Vival stands by the quality and durability of its desks. This Warranty Policy details the scope of coverage, terms, and conditions so you know what is included under warranty.
Warranty Duration
- Standard Warranty Period: 1 year (12 months) from the date of original purchase. The warranty period begins on the delivery or purchase date as indicated on your receipt or invoice.
- Extended Warranty Option: We offer an optional extended warranty for the Vival Desk's motor. For an additional S$38, you can purchase an extra 1-year coverage for the motor, giving you a total of 2 years of warranty for the motor (1 year standard + 1 year extended). The extended warranty must be purchased at the time of sale (or within the initial warranty period, as specified by our sales terms). All terms and conditions of the standard warranty apply equally during the extended period.
Note: Warranty coverage is calculated from the original purchase date and does not restart or extend except with the purchase of the above extended warranty. Any replacement or repaired item under warranty is covered only for the remainder of the original warranty period (unless the extended warranty applies).
What is Covered
Our warranty covers defects in materials and workmanship of the Vival Desk under normal use and conditions. In particular, the following components and scenarios are covered:
- Electric Motor & Leg Assembly: The Vival Desk’s motor is integrated into the leg assembly. If the motor or leg assembly fails due to a manufacturing defect within the warranty period, we will provide a one-to-one replacement of the entire motor-leg assembly at no charge for the part. (Because the motor and legs are built as one unit, the whole assembly will be exchanged.) This replacement is a parts-only exchange – labor for disassembly or reassembly is NOT included (see "Service Procedure" below for details). The customer will be responsible for removing the defective leg/motor unit and installing the replacement.
- Controller Unit: The electronic controller (handset or control box that operates the desk) is also covered under the warranty. If the controller is found to be defective within the warranty period, we will replace it one-for-one at no charge for the part. This, too, is a parts-only replacement with no labor included.
- Other Electrical Components: Any other electrical components of the desk (such as cables or power supply, if applicable) that are explicitly included in the product package and have manufacturing defects will be repaired or replaced at our discretion within the warranty period.
- Missing or Damaged Parts on Arrival: While not a "defect" in workmanship, if upon first unboxing/assembly you find that any required hardware (screws, bolts, nuts, etc.) or other parts are missing or significantly damaged, we will provide the missing or damaged items to you free of charge. (This is a rare occurrence as our products undergo strict quality checks, but we will resolve it should it happen. See the Claims Process below for how to report missing parts.)
Important: The warranty only covers problems resulting from manufacturing faults or defective materials. It does not cover any issue caused by improper use or external factors (see "What is Not Covered" below).
What is Not Covered (Exclusions)
This warranty is limited to manufacturing defects and does not cover the following circumstances or conditions, consistent with international standard warranty exclusions:
- Cosmetic Damage & Normal Wear: Any cosmetic issues that do not affect functionality, such as scratches, dents, scuffs, discoloration, or other normal wear and tear on the desk surfaces or legs. Minor imperfections or variations which do not impact the desk’s performance are not covered. (For example, scratches or paint chips that occur after purchase are considered normal wear and are not covered by warranty.)
- Misuse, Abuse, or Improper Use: Damage or failure resulting from misuse, abuse, or negligence. This includes using the desk outside of its intended purpose or specifications (such as exceeding the weight limit, standing or jumping on the desk, using the product outdoors if it’s meant for indoor use, etc.), damage from dropping, hitting, or mishandling the desk, and any damage caused by liquids or other foreign substances.
- Unauthorized Modifications or Repairs: Any defects or damage caused by attempts to modify, tamper with, or repair the desk or its components by the customer or unauthorized service providers. Any unauthorized disassembly of the motor or other electrical components (beyond the routine assembly instructions) will void the warranty for those components. (Note: Simply assembling the desk according to the user manual does not void the warranty, but altering the product or its electronics beyond what the manual allows will void coverage.)
- External Factors & Accidents: Damage caused by external events such as fire, flood, or other natural disasters, power surges or lightning strikes, or damage caused by transportation (after delivery to the customer) or storage in improper conditions (e.g., extreme temperatures or humidity outside the product’s specified range).
- Consumables and Unrelated Parts: Any consumable parts (if any) or accessories not part of the original product packaging. Also, any add-on parts or surfaces not manufactured or sold by our company are not covered by this warranty.
- Alteration of Product Identification: Removal or defacing of serial numbers, logos, or certification labels on the product (if such exist) may void this warranty, as we may be unable to verify the product's authenticity or warranty status.
In summary, any damage or problems that are not the direct result of a manufacturing defect are not covered. This warranty covers the functionality of the product under normal use, and not damage or issues arising from external causes or customer actions.
Warranty Service Procedure (How to Make a Claim)
If you experience an issue with your Vival Desk that you believe is covered under this warranty, please follow these steps to obtain service or replacement:
- Contact Customer Support: Reach out to our customer service team as soon as you notice a problem. You can contact us via our official WhatsApp support line or email (see our website’s contact page for the latest contact information). Provide your name, the order number or proof of purchase (receipt/invoice), the purchase date, and a brief description of the issue.
- Provide Evidence of the Issue: To expedite your claim and help us diagnose the problem, we may ask you to provide evidence. For mechanical or electrical issues, please take a short video or clear photographs showing the problem:
- If the motor/leg assembly is not functioning (e.g., the desk is not moving up/down properly or is stuttering), record a video demonstrating the malfunction. This video could show, for instance, you pressing the controller button and the desk failing to move or making unusual sounds.
- If the controller (keypad/display) is defective (e.g., unresponsive or error codes displayed), a photo or video of the controller screen or behavior will be helpful.
- For missing or damaged small parts (screws, bolts, etc.), please take a photo of the parts you received and circle or indicate which specific piece is missing or damaged.
This evidence can be sent to us via WhatsApp or email. It will allow our support team to verify the issue remotely in most cases, which means we can approve and process your claim faster.
- Verification and Troubleshooting: Once we receive your claim and evidence, our technical support team will review the information. We may reach out with additional troubleshooting steps or questions to determine if the issue can be resolved without a replacement (for example, certain error codes might be fixed with a reset procedure). Please cooperate with any troubleshooting attempts – sometimes an issue can be solved quickly without needing a part replaced. If the problem is confirmed to be a defect covered by warranty and cannot be resolved with simple troubleshooting, we will approve the warranty claim.
- Claim Approval: After verifying the issue is covered under warranty, we will inform you that your claim is approved. At this stage, we will explain the next steps to you, including preparation of the replacement part or product. We will also confirm the location and procedure for you to obtain the replacement.
- Replacement Provision (Parts Exchange): For a defective motor & leg assembly or controller, our remedy is to provide a one-to-one replacement of that part:
- We will prepare a replacement unit (either new or refurbished to like-new condition) for the faulty component. The replacement will be of equal or improved model/specification compared to the original.
- Self-Collection: The replacement part will be available for you to collect at our designated service center or office. (Our team will provide the address and available pickup times.) Please note: The warranty does not include delivery or on-site labor for replacements. You or your representative will need to pick up the part from us. If you are unable to collect in person, you may authorize someone to collect on your behalf, or discuss with our team if a shipment can be arranged at your cost.
- When picking up the replacement, you will typically be asked to return the defective part to us at the same time. (For example, bring the faulty motor/leg assembly in exchange for the new unit.) This one-for-one exchange helps us verify the defect and also ensures the defective part is properly recycled or repaired. If the part is not easily transportable, we will discuss alternative arrangements, but failure to return the defective component may result in charges (since the replacement is provided on the condition of exchanging the faulty unit).
- Self-Installation of Replacement: You will be responsible for installing the replacement part into your Vival Desk. Our products are designed for modular replacement, and we will provide guidance or instructions for installation if needed. Assembly/disassembly labor is not covered by the warranty, meaning we do not send technicians to install the part for you under free warranty service. Most customers can follow the user manual or our support guidance to replace parts. If you require assistance, we can recommend a service, but any labor costs would be at your expense.
- Verification after Service: After you have installed the replacement part, we recommend testing the desk’s functions to ensure everything is working correctly. If you encounter any issues with the new part, please inform us immediately. Replaced parts are covered by the original warranty term (they do not come with a brand new 1-year warranty of their own, unless the replacement occurs under an extended warranty period or other special arrangement). We keep a record of all warranty service performed.
By following the above procedure, we aim to make the warranty claim process as smooth and efficient as possible. Our goal is to minimize your downtime and get your desk back to full working order promptly.
Missing Hardware or Components
We take great care to ensure every Vival Desk package includes all necessary parts and hardware. In the extremely rare event that you discover any missing screws, bolts, nuts, or other hardware (or other components) when setting up your desk, please let us know right away:
- Reporting Missing Parts: Contact our customer support (via WhatsApp or email) and specify which parts are missing. It’s very helpful to include a photograph of the assembled desk or the parts you have, with an indication of what is missing. For example, lay out the screws you did receive, and circle or highlight the ones you believe are missing (per the instruction manual’s parts list).
- Replacement of Missing Parts: Once we verify which hardware you need, we will provide the missing parts to you at no charge. Small hardware (like a few screws) will typically be sent by mail or courier to your address for convenience. If the missing part is larger or if you prefer a faster solution, you may choose to pick up the part from our service center. We will coordinate the method of getting the parts to you in the quickest way possible.
- Verification & Policy on Missing Claims: We may double-check our inventory and packing logs based on your report. Providing photo evidence of missing parts is required as part of our process – this helps us maintain the integrity of our warranty service and prevent misuse. We reserve the right to decline assistance if a claim is suspected to be fraudulent. (For instance, claiming the same missing parts multiple times without basis may be considered an abuse of policy.) However, if the claim is genuine, we assure you it will be handled promptly and courteously. Our priority is that you receive everything you need for a fully functional product.
Rest assured, instances of missing hardware are exceedingly uncommon, but we include this in our policy to clearly inform you that we will take care of it should it occur.
Limitations and Conditions
Please note the following additional terms and limitations of our warranty, consistent with standard international warranty practices:
- No Limit on Valid Claims (Within Warranty Period): We do not impose a limit on the number of warranty claims or replacements you can receive during the active warranty period. If a repaired or replaced component fails again within the original warranty timeframe, and the failure is due to a manufacturing defect, we will honor the warranty again. In other words, you are covered for any number of defects that might (in very rare cases) occur, as long as they fall under warranty conditions and within the time limit. However, all replacements do not extend the original warranty end date. The warranty term is counted from the purchase date, not from the date of the last replacement.
- Proof of Purchase & Original Owner: Warranty service will only be provided to the original purchaser of the Vival Desk. You may be asked to provide proof of purchase (such as the order confirmation, invoice, or receipt) to validate your warranty claim. This warranty is not transferable to subsequent owners of the product. (If you sell or give away the desk, the new owner will not be covered by this warranty, except as allowed by local consumer law.)
- Parts-Only Coverage (No Labor/Damage to Property): Our warranty covers replacement or repair of the product parts only. It does not cover any labor costs. This means we do not cover the cost of assembling, disassembling, installing, or uninstalling the desk or any components, nor any other services such as inspection at your home. Additionally, the warranty does not cover any ancillary costs or losses arising from a defect (for example, personal time spent assembling, or any damage to property that might occur if the desk malfunctioned). Incidental or consequential damages are not covered (see below). The customer is responsible for any labor or service fees if they choose to hire someone to diagnose or fix the product outside of our provided parts replacement.
- Quality of Replacement Parts: Any replacement product or part provided under warranty will be new or refurbished to a like-new condition, at our discretion. All replacements will be functionally equivalent to the original part. We strive to supply identical models/parts, but if an exact match is not available (for instance, if a model has been discontinued), we will provide a part of equal or better performance and compatibility.
- Ownership of Replaced Parts: When a defective part is replaced under warranty, the replaced (defective) part becomes the property of the company. If we send you a replacement before receiving the original part, we may require a credit card hold or deposit until the defective part is returned to us. Once the defective part is returned (or confirmed destroyed, in some cases), we lift any holds. This process ensures that warranty replacements are used to genuinely replace defective parts and not to obtain free spare components.
- Misuse or Fraudulent Claims: This warranty is intended to cover genuine product issues to legitimate customers. Any misuse of the warranty, such as intentionally damaging the product to claim a new one, or making false claims, is strictly prohibited. If we determine that a customer has attempted to defraud or abuse the warranty system, the warranty will be void for that product, and future warranty service may be refused. We value fairness and will always investigate situations carefully, but we reserve the right to protect our business from fraudulent activity.
- Limits of Liability: Except for the obligations specifically set forth in this warranty policy, Vival (the company) shall not be liable for any indirect or consequential losses or damages. This includes, but is not limited to, loss of use of the product, lost time or productivity, inconvenience, or any damage to property or personal injury that is not caused by our negligence or a defect in the product. Our liability is limited to the repair or replacement of the defective product or component under the conditions explained above. We do not assume any liability for any other claims, whether in contract, tort, or otherwise, beyond the value of the original product purchase price, except as required by law.
- No Other Warranties: No salesperson, retailer, or third party is authorized to make any other warranties or promises about the product on our behalf. This written Warranty Policy is the only warranty provided by us for the Vival Desk. To the maximum extent permitted by law, any implied warranties (including warranties of merchantability or fitness for a particular purpose) are limited in duration to the applicable warranty period specified above. Some jurisdictions do not allow limitations on how long an implied warranty lasts, so this limitation may not apply to you in such cases.
Consumer Rights and Local Law
This Warranty Policy is designed to be compliant with international standards and to be fair and clear. Your consumer rights under local law are not overridden by this warranty. In fact, this warranty provides benefits in addition to any rights you may have under mandatory consumer protection laws.
- Jurisdiction Variances: Some countries or states do not allow the exclusion or limitation of certain damages or rights. For example, certain jurisdictions have "lemon laws" or specific consumer protection statutes that may give you the right to claim remedies beyond what is stated here, especially if a product fails within a short period. Any limitations or exclusions in this Warranty Policy shall apply to you only to the extent permitted by the laws of your jurisdiction.
- Non-Affectation of Statutory Rights: This warranty gives you specific legal rights, and you may also have other rights which vary from region to region. For instance, in Singapore (where Vival is based), consumers are protected by the Consumer Protection (Fair Trading) Act and Lemon Law provisions, which provide remedies for defective products within a certain timeframe. Similarly, in the European Union, consumers have rights under the EU consumer laws (like the two-year conformity guarantee). Nothing in this warranty policy is intended to limit or exclude any such mandatory rights you have. We will always honor any additional obligations or remedies required by local law.
- Governing Law: This warranty is offered by Vival in Singapore and is governed by the laws of Singapore. When we begin operations in other countries, we will adhere to the local laws regarding warranty and consumer protection in those countries. If any provision of this warranty conflicts with any country’s consumer laws, that provision shall be deemed modified to comply with such laws, and the remainder of the warranty policy remains in full effect.
How to Get Further Assistance
We are committed to customer satisfaction. If you have any questions about this Warranty Policy or need clarification on any point, please contact us. Our customer support team will be happy to explain your coverage or assist in any way. You can reach us via email or WhatsApp as listed on our Contact Us page.
For any warranty claims or service, always start by reaching out to us – attempting to fix the product yourself (beyond the standard assembly) or via a third party during the warranty period may void your coverage. We are here to help, and most issues can be resolved quickly through the process described above.
Thank you for choosing Vival Desk. We design our products with high quality standards, and while we hope you never encounter a defect, we will be here to support you if you do. Enjoy the flexibility and comfort of your Vival standing desk, and rest assured that we have you covered under our warranty for a full year (or more, with extended coverage) from your purchase.
