the applicable warranty period, our customer care team will work with you toward an appropriate solution.
90-Day Limited Warranty
Most SPIRAVE products purchased through spirave.com are covered by a 90-day limited warranty, beginning on the date of delivery.
This warranty applies to eligible defects in materials or workmanship that arise during normal intended use. Any product-specific warranty terms will be stated on the relevant product page or in the accompanying documentation.
Depending on the issue, product availability, and circumstances of the claim, a resolution may include a replacement vase, a replacement component where available, store credit, or a refund where appropriate.
Any resolution remains subject to applicable consumer rights.
What Is Covered
Manufacturing Defects
Eligible defects in materials or workmanship that affect the vase’s structural integrity or suitability for its stated purpose.
Construction and Component Issues
Qualifying issues may include defective assembly, insecure components, faulty joins, or manufacturing problems affecting the vase’s body, base, woven structure, or supplied inner container.
These issues must arise during normal intended use and must not result from accidental damage, improper handling, or modification.
Water-Holding Issues Where Applicable
If a product is expressly described as suitable for holding water, a manufacturing defect that prevents it from doing so may qualify for coverage.
This does not extend to decorative vases described as unsuitable for direct water use, or to damage caused by using water contrary to the product instructions.
Products Damaged on Arrival
Vases that arrive broken, cracked, damaged, defective, or unusable because of shipping or handling may qualify for assistance.
Please report delivery damage as soon as reasonably possible so we can review the product and packaging condition.
What Is Not Covered
This limited warranty does not cover damage caused by accidental drops, impacts, improper assembly, misuse, or use outside the product’s stated purpose.
It also excludes damage caused by unsuitable cleaning, improper storage, incompatible accessories, unauthorized repairs or alterations, and exposure to moisture, heat, chemicals, or environmental conditions contrary to the product instructions.
Examples may include soaking rattan, adding water to a vase intended only for dry arrangements, scratching a finish with abrasive cleaners, or exposing glass to sudden temperature changes.
Normal wear, cosmetic changes from regular use, loss, theft, and damage occurring outside the applicable warranty period are not covered by this limited warranty.
Minor variations in color, weave, texture, shape, surface finish, or decorative detail are generally not considered defects when they are consistent with the product description and do not affect intended use.
These exclusions do not limit rights or remedies available under applicable consumer law.
Damaged or Defective Items
If your SPIRAVE vase arrives damaged, defective, or with missing components, please contact service@spirave.com as soon as possible after delivery.
Include your order number, full name, email address, and a brief description of the issue. Clear photographs of the affected area will help us assess your request. A short video may also be useful where the concern is difficult to show in photographs.
For shipping damage, please include photographs of the outer box, inner protective packaging, and shipping label where available.
Retain the item and packaging while we review your request, where safe to do so. Avoid handling broken glass or sharp edges. If retaining the damaged item would be unsafe, let our team know.
How to Make a Warranty Claim
Email service@spirave.com with your order number, product name, a description of the issue, and supporting photographs or videos where relevant and safe to obtain.
Our team normally reviews inquiries and responds within 1–2 business days.
We may request additional information to confirm the issue, establish warranty eligibility, and determine an appropriate solution.
Please contact us before sending any item back or arranging repairs.
Replacement Products
If a replacement is approved, we will make reasonable efforts to supply the same product.
If the original design is unavailable, we may offer a comparable vase, a replacement component where available, store credit, or another appropriate solution, subject to applicable consumer rights.
Availability depends on current inventory. Any proposed alternative will be discussed with you before it is arranged.
Refunds
Approval of a warranty claim does not automatically mean that a monetary refund will be issued.
The available remedy depends on the nature of the issue, our Return & Refund Policy, and applicable consumer law. Store credit will not replace a refund where a refund is legally required.
Approved refunds will normally be issued to the original payment method. Your bank or payment provider may require additional processing time before the funds appear in your account.
Returns and Warranty Coverage
Our Return & Refund Policy explains how to return an eligible purchase within the applicable return period.
This limited warranty addresses qualifying defects in materials, workmanship, and construction during the warranty period.
Please review our Return & Refund Policy for the complete return process and eligibility conditions.
Shipping Damage
If your package appears damaged on arrival, we recommend photographing it before opening, where practical.
If the vase inside is damaged, contact service@spirave.com with photographs of the outer packaging, shipping label, affected product, and internal protective materials.
This information helps us understand what happened and review your request efficiently.
Do not attempt to use, fill, or repair a cracked or broken vase.
Product Care
Thoughtful care helps preserve the distinct character of rattan, glass, and metal.
Follow the instructions supplied with your vase and use it only for its stated purpose. Place it on a stable, level surface and lift it with support beneath the base or main body.
Rattan Vases
Dust gently with a soft, dry cloth or soft brush. Avoid soaking, prolonged moisture, excessive heat, and extended direct sunlight.
Use a separate inner container only as directed, and keep the surrounding rattan dry.
Glass Vases
Handle carefully and protect against impacts and sudden temperature changes.
Where washing is permitted, use lukewarm water, mild soap, and a soft cloth. Decorative coatings may require different care. Do not use a dishwasher unless the product is expressly described as dishwasher safe.
Metal Vases
Clean with a soft, dry cloth unless the product instructions permit another method. If damp cleaning is allowed, dry the surface promptly.
Avoid abrasive cleaners, harsh chemicals, and prolonged moisture that may damage the finish or contribute to corrosion.
Water Use and Placement
Add water only where the product description confirms that the vase or supplied inner container is suitable for holding it.
Unless expressly stated otherwise, use SPIRAVE vases indoors and protect them from unsuitable weather or environmental conditions.
Damage resulting from care or use contrary to the product instructions may affect warranty eligibility.
Consumer Rights
This limited warranty is provided in addition to rights available under applicable consumer protection laws.
The 90-day warranty period does not shorten any statutory period that applies to your purchase.
Nothing in this policy excludes or restricts rights that cannot legally be excluded or restricted.
Contact Us
For questions about product condition, warranty coverage, care guidance, or an existing claim, please contact our customer care team.
Brand: SPIRAVE
Website: spirave.com
Legal Entity: Hainan Xuchaye Trading Co., Ltd.
Registered Address: Room 34, 1908-A, 19th Floor, Ruite Plaza, No. 6 Guomao Road, Jinmao Subdistrict, Longhua District, Haikou City, Hainan Province, China
Unified Social Credit Code: 91460000MAEA65MWXB
Customer Support Email: service@spirave.com
We aim to respond to inquiries within 1–2 business days.
SPIRAVE — Material, Form, and the Space Between.