Refund policy
Refund and Return Policy
Thank you for choosing Vivimia. We are committed to providing carefully crafted, high-quality products and a smooth shopping experience. If you are not satisfied with your purchase, please review the return, refund, restocking fee, and warranty terms below.
30-Day Return Policy
You may request a return within 30 days of receiving your order. To be eligible, the item must be unused, uninstalled, undamaged, and in its original packaging with all accessories included. Please also provide your order number or proof of purchase.
How to Request a Return
- Email support@vivimia.com with your order number, the item you wish to return, and the reason for the return.
- If the request is approved, we will provide return instructions and a Return Authorization number.
- Pack the item securely in its original packaging and include all accessories.
- Ship the package within 7 days after receiving return approval.
- Email us the tracking number after shipment. We may request photos to verify the condition of the returned item.
Return Shipping and Fees
For returns due to a change of mind or other customer preference, the customer is responsible for return shipping costs. If the return is caused by a defective, damaged, or incorrectly shipped item, Vivimia will provide an appropriate solution.
Original shipping charges and expedited shipping charges are generally non-refundable unless the return is caused by our error or a defective product.
Restocking Fee
A restocking fee equal to 20% of the product price may apply to approved returns caused by customer preference, including change of mind, buyer’s remorse, purchasing by mistake, or no longer needing the item.
The restocking fee may also apply when a return is approved as an exception after the 30-day return period.
No restocking fee will apply to returns caused by a manufacturing defect, damage during shipping, missing parts, or an incorrect item shipped by Vivimia.
Refunds
Once we receive and inspect your return, we will email you to confirm whether the refund has been approved. Approved refunds will be issued to the original payment method within 10 business days. Your bank or payment provider may require additional time to post the refund.
Any applicable restocking fee, return shipping cost, and non-refundable shipping charge will be deducted from the refund amount.
If you have not received your refund after this period, please check with your payment provider first, then contact us at support@vivimia.com.
Non-Returnable Items
- Items that have been used, installed, altered, or damaged after delivery.
- Items returned without original packaging, accessories, or required order information.
- Items damaged through misuse, improper installation, accident, or negligence.
- Gift cards, where applicable.
Damaged or Defective Items
Please inspect your package upon delivery. Report visible shipping damage, missing parts, or defective items within 48 hours of delivery by emailing support@vivimia.com with your order number and clear photos of the packaging and product. Please keep the original packaging until the issue is resolved.
Incorrect Items
If you receive an incorrect item, please contact us within 7 days of delivery. After verification, we will arrange an appropriate replacement or refund solution.
Order Cancellations and Changes
You may request an order cancellation or change within 24 hours of placing the order by contacting support@vivimia.com. Once an order has been shipped, cancellation or changes may no longer be possible. In that case, the standard return policy will apply.
Exchanges
For defective, damaged, or incorrectly shipped items, please contact us for assistance. For other exchanges, the fastest option is usually to return the original item and place a new order after the return has been approved.
Warranty
Unless otherwise stated on the applicable product page, Vivimia products are covered by a limited warranty for 2 years from the date of delivery.
This warranty covers manufacturing defects under normal use. It does not cover damage caused by accidents, misuse, improper installation, negligence, unauthorized modifications, normal wear and tear, or natural aging of materials.
If you believe your product has a warranty issue, please contact support@vivimia.com with your order number, a description of the issue, and clear photos or videos of the problem. We will review the request and provide an appropriate solution, which may include replacement parts, repair, replacement, or another remedy.
Unless the issue is caused by a manufacturing defect or our fulfillment error, customers may be responsible for return shipping or replacement shipping costs.
Contact Information
Email: support@vivimia.com
Phone: +852-46078484
Address: Unit 21, 3/F, Yau Lee Center, No. 45 Hoi Yuen Road, Kwun Tong, Kowloon, 999077, Hong Kong
Support hours: Monday to Friday, 9:00 AM to 6:00 PM (GMT+8)
Company: Well Technology Co., Limited
Company Registration No.: 74180894-000-06-23-7