At VIVAZ, we take pride in the quality of our products and want you to have a smooth and satisfying shopping experience.
This Return and Refund Policy explains the conditions under which products purchased from our website may be returned, exchanged, or refunded.
By placing an order with VIVAZ, you acknowledge and agree to the terms of this policy.
1. Eligibility for Returns
We accept returns only for products that meet the following conditions:
- The return request is made within 7 days of delivery.
- The product is unused, unworn, unwashed, and in its original condition.
- The product has not been altered, damaged, stained, or otherwise used.
- Original packaging, tags, labels, and accessories, where applicable, are intact.
- The product is returned with the original invoice or order details.
- The product passes our quality inspection after it is received.
Products that do not meet these conditions may not be eligible for return or refund.
2. Non-Returnable Products
For hygiene, customization, quality, and other legitimate business reasons, certain products may not be eligible for return.
Unless otherwise stated by VIVAZ, the following may be non-returnable:
- Customized or personalized products
- Products specifically made or altered according to customer requirements
- Products that have been used, worn, washed, or altered
- Products damaged after delivery due to customer handling
- Products without original tags or packaging
- Products returned after the applicable return period
- Products purchased during a sale or special promotion where the sale terms specify that the product is non-returnable
If a particular product has special return conditions, those conditions will be communicated on the relevant product page or at the time of purchase.
3. Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, or different from the product you ordered, please contact us as soon as possible and preferably within 48 hours of delivery.
To help us resolve the issue quickly, you may be required to provide:
- Your order number
- Clear photographs of the product
- Photographs of the packaging, if relevant
- A description of the issue
- Other information reasonably requested by our customer support team
After reviewing the issue, VIVAZ may offer an appropriate resolution, which may include a replacement, exchange, or refund, subject to verification.
For damaged or defective products, please do not use, wash, alter, or repair the product before contacting us.
4. How to Request a Return
To request a return, please contact VIVAZ through the contact information available on our website.
Please include:
- Order number
- Customer name
- Product name
- Reason for return
- Photographs, where applicable
- Any other information requested by our customer support team
Our team will review the request and provide return instructions if the request is approved.
Do not send a product back without receiving return instructions from VIVAZ.
Unauthorized returns may not be accepted or processed.
5. Return Shipping
Unless the return is due to a product being damaged, defective, incorrect, or another issue attributable to VIVAZ, the customer may be responsible for the applicable return shipping costs.
Where VIVAZ determines that the return is due to an error on our part, we may arrange or reimburse reasonable return shipping costs, subject to our verification process.
Shipping charges already paid on an order may not be refundable in cases where the customer simply changes their mind or no longer requires the product.
6. Return Inspection
Once the returned product is received, it may be inspected to confirm that it meets the return conditions described in this policy.
A refund or exchange will be processed only after the return has been approved.
If the returned product does not meet the required conditions, VIVAZ reserves the right to reject the return and refund request.
7. Refunds
Once your return is approved, the applicable refund will be processed using the appropriate payment method, subject to the payment provider's processing procedures.
Depending on the payment method and financial institution, it may take additional time for the refunded amount to appear in your account.
The refund amount may exclude:
- Applicable shipping charges
- Return shipping charges
- Additional charges that are non-refundable under the applicable order terms
Where a refund is issued because of a defective, damaged, or incorrect product attributable to VIVAZ, we will determine the appropriate refund amount in accordance with the circumstances and applicable law.
8. Exchanges
Where applicable, VIVAZ may offer an exchange instead of a refund.
Exchanges are subject to:
- Product availability
- Eligibility under this Return and Refund Policy
- The condition of the returned product
- Any applicable price difference
If the requested replacement product is unavailable, we may offer an alternative resolution, such as a refund, where appropriate.
9. Order Cancellation
Cancellation requests should be made as soon as possible after placing an order.
An order may be cancelled only if it has not already been processed or dispatched.
Once an order has been dispatched, cancellation may no longer be possible. In such cases, the customer may need to follow the applicable return procedure after delivery.
10. Refund Delays
If your refund has been approved but has not appeared in your account, please first check your bank or payment account.
If the refund is still not received after the applicable processing period, please contact us so that we can assist you.
Processing times may vary depending on the payment method and financial institution.
11. Policy Changes
VIVAZ reserves the right to update or modify this Return and Refund Policy from time to time.
Any changes will be published on this page with an updated Effective Date.
The policy applicable to an order will generally be the policy in effect at the time the order was placed, subject to applicable law.