Refund and Return
At VIVIFIE, we are committed to delivering high-quality products and exceptional customer service. To ensure transparency, trust, and customer satisfaction, we have established the following comprehensive return and refund policy, applicable to all customers worldwide.
14-Day Money-Back Guarantee
If you are not satisfied with your purchase for any reason, you may request a refund within 14 days of receiving the product. To be eligible for a refund:
- The item must be unused, unopened, and in its original packaging with all tags attached.
- Return shipping costs will be the responsibility of the customer if the return is due to personal reasons such as change of mind or ordering the wrong item. However, if the return is due to a product defect, damage, or an error on our part, VIVIFIE will cover the return shipping costs. In cases where responsibility is unclear, return shipping costs may be determined through mutual agreement between the customer and VIVIFIE.
Once we receive and inspect the returned item, a full refund will be issued to your original payment method.
Defective, Damaged, or Incorrect Items
If your item arrives defective, damaged, or incorrect, please email us within 72 hours of delivery. Include:
- Your order number
- Clear photos or videos of the issue
We will arrange for:
- A free replacement, or
- A full refund, based on your preference
This policy ensures you receive the correct and quality-assured item, risk-free.
Order Cancellation Policy
Orders may be canceled at no cost before they are shipped. To cancel an order, send a cancellation request to services@vivifie.com.
Please note: If a tracking number has already been issued, the order cannot be canceled.
Non-Refundable / Non-Returnable Situations
We cannot accept returns or offer refunds in the following scenarios:
- Product has been used, washed, or is not in its original condition.
- Return request is submitted after 14 days.
- Delays caused by customs clearance or inspections during international shipping.
- Products not purchased from our official store.
- Damage caused by customer misuse or handling.
Refund Processing Time
Refunds will be processed within 1–3 business days after the returned item is received and verified. The refund will be issued to your original payment method. Actual posting time may vary depending on your bank or payment provider.
12-Month Warranty & 10-Year Quality Guarantee
All VIVIFIE products are covered by:
- A 12-month warranty for manufacturing defects
- A 10-year quality guarantee ensuring our long-term product excellence and customer trust
For full details, please visit our Warranty Policy page.
Shipping Policy
We offer reliable and fast shipping services. Delivery times vary based on your location and selected shipping method. For more details, visit our Shipping Policy page.
Customer Support
If you have any questions or concerns, our customer care team is here to help:
📧 Email: services@vivifie.com
🕘 Response Time:
Weekdays: within 24 hours
Weekends & Holidays: within 48 hours
Additional Return & Refund Terms
Q: "What happens if I refuse to accept the delivery?"
If a package is refused without a valid reason related to product defects or delivery issues, the return shipping and any applicable handling fees will be deducted from the refund.
Q: "What if I entered the wrong address or didn’t claim the package?"
If a package is returned due to an incorrect address provided by the customer or failure to claim the package in time, the customer will be responsible for the additional shipping charges or associated fees.
Q: "Can I return only part of my order?"
If only part of the order is returned (e.g., one item out of multiple), the refund will be calculated based on the actual value of the returned items only.
Q: "What if I return a product that doesn’t match the original order?"
If the returned item does not match the original order or appears to be used fraudulently, VIVIFIE reserves the right to reject the refund and take necessary legal action.
Q: "What if I discover a hidden defect after using the product?"
If a hidden manufacturing defect is discovered after the product is used, the customer may still be eligible for a refund or replacement. Clear evidence is required.
Q: "Can VIVIFIE limit return privileges?"
VIVIFIE reserves the right to limit return privileges for customers with repeated or suspicious return activity.
Q: "Are pre-order or limited edition items eligible for return?"
These items may be subject to different return conditions. Customers will be informed of specific terms prior to purchase.
Q: "How are refunds handled for discounted or voucher-based orders?"
Products that have been opened but not used will be evaluated on a case-by-case basis. If accepted, a restocking fee may apply.
