Terms of service
Terms and Conditions – VivaDecor Backgrounds
All payments must be made in advance. VivaDecor reserves the right to require 100% advance payment of the total order value as a condition for accepting the offer and starting the production process.
All prices include the cost of ordered products, packaging, and shipping, but do not include potential customs duties, import taxes, or additional charges your country may apply before delivery. We ship from Serbia, and since customs regulations vary from country to country, please contact your local customs office or postal service for additional information. VivaDecor is not responsible for any additional import fees, duties, or taxes.
Production of decorative backgrounds and panels takes approximately 10–12 business days. Larger projects, fully custom projects, or special requests may require additional production time. If production will take longer than expected, you will be informed in advance. Once your order is completed, you will receive photos of the products for review before shipment. Preparing the shipment usually takes between 1–3 business days.
All communication is handled exclusively through email. Our social media team (Facebook, Instagram, and others) cannot process orders or provide information regarding customer orders.
Delivery to most countries takes between 5 and 15 business days on average. In certain situations (holidays, pandemics, shipping delays, and similar circumstances), delays may occur. In such cases, we must wait for the shipping company to process the package. If 30 business days pass without delivery, we will file a claim with the shipping company, and if the package is confirmed lost or damaged, you will be eligible for a replacement product or refund.
Please make sure to double-check your shipping address before placing your order.
If you wish to cancel your order before shipment, a cancellation fee of 40% of the total order value will apply.
Placing Your Order
When placing your order and entering the dimensions of your terrarium or decorative space, please provide only the exact internal measurements. The dimensions you provide will be used as the final dimensions of the product. We do not work with standard manufacturer sizes, as they vary between countries. The customer is responsible for measuring the space accurately.
If it turns out that the provided measurements were incorrect, VivaDecor will not be responsible for additional modifications, and any correction costs will depend on the amount of work required.
Once your order is completed, you will receive photos of the entire setup and all ordered products for review and approval. After you approve shipment, we will not accept additional complaints regarding the color, shape, size, or design of the products.
If you receive a damaged product, you must report it immediately after delivery. Claims reported more than 48 hours after receiving the shipment will not be accepted. In case of damage, please send us as many photos as possible showing the damage. If the damage is minor, we will provide repair instructions. If the damage is severe and cannot be easily repaired, we will send a replacement product and arrange the return of the damaged product at no additional cost to you.
Warranty and Claims
Some products come with a 20-year warranty, while others include a lifetime warranty.
The warranty is not valid if the damage was caused by improper handling, incorrect installation, sharp objects, harsh chemicals, or similar factors.
VivaDecor is not responsible for damage to surfaces, glass, or surrounding elements caused by improper installation or handling of the products.
If you modify the products in any way, the warranty will no longer apply.
If the product requires installation using silicone or adhesive, make sure to use products intended for decorative and glass surfaces and always check the expiration date. After installation, the products must remain untouched for at least 48 hours before use.
All VivaDecor products are completely neutral and do not affect air quality, surrounding materials, or the environment in which they are installed.
If a product becomes damaged while still under warranty, and the damage is not covered by the listed exceptions, VivaDecor will provide a replacement product of the same model and size. You will be required to send photos of the entire product and the damaged area.
Decorative backgrounds and panels must be cleaned and maintained regularly. Improper maintenance may lead to dirt or buildup that can damage the protective coating during aggressive cleaning. Claims caused by poor maintenance will not be accepted.
Please read the installation instructions carefully before installing your product. If you have any questions or issues, contact us before making any modifications or adjustments to the product.
If installed properly, all VivaDecor products can remain in excellent condition for many years. The most common causes of issues are:
- using old or expired silicone/adhesives
- not applying enough adhesive or not pressing the product firmly enough
- using unsuitable sealants or adhesives
- not allowing sufficient drying/curing time
- installing the product on dirty or wet surfaces
Even though the products are highly durable, they still need to be handled carefully. The use of harsh brushes or aggressive cleaning products is not recommended.
Use only soft brushes and gentle cleaning products to preserve the protective coating of the product.