Returns & Refunds

At Vivia Home, your peace of mind is paramount. We strive to deliver exceptional quality home goods, and we want you to feel completely satisfied with every purchase. Should you need to initiate a return, our policy below details the clear, transparent, and easy steps to follow.

We encourage you to carefully review all product information and instructions provided on each product page to ensure safe and correct usage of our goods. By completing a purchase, you acknowledge and agree to all terms and conditions outlined in this policy.

1. Our "Risk-Free" 14-Day Money-Back Guarantee

We are confident in the quality of our products, which is why we offer a 14-day return window, fully backed by our "Risk-Free – Money Back Guarantee."

1.1 Return Period

You may initiate a return or request a refund within 14 calendar days of receiving your order. This period includes all reasons, including our money-back guarantee policy.

1.2 Policy Agreement

We will always do our best to accommodate where applicable, and we highly recommend making yourself aware of this Return Policy prior to purchasing from us. Once you have made a purchase, you have agreed to all the sections and points outlined below.

2. Eligibility and Mandatory Product Condition

To qualify for a return and refund, the item must strictly meet the following standards:

• Unused and Undamaged: Items must be in pristine, unused condition, free from any damage or signs of wear.
• Original Packaging: The product must be returned in its original packaging with all accompanying materials, accessories, and components included.
• Documentation: Please include your full name, telephone number, address, and a receipt or proof of purchase within the return package.

Important Note: Do not send your purchase back to the sender or manufacturer directly. The designated return address will be provided by our customer service team upon approval.

3. Critical Exclusions from the Money-Back Guarantee

While we stand by our guarantee, there are specific circumstances under which a refund cannot be processed, primarily if the 14-day period has elapsed or if the return is due to circumstances outside of our control:

4. Health and Hygiene Safety Exemptions

For the safety and well-being of all our customers, certain items are designated as non-returnable once opened or used, due to high health and hygiene risks.

Non-Returnable Hygiene Items: For health and hygiene reasons, items such as pillows, bed sheets, blankets, mattress toppers, and other bedding that come into direct contact with the skin cannot be returned or exchanged unless proven faulty or defective upon arrival. We urge you to carefully review the item descriptions and specifications before finalizing your purchase of these products.

5. The Return Process: Step-by-Step

5.1 Pre-Approval Requirement

Before returning any item, you must first contact us via our ‘Contact Us’ page or via the designated link in the header.

• Subject Line: Please use the subject line “Refund” and include your Order Number.

5.2 Faulty or Defective Product Returns (Vivia Home Responsibility)

If you receive an item that is faulty or damaged:

1. Contact within 14 Days:
   You must contact our support team within 14 days of receiving your order to initiate the process. After this period, we may not be able to accept returns for faulty or damaged goods.
2. Evidence Required: If it’s been over 14 days and you request a refund due to a broken/faulty product, you must be prepared to show us how the product arrived broken and provide an honest explanation as to why it took over 14 days to inform us. We will require you to provide either an image or video showing that the product is damaged and/or not working.
3. Resolution and Shipping: Upon verification, we will cover the cost of return shipping and provide either a replacement or a full refund, depending on your preference.

5.3 Returns for Other Reasons (Customer Responsibility)

For returns due to reasons such as disliking the product, its material (but not defective), or personal standards of quality, customers will be responsible for covering the return shipping costs. We encourage careful review of product details before purchase.

5.4 Wrong Item Delivered

If you receive an incorrect item, please contact us immediately so we can promptly assist you in arranging the correct shipment and covering the associated return costs. Returns made without prior approval will not be accepted.

6. Refunds and Processing Timeline

6.1 Approval and Processing

If your order is deemed eligible for a refund, we may require you to return your item. Once the item is received and approved, the refund will be processed, and the money will automatically be applied to your credit card or original method of payment.

6.2 Processing Timeline

The credit typically appears on your account within 5–10 business days, excluding weekends and holidays.

6.3 Late or Missing Refunds (if applicable)

If you haven't received a refund yet:

1. Re-check Your Bank:
   First, re-check your bank account or credit card statement.
2. Contact Institution:
   Then contact your bank or credit card company – please note that official posting times can vary significantly between institutions.
3. Contact Vivia Home:
   If you have done all of this and still have not received your refund, please contact us via our Contact page for further assistance.

7. Care, Handling, and Shipping Costs

7.1 Product Care Warning

Please use our products with care, as they can be delicate. Any products that come into contact with any foreign substances or liquids that cause damage (damage not due to our fault) will not be eligible for return.

7.2 Return Shipping Costs

Customers are responsible for paying their own shipping costs when returning an item (unless the product is faulty or defective).

7.3 Shipping Insurance Recommendation

If your return item is valued over $75 , we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not responsible for packages lost in transit if not tracked or insured by the customer.