Refund Policy

At Vivela, we want you to be satisfied with your purchase. If you are not completely happy with your order, you may request a return or refund according to the terms below.

Return and Refund Window

You may request a return or refund within 30 days of receiving your order.

Requests submitted after 30 days from the delivery date may not be eligible for a refund.

Conditions for Returns

To be eligible for a return:

• The item must be unused, unworn, and in the same condition in which you received it.
• The item must be returned in its original packaging.
• Proof of purchase, such as your order number or confirmation email, must be provided.
• The product must not show signs of damage caused by misuse, improper handling, or unauthorized modifications.

Non-Refundable Items

The following items are not eligible for return or refund:

• Gift cards
• Final sale or clearance items
• Personalized or custom-made products
• Intimate, hygiene, or personal care products that have been opened or used
• Any item returned without prior authorization

How to Request a Return

To begin a return or refund request, please follow these steps:

1. Contact us at support@usevivela.com within 30 days of receiving your order.
2. Include your order number, the item(s) you wish to return, and the reason for the request.
3. If applicable, attach photos showing the issue with the product.
4. Our support team will review your request and provide return instructions.
5. Once approved, send the item back using the instructions provided.

Please do not send any item back without first contacting us.

Return Shipping Costs

• Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
• If Vivela made an error with your order, we will cover the cost of the return.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact support@usevivela.com within 7 days of delivery.

We may request photos of the item and packaging in order to process your claim.

Refund Processing

Once your returned item is received and inspected, we will notify you of the status of your refund.

If approved:

• Refunds will be issued to the original payment method.
• Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Shipping costs are non-refundable unless the return is due to an error by Vivela.

Late or Missing Refunds

If you have not received your refund after 10 business days:

• Check your bank account again.
• Contact your credit card company or payment provider.
• If you still have not received your refund, please contact us at support@usevivela.com.