• WHAT IS YOUR REFUND & RETURN POLICY?
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.
Your refund will be processed upon the arrival of the product. This will be checked by our fulfilment company and can take up to 5 working days.
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.
• HOW DO I RETURN MY ORDER?
For EU please use the link to start your return process: www.returnform.com/viveh
You’ll find the website translated based on your preferred browser language.
Follow the prompts to complete your return.
For Non-EU, please send an email to email@example.com with your name, order number and the items you wish to return. You will receive instructions for the next steps.• CAN I RETURN DISCOUNTED ITEMS?
Yes, you can also return discounted items. The same rules apply as with the full-price items.
• CAN I EXCHANGE ITEMS FOR ANOTHER SIZE?
We do not offer the option to exchange at the moment. If you’re looking to purchase a different size please place a new order. To speed up the process, request a voucher for your refund as this allows you to re-order without having to wait for the money to be deposited in your bank account.
• COMPLAINTS PROCEDURE
Sometimes things don’t always go to plan. We recommend that you first make complaints known to us by emailing firstname.lastname@example.org. 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.
• LINGERIE & SWIMWEAR
Briefs, swimsuits and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip.
• GIFT RETURNS
To arrange a gift return, please email us for further assistance.
• 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.
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.