RETURN POLICY

 

We hope you enjoy your Vivenoy purchase. If something is not right, please review the following return and refund conditions.

Return Period

You may request a return within 30 days after the order is marked as delivered.

To be eligible for a return, the item must be:

  • Unworn and unused.

  • Unwashed.

  • Free from perfume, makeup, deodorant, stains, or damage.

  • In its original condition.

  • Returned with its original tags and packaging where applicable.

  • Accompanied by proof of purchase.

Items that do not meet these conditions may be refused or may receive a reduced refund where permitted by law.

How to Request a Return

Before sending an item back, email support@Vivenoy.com and provide:

  • Your order number.

  • The item you wish to return.

  • The reason for the return.

  • Clear photographs if the product is damaged, defective, or incorrect.

If your return is approved, we will provide the return instructions and correct return address.

Do not return items to the address printed on the original shipping parcel unless our customer service team confirms that address in writing. Unauthorized returns may not be received or refunded.

Return Shipping Costs

For returns caused by a change of mind, unsuitable fit, color preference, or an ordering mistake, the customer is generally responsible for the return shipping cost.

If we confirm that an item is defective, damaged on arrival, or different from the item ordered, Vivenoy will provide an appropriate solution and cover reasonable return costs where a return is required.

Original shipping charges are generally non-refundable unless the return results from our error or applicable law requires otherwise.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If an item is damaged, defective, or incorrect, contact us as soon as possible and preferably within seven days of delivery. Include your order number and clear photographs or video showing:

  • The entire item.

  • The damaged or defective area.

  • The packaging and shipping label.

  • Any incorrect size, color, or product received.

We may offer a replacement, partial refund, full refund, or another appropriate resolution after reviewing the evidence.

Minor color differences caused by lighting, photography, screen settings, or fabric batches are not normally considered defects.

Incorrect Size

Customers are responsible for reviewing the product-specific size chart before ordering. Sizes may vary between products and may not match the standard sizing used by other brands.

An item ordered in the wrong size may be returned if it satisfies the standard return conditions. Return shipping costs will normally be the customer’s responsibility.

Non-Returnable Items

The following items cannot normally be returned unless they arrived damaged, defective, or incorrect:

  • Underwear, lingerie, and intimate garments.

  • Swimwear without an intact hygiene seal.

  • Earrings and other hygiene-sensitive accessories.

  • Gift cards.

  • Personalized or custom-made items.

  • Items marked “Final Sale” or “Non-Returnable” before purchase.

  • Items showing signs of wear, washing, alteration, or misuse.

Statutory consumer rights applicable in your jurisdiction are not affected.

Exchanges

We do not guarantee direct exchanges because inventory may change quickly.

The fastest option is usually to return the eligible item for a refund and place a new order for the preferred size, color, or style. Contact customer service if you need assistance.

Refund Inspection

After the returned item arrives, it will be inspected. We will notify you whether the refund has been approved.

Approved refunds are issued to the original payment method. Please allow approximately 5–10 business days after processing for the refund to appear, depending on your bank or payment provider.

Order Cancellations

If you need to cancel or change an order, contact us immediately.

We will try to accommodate the request, but cancellation or modification is not guaranteed after the order has entered processing or has been dispatched.

If the order has already shipped, it must follow the normal return procedure after delivery.

Refused or Unclaimed Packages

If a package is refused, left unclaimed, or returned because customs charges were not paid, the original shipping fee, return shipping cost, customs charge, or carrier handling fee may be deducted from the refund.

Contact Us

To request a return or ask a question, contact:

support@Vivenoy.com