Refund policy

• 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 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.

• HOW DO I RETURN MY ORDER?

For EU please use the link to start your return process: www.viveh.returnless.com

Use the order id starting with the letter O2023-XXXXX to submit your return. You can find this on the packing slip.

 The website will translate based on your preferred browser language. Find the flag in the upper left corner of the website to change the language of the form. Please follow the prompts to complete your return.

For Non-EU, we do not offer an automated return process at this stage. Please submit the items you wish to return via the following link: www.viveh.returnless.com. You will receive a packing slip to add to the package. We ask you kindly to find yourself a trusted local carrier to ship the items to our warehouse. The packing slip ensures our warehouse can allocate the order which will initiate the refund process. 

• 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 waiting 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 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.

• 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

• 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.

• 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.