Return & Refund Policy
At SPIRAVE, we aim to make returns clear and straightforward, with thoughtful support for every inquiry.
This Return & Refund Policy applies to eligible purchases made through spirave.com.
1. 30-Day Return Window
You may request a return within 30 days after confirmed delivery of an eligible order.
Before returning any item, please contact service@spirave.com. Our team will review your request, confirm eligibility, and provide the applicable return instructions and address.
Please contact us before sending a product back. Returns sent without prior authorization or to an unauthorized address may be delayed or may not be processed, subject to applicable consumer rights.
2. Return Eligibility
Unless an item arrived damaged, defective, incorrect, or incomplete, or otherwise qualifies for a remedy under applicable law, returned products should generally be unused or in like-new condition, unaltered, and free from customer-caused damage.
Please include all original components, supplied accessories, separate inner containers or liners where included, and any product instructions. Original protective packaging should be used where reasonably possible.
Proof of purchase, such as an order number or order confirmation, may be required.
Our rattan, glass, and metal vases have different protection requirements. Please package each item carefully to protect its body, rim, base, weave, finish, and any included components during return transportation.
Returned items may be inspected before a refund is approved.
3. Opened or Used Products
Opening a product does not automatically make it ineligible for return.
Where permitted by applicable law, returns based on personal preference may be subject to inspection if the item has been opened or used.
Returned vases should not show excessive use, misuse, customer-caused scratches, cracks, chips, dents, breakage, unauthorized repairs, modifications, or missing components.
Damage caused by unsuitable cleaning, prolonged moisture, improper storage, handling, or use may affect eligibility. Examples may include water damage to rattan, damage to a decorative finish, or corrosion caused by use contrary to the product instructions.
Where handling beyond what was reasonably necessary to inspect the item causes a material loss in value, an appropriate deduction may apply where permitted by law.
4. Non-Returnable Items
Where permitted by applicable law, certain items may be excluded from returns based on personal preference.
These may include customized or personalized products, gift cards, products clearly marked as final sale, items damaged through misuse or improper handling, products modified or repaired without authorization, and items missing significant components because of customer handling.
Other exclusions must be expressly identified before purchase. Any applicable product-specific conditions will be stated on the relevant product page.
These exclusions do not limit statutory rights relating to faulty, damaged, or incorrectly supplied goods, or other rights that cannot legally be excluded.
5. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your SPIRAVE order promptly after delivery.
Check glass bodies and rims, woven structures, metal surfaces, bases, decorative details, and any separate inner containers supplied with your vase.
If your order arrives broken, damaged, defective, incorrect, or incomplete, contact service@spirave.com as soon as reasonably possible.
Please provide your order number, product name, and clear photographs of the item, inner protective packaging, and outer shipping box. Include a photograph of the shipping label where available.
A short video may help demonstrate issues such as an unstable base, a loose component, or structural damage that is difficult to show in photographs.
Our team will review the information and provide appropriate next steps based on the circumstances, our applicable policies, and applicable consumer law.
6. Basic Product Checks Before Return
For certain concerns, our customer care team may suggest reasonable checks to help identify the issue.
These may include confirming that the vase is on a level surface, checking any included removable components, reviewing the product description, or referring to the intended use and care instructions.
We may request photographs or additional details to understand the concern.
You are not required to continue using an item that appears damaged, unsafe, or unsuitable for use. Do not fill a cracked vase with water, handle broken glass, or attempt to force damaged components into place.
7. Return Shipping Costs
For returns based on personal preference, customers are generally responsible for return shipping costs where permitted by applicable law.
Such returns may include a change of mind, an incorrect selection made by the customer, no longer wanting the product, or a style, size, or finish that does not suit personal preferences.
If SPIRAVE confirms that an item was damaged during delivery, defective, incorrectly supplied, incomplete, or otherwise qualifies for seller-paid return costs under applicable law, we will provide the appropriate return or resolution instructions.
Please wait for our instructions before purchasing international return shipping or arranging a costly shipping service.
8. Original Shipping Charges
Original shipping charges are generally non-refundable for returns based on personal preference, unless SPIRAVE expressly states otherwise or applicable law requires reimbursement.
Shipping charges may also be refundable where the return results from an error on our part or an item that was defective, damaged, or incorrectly supplied, as applicable to the circumstances.
9. Return Address
Return addresses may vary according to product type, fulfillment location, customer destination, warehouse availability, logistics arrangements, and the reason for return.
Please do not send returns to our registered corporate address unless our customer care team specifically instructs you to do so.
The appropriate return address will be provided after your request has been reviewed and approved.
10. Return Packaging
Please package your return carefully to reduce the risk of damage in transit.
Where reasonably possible, include the vase, any supplied inner container or liner, detachable components, accessories, product instructions, original protective materials, and original packaging.
Glass vases should be cushioned securely against impact and movement. Rattan structures should be protected against crushing or distortion. Metal surfaces should be protected against scratches, dents, and contact with loose components.
Package separate components individually where appropriate to prevent them from striking or scratching one another.
Customers are responsible for adequately packaging returns based on personal preference.
If an item is broken or unsafe to handle, contact us for instructions before attempting to package it.
11. Missing Accessories or Components
Where permitted by applicable law, a refund may be reduced if the returned item is missing components originally supplied with the order.
These may include separate inner containers, liners, detachable decorative parts, protective base components, or other included accessories.
Any deduction will reflect the circumstances, any resulting loss in value, and applicable law. Please include product instructions and protective packaging where reasonably possible.
12. Return Inspection
After receiving a return, we may inspect it to confirm the product’s identity, eligibility, condition, reason for return, and completeness.
The inspection may include the vase body, rim, base, woven details, glass surfaces, metal finish, and any supplied accessories or inner containers.
Approval of a return request does not necessarily mean that a refund has been approved before the item is received and inspected.
13. Refunds
If your return is approved after inspection, the refund will generally be issued to the original payment method.
After SPIRAVE issues a refund, your bank, card issuer, or payment provider may need additional time to make the funds available.
Processing times vary and are controlled by the relevant financial institution or payment provider.
14. Refund Deductions
Where permitted by applicable law, an appropriate deduction may apply for a material loss in value caused by missing components, excessive use, customer-caused damage, unauthorized modifications or repairs, or improper cleaning and handling.
For vases, this may include customer-caused scratches, chips, cracks, breakage, dents, damaged weaving, or deterioration caused by use contrary to the product instructions.
Each deduction will be assessed according to the individual circumstances and applicable law.
15. Exchanges
Exchanges depend on current stock and product availability.
SPIRAVE vases may be offered in different materials, sizes, colors, finishes, shapes, and styles. Your preferred replacement may not always be available.
Where a direct exchange is unavailable, we may ask you to complete an approved return for the original item and place a separate order for your preferred product.
Please contact service@spirave.com before returning an item for exchange.
16. Order Cancellations
To request a cancellation, email service@spirave.com as soon as possible after placing your order.
We will make reasonable efforts to assist before fulfillment begins. Cancellation cannot be guaranteed once an order enters processing, picking, packing, protective packaging, shipping preparation, or dispatch.
If your order has already shipped, you may need to follow the applicable return procedure after delivery.
17. Refunds for Canceled Orders
If an order is successfully canceled after payment has been processed, the applicable refund will be issued to the original payment method or another method permitted by the payment provider.
Your financial institution may require additional processing time before the refund appears in your account.
18. Refused or Unclaimed Deliveries
Refusing delivery does not automatically qualify an order for a full refund.
If a package is refused, unclaimed, or returned to the sender, please contact us so we can review its shipping status, carrier charges, product condition, return eligibility, and other relevant circumstances.
Where permitted by applicable law, reasonable shipping or return costs may be deducted from a refund based on personal preference if those costs resulted from refusing or failing to accept an otherwise valid delivery.
19. International Returns
International returns may involve additional shipping costs, customs procedures, carrier requirements, documentation, and transit time.
Fragile glass pieces, woven structures, and finished metal surfaces may require additional protective packaging for international transportation.
Please contact us before sending an international return and follow the instructions provided.
We are not responsible for unnecessary customs charges or shipping expenses caused by sending a return contrary to those instructions, except where responsibility cannot lawfully be excluded.
20. Consumer Rights
This policy supplements and does not replace rights provided by applicable consumer law.
Depending on your country, state, province, or region, you may have additional rights concerning defective or nonconforming products, damage, repairs, replacements, returns, refunds, cancellation, or withdrawal.
Nothing in this policy waives or restricts rights that cannot legally be excluded.
Where mandatory consumer protection laws provide greater rights, those rights continue to apply.
21. Contact Us
For questions about returns, refunds, exchanges, damaged or defective products, or cancellations, 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
For order inquiries, include your order number and the email address used at checkout.
For product concerns, include the product name, a description of the issue, and clear photographs or a short video where relevant and safe to obtain.
Please do not send complete payment card details, CVV or security codes, or account passwords by email.
spirave.com is owned and operated by Hainan Xuchaye Trading Co., Ltd. The company is responsible for online store operations, customer service, order coordination, and related ecommerce activities.
SPIRAVE — Material, Form, and the Space Between.