Return/Exchange

30 Days Easy Return/Exchange

We have high quality control standard to make sure all the products we ship in perfect conditions, however, a return or an exchange request is unavoidable. 

We suggest to inspect your package upon arrival. In the rare case there is a damaged item, missing item or an incorrect item in package, please contact us immediately, so we can correct any problems.

Return/Exchange Guidelines

To make the return/exchange process as smooth as possible, please follow the guidelines below:

1. Contact Customer Service

• Reach out to our customer service team within 30 days of receiving your order to request a return/exchange authorization and the return address.
• Unauthorized returns (without prior approval) will not be accepted.

2. Eligibility for Return/Exchange

• Returns are accepted only for products with quality issues.
• Please note that minor color or size differences are normal due to manufacturing processes and are not considered defects.

3. Condition of Returned Items

• Returned items must be:
  • In their original condition (unworn, unwashed).
  • With original tags and protective strips intact.
• Items with signs of use (e.g., stains from makeup, deodorant, perfume, etc.) will not be accepted.

4. Return Process

• Customers are responsible for:
  • Shipping the return via their local post office (to avoid additional taxes).
    
  • Including the completed return/exchange authorization form in the package.
  • Retaining the tracking number as proof of shipment.
• C.O.D. (Cash on Delivery) returns will not be accepted.

5. Processing Time

• Once we receive the return and confirm its condition:
  • You will receive an email notification.
  • A refund or exchange will be processed within 7 business days.

EU buyers' return policy will be consistent with the EU local law.

If you have any questions, please contact at aftersales@vivaestel.com