Refund policy
RETURN & REFUND POLICY – VIVANTE
Draft – 2026
At Vivante, we want you to feel confident when shopping with us. This Return & Refund Policy explains the conditions for cancellations, returns, refunds and faulty or damaged products.
1. 14-DAY RIGHT OF WITHDRAWAL
If you are a consumer in the European Union, you generally have the right to withdraw from an online purchase within 14 days without giving a reason.
For goods, the 14-day withdrawal period generally begins on the day you, or a third party designated by you other than the carrier, receives the goods.
To exercise your right of withdrawal, you must inform us of your decision within the applicable 14-day period.
Please contact:
Vivante Customer Service
Email: vivanteshop26@gmail.com
2. RETURNING A PRODUCT AFTER WITHDRAWAL
After notifying us that you wish to withdraw from your purchase, the product must be returned without undue delay and no later than 14 days after you communicate your decision to withdraw.
Please contact us before sending a return so that we can provide the appropriate return instructions.
Return address:
[TO BE ADDED]
Do not return a product to an address shown on the original parcel unless we have confirmed that it is the correct return address.
3. RETURN SHIPPING COSTS
For a standard return under the 14-day right of withdrawal, the customer will be responsible for the direct cost of returning the product, unless Vivante agrees otherwise or applicable law requires otherwise.
The customer will be informed of the appropriate return procedure before sending the product back.
4. CONDITION OF RETURNED PRODUCTS
Customers may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functioning.
The customer may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose.
Any applicable legal exceptions to the right of withdrawal will be applied only where permitted by law.
5. HYGIENE-RELATED EXCEPTIONS
Certain sealed goods may be excluded from the right of withdrawal after opening where they are not suitable for return for health protection or hygiene reasons and where the applicable legal requirements for this exception are met.
We will not apply this exception more broadly than permitted by applicable consumer law.
6. DAMAGED, FAULTY OR INCORRECT PRODUCTS
If your product arrives damaged, faulty, or you receive an incorrect product, please contact us as soon as possible at:
vivanteshop26@gmail.com
Please provide your order number and a description of the issue. Photographs may be requested where reasonably necessary to help us assess the problem.
Returns relating to faulty or non-conforming goods are handled separately from returns made simply because a customer has changed their mind.
Your statutory rights regarding faulty or non-conforming goods remain unaffected.
7. REFUNDS FOLLOWING WITHDRAWAL
Where the legal right of withdrawal applies, eligible payments will be reimbursed in accordance with applicable consumer law.
This generally includes the standard delivery cost paid for the original order. Additional delivery costs resulting from choosing a more expensive delivery method than the least expensive standard delivery option offered by us are not required to be reimbursed.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed.
No additional fee will be charged to the customer solely because of the method used to issue the refund.
8. REFUND TIMING
Where the legal right of withdrawal applies, reimbursement will be made without undue delay and within the time required by applicable law.
Where permitted by law, we may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.
9. EXCHANGES
If you would like to replace a faulty, damaged or incorrect product, please contact us at:
vivanteshop26@gmail.com
Available remedies will depend on the circumstances and your applicable consumer rights.
10. CANCELLING AN ORDER BEFORE SHIPMENT
If you wish to cancel an order before it has been shipped, please contact us as soon as possible.
We will try to process the cancellation before dispatch, but cancellation before shipment cannot be guaranteed once order processing has begun.
This does not affect any statutory right of withdrawal that may apply after delivery.
11. CONSUMER RIGHTS
Nothing in this Return & Refund Policy is intended to exclude, restrict or reduce any mandatory consumer rights available under applicable law.
12. CONTACT
For questions about cancellations, returns, refunds or damaged products, please contact:
Vivante Customer Service
Email: vivanteshop26@gmail.com