Our policy is applicable for 14 days after order is received. If 14+ days have gone by since receipt, unfortunately we can’t offer you refunds or exchanges.
To be eligible for return, your item must be unused, undamaged and in the same condition that you received it. It must also be in the original packaging.
Exact exchanges will be made on damaged or defective products. If a product arrives damaged, you must keep all original packaging material for insurance purposes. Claims must be made within fourteen (14) days of receipt via email to firstname.lastname@example.org If you are unhappy with your purchase you may return it in its original condition for a refund. Shipping cost will not be refunded. Please contact email@example.com for further instructions.
In the event of an exchange or return, please contact us by email at firstname.lastname@example.org for a Return Authorization Number. Once the return is approved, the Viventia will provide instructions on where to return your merchandise.
In addition to insuring your return, we strongly recommend that the order be sent with Delivery Confirmation. Should the VIVENTIA Shop not receive your return, we will not be able to issue a refund. Refunds on returns will be issued on the price of the merchandise and any sales tax, if applicable. If the purchase is made in a currency other than Euro, a refund will be based on the daily rate of the date of purchase. Exchanges will be treated as a return and shipping will be charged to send any requested items.
Items that are returned to our warehouse as undeliverable by USPS or UPS, or DHL, or returned after 3 delivery attempts will be treated as a return. Shipping will be charged again upon the request of an order reshipment. We will try and reach out to you three times through the email address provided with your order. If 2 months have passed, and we have not received a response from you, your item will be returned-to-stock, and you will be refunded for the product cost, but not the shipping costs, associated with this order.
To complete your return, we require a receipt or proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first double check your account. Then contact your credit card company, as it may take some time before your refund is processed.
If you’ve done all of this and you still have not received your refund, please contact us at email@example.com. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Delivery Gone Missing
Unfortunately, postal services have bad days too. We understand that things go missing in the mail from time to time. However, in order to keep the VIVENTIA Shop afloat, we kindly ask the following: If your order seems to be lost in mail, please notify us by email ( firstname.lastname@example.org ) no later than three weeks for domestic orders, and five weeks for international orders, after having received your VIVENTIA Shop shipping notification. We will do our best to work with you and the shipping service to locate your package, and/or send you a replacement. Unfortunately, we are unable to assist after this time frame has passed.