Refund policy
Returns & Refund Policy
At Viviloes, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may request a return in accordance with the policy below.
1. Return Window
We accept return requests within 30 days after delivery of your order.
To be eligible for a return, the item must:
- Be unused and in the same condition in which you received it.
- Include all original parts, accessories, and packaging, where applicable.
- Not show signs of misuse, intentional damage, or excessive wear.
- Be accompanied by a valid order number or proof of purchase.
Returns requested more than 30 days after confirmed delivery may not be accepted unless required by applicable law.
2. How to Request a Return
Before sending any product back, please contact our customer support team at:
Email: support@viviloes.com
Please include:
- Your order number
- The item you wish to return
- The reason for the return
- Photos or videos if the product is damaged, defective, or incorrect
Our customer support team will review your request and provide return instructions.
Please do not send your purchase back without first contacting us.
3. Return Address
Once your return request has been approved, eligible returns may be sent to:
Viviloes Returns
561 E 7th St
Sheridan, WY 82801
United States
Please contact support@viviloes.com before shipping your return so that we can confirm the return instructions applicable to your order.
Items returned without prior authorization may experience delays in processing.
4. Return Process
The return process is as follows:
- Contact support@viviloes.com within 30 days of delivery.
- Provide your order number and the reason for your return.
- Our customer service team will review your request and provide return instructions.
- Ship the approved item to the return address provided.
- Once we receive your returned item, our team will inspect it.
- We will notify you by email whether your refund has been approved or rejected.
- If approved, your refund will be issued to your original method of payment.
5. Refunds
Once your returned item has been received and inspected, we will notify you of the status of your refund.
If your refund is approved, it will be processed to the original payment method used for the order.
Approved refunds are generally processed by us within 5–10 business days after the returned item has been inspected.
Depending on your bank, credit card issuer, or payment provider, additional processing time may be required before the refunded amount appears in your account.
6. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive an incorrect item, please contact us at support@viviloes.com as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Clear photos or videos showing the problem
If we confirm that the item was damaged, defective, or incorrectly supplied by us, we will arrange an appropriate replacement or refund.
In cases where the issue is caused by us, we will cover the applicable return shipping costs.
7. Return Shipping Costs
For returns caused by a change of mind, personal preference, incorrect size selection, or other reasons not caused by Viviloes, the customer is responsible for the cost of return shipping.
Original shipping charges are generally non-refundable unless the return is the result of an error on our part or otherwise required by applicable law.
If the item you received is defective, damaged, or incorrect due to our error, Viviloes will cover the applicable return shipping costs.
We strongly recommend using a trackable shipping service when returning an item.
Viviloes is not responsible for returned packages that are lost in transit before they are delivered to the approved return address.
8. Exchanges
We accept exchange requests for eligible products within 30 days after delivery.
If you received a damaged, defective, or incorrect product, please contact support@viviloes.com and we will assist you with the appropriate replacement process.
For other exchange requests, customers may be responsible for return shipping costs.
Please contact us before returning any item for exchange.
9. Non-Returnable Items
Certain products may not be eligible for return due to hygiene, safety, personalization, or other applicable restrictions.
Examples may include:
- Personalized or customized products
- Products that have been used or damaged after delivery
- Products missing original components or accessories
- Items specifically marked as Final Sale
- Products that cannot be returned for hygiene or safety reasons, where clearly stated on the product page
Any item that is not eligible for return will be clearly identified where applicable.
Nothing in this policy limits any rights you may have under applicable consumer protection laws.
10. Sale Items
Sale or promotional items are generally eligible for return under the same conditions stated in this policy unless the item is clearly marked as Final Sale at the time of purchase.
Final Sale items are not eligible for return or exchange unless they arrive damaged, defective, incorrect, or applicable law requires otherwise.
11. Late or Missing Refunds
If you have received confirmation that your refund has been processed but have not yet received the funds:
- Check your bank or payment account again.
- Contact your credit card company or payment provider, as processing may take additional time.
- Contact your bank to confirm whether the refund is pending.
If you have completed these steps and still have not received your refund, please contact us at:
12. Currency
All prices displayed on viviloes.com are primarily displayed and processed in U.S. Dollars (USD) unless otherwise clearly stated at checkout.
Refunds are processed based on the amount paid through the original transaction and returned to the original payment method.
If your payment provider performs currency conversion, exchange rates or conversion fees imposed by your bank or payment provider may apply.
13. Taxes, Customs Duties, and Import Fees
Product prices displayed on viviloes.com do not automatically include all customs duties, import taxes, customs clearance fees, or other charges that may be imposed by the destination country or region unless otherwise clearly stated at checkout.
Depending on the destination, customers may be responsible for applicable:
- Import duties
- Customs charges
- Local taxes
- Customs clearance fees
- Other government-imposed charges
These fees are determined by the relevant authorities and are outside the direct control of Viviloes.
If any taxes or duties are collected directly during checkout, the applicable amount will be clearly displayed before payment is completed.
Customers are responsible for reviewing applicable import requirements in their country or region before placing an order.
14. Refused or Unclaimed Packages
If a customer refuses delivery or fails to claim a package and the package is returned to us, any refund will be assessed after the returned package has been received and inspected.
Any non-refundable shipping, return shipping, customs, or carrier charges incurred as a result of a refused or unclaimed delivery may be deducted from the refund where permitted by law.
15. Order Cancellation
If you need to cancel an order, please contact us as soon as possible at support@viviloes.com.
We will make reasonable efforts to cancel the order before it is processed or shipped.
Once an order has already been shipped, it generally cannot be cancelled and must instead be handled through the return process described in this policy.
16. Contact Information
For questions regarding returns, exchanges, refunds, damaged items, or order issues, please contact us:
Brand: Viviloes
Operated by: Wuhan Xinshenli Culture Media Co., Ltd.
Website: viviloes.com
Customer Support Email: support@viviloes.com
Address: 561 E 7th St, Sheridan, WY 82801, United States
We will respond to customer inquiries as soon as reasonably possible.
17. Changes to This Returns & Refund Policy
We may update this Returns & Refund Policy from time to time to reflect changes to our business practices, legal requirements, or services.
The most current version of this policy will always be available on this page.
Your continued use of our website following any update is subject to the version of this policy in effect at the applicable time.