If you’re unhappy with your order, you can return your items to us within 14 days of receiving the package, provided they are in the same condition as purchased.

Once the item(s) return to our warehouse the item(s) and packaging will be checked. The condition needs to be new and unused. After this process we will offer you an exchange, gift card or a refund, as per your preference.

Your compensation will be processed upon the arrival of the product. This will be checked by our fulfillment company and can take up to 5 working days.

We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.

The cost of return shipping is at the expense of the buyer and may vary depending on the courier of your choice and your country. In case the item is received faulty or damaged please reach out to our support team by sending an email to support@viveh.com including a description and photo of the product. A return label will be generated for you as well as a replacement product or refund.

• CAN I RETURN DISCOUNTED ITEMS?

Yes, you can also return discounted items. The same rules apply as with the full-price items.

• LINGERIE & SWIMWEAR

To ensure the hygiene of lingerie and/or swimwear these items should be tried on over underwear, without removing the protective adhesive strip. Swimwear or Lingerie returned without the protective adhesive strip will not be refunded.

• FREE GIFT RETURNS

Promotional offers where free gifts are in included above a certain order amount adhere to the standard return policy of the company

In addition to this, If a customer chooses to return the purchased items, or part of the items in the order, the refund amount will be calculated based on the value of the returned items. If the new order value, after returns, falls below the qualifying purchase value required for the free gift, the refund will be reduced by the value of the gifted item.

Alternatively, if the new order value, after returns, is below the order threshold, the customer has the option to return the free gift in its original condition. In this case, the full eligible amount will be refunded to the customer.

For more information on the process, as well as any applicable restrictions or conditions, please refer to the return policy or reach out to our support team. support@viveh.com

• CAN I EXCHANGE ITEMS FOR A DIFFERENT SIZE?

Yes, our system allows you to do exchanges for different sizes. We also offer you the option of returning for a voucher or a refund.

• LATE RETURNS

Your item(s) should be returned to us within 14 days of receiving your order. Returns outside this timeframe may be accepted at the discretion of VIVEH and may only be refunded as a store credit.

Once a return request is initiated and you as a consumer shipped the item(s) back to us, The consumer retains responsibility for the returned goods until they are successfully received at our designated return address.

• LOST RETURNS

In the unfortunate event that a return package is lost in transit, VIVEH acknowledges the inconvenience caused. However, we cannot issue a refund for lost return packages if the following conditions are met:

a. The consumer cannot provide valid proof of shipment, including a tracking number and shipping receipt.

b. The loss occurred after the goods were shipped to our designated return address.

If the loss of a return package is due to an error on the part of VIVEH or a fault in our return platform, we will take responsibility for the loss and initiate appropriate measures for resolution, which may include issuing a refund or providing a replacement.

In the event of a lost return package, customers are encouraged to contact our customer service team to report the issue. We will work closely with the consumer to investigate the situation and explore possible resolutions.

• COMPLAINTS

Sometimes things don’t always go to plan. We recommend that you first make complaints known to us by emailing support@viveh.com. However, if this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil. From 15 February 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being processed elsewhere, you are free to deposit your complaint via the platform of the European Union.

As mentioned before, all products must be returned in a new and unused state, in perfect condition, with all protective materials in place and the tags attached to them. This includes all packaging and accessories. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly. For example, we may make a reduction in the following circumstances:

• the product(s) have been used, worn, damaged or washed;
• the tags are not attached to the product(s) or have not been returned.
• you have not returned any packaging which is considered an integral part of a product (such as a dust bag).

You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.

• COLOURS

We have made every effort to display the colours of our products that appear on VIVEH as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a colour will be completely accurate.