Refund policy

Returns & Refund Eligibility

At Vivela, we want you to feel confident with every purchase. If you are not completely satisfied with your order, you may request a return within 14 days of receiving your item.

To be eligible for a return:

• Items must be unused, unworn, and in their original condition
• All original packaging, tags, and accessories must be included
• The item must not show signs of damage, wear, or alteration

We reserve the right to refuse returns that do not meet these conditions.

Non-Refundable Items

The following items are not eligible for refunds or returns:

• Gift cards
• Final sale or clearance items
• Personalised or customised products
• Items marked as non-returnable for hygiene reasons

How to Request a Return

To initiate a return, please contact us at support@byvivela.com with the following information:

• Your order number
• The item(s) you wish to return
• The reason for the return
• Photos of the item if it arrived damaged or incorrect

Our support team will provide return instructions once your request has been reviewed.

Refund Process

Once your returned item has been received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved, your refund will be processed to the original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact support@byvivela.com within 48 hours of delivery. We will work quickly to resolve the issue.

Return Shipping

Customers are responsible for return shipping costs unless the item received was defective, damaged, or incorrect.

Original shipping fees are non-refundable unless otherwise required by law.