Refund policy
Return & Refund Policy for Vivoli
Last Updated: 20 June 2026
We want you to be happy with your purchase from Vivoli. This policy explains your rights and our process for returns and refunds. It applies to all orders, wherever you are located.
1. Your Right to Cancel (Change of Mind)
You have the right to return items you are not satisfied with, even if the product is not faulty. This is often referred to as the "cooling-off" period or right of withdrawal.
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Timeframe: You have 14 calendar days from the date you receive your order to let us know you wish to return an item.
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Condition of Returns: Items must be unused, undamaged, and in their original packaging with all tags and labels attached. We cannot accept returns for items that show signs of use or wear.
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How to Initiate: To start a return, contact us at [Email Address] . Please include your order number and the reason for the return. We will provide you with instructions and the return address.
2. Return Shipping Costs
Who pays for return shipping depends on the reason for the return.
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Change of Mind: If you are returning a product because you no longer want it, you are responsible for the cost of return shipping. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.
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Our Error (Wrong, Damaged, or Defective Items): If the item you received is incorrect, damaged, or defective, we are responsible for the return shipping costs. We will provide you with a prepaid return label or reimburse your reasonable return postage upon proof of payment.
3. Refund Process & Timing
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Inspection: Once your return is received at our facility, we will inspect the item. We will notify you by email whether the return has been approved.
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Refund Method: Approved refunds will be issued to your original payment method (credit card, debit card, or payment service used at checkout).
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Processing Time: Refunds are processed within 14 calendar days from the day we receive the returned item. Please allow additional time for your bank or card issuer to post the credit to your account.
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What Is Refunded: If you are returning an item due to a change of mind, we will refund the product price only. Original shipping charges are non-refundable, unless the return is due to an error on our part.
4. Defective, Damaged, or Incorrect Items
If you receive a product that is defective, damaged during transit, or simply not what you ordered, we will make it right at no cost to you.
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Immediate Inspection: Please check your package upon arrival. If damage is visible on the outside of the box, we recommend noting this with the delivery driver before signing.
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Contact Us Promptly: Contact us at [Email Address] within a reasonable time of discovery. Include clear photographs of the damage or defect. We will arrange a replacement or a full refund, including all shipping costs incurred.
5. Non-Returnable Items
The following items cannot be returned for hygiene, safety, or legal reasons unless they arrive damaged or defective:
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[e.g., Opened cosmetics or personal care products]
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[e.g., Earrings or intimate apparel]
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[e.g., Perishable goods]
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[e.g., Digital downloads once accessed]
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[e.g., Custom or made-to-order items personalized for you]
This list is not exhaustive. Any specific restrictions will also be noted on the product page.
6. Exchanges
If you wish to exchange an item for a different size or color, the fastest way is to return your original item for a refund (following the process above) and place a new order. If your item arrived damaged or defective and you would like a direct replacement, please contact us and we will arrange this for you.
7. Late or Missing Refunds
If you have received confirmation that your refund was approved but you have not yet seen the credit in your account:
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Check your bank or payment account again.
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Contact your bank or card issuer, as processing times can vary.
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If you have done both and still have not received your refund, contact us at [Email Address] and we will assist you.