Returns & Refunds
We will always do our best to accommodate where applicable, and we highly recommend making yourself aware of our Return Policy below prior to purchasing from us. Please also read all of the information and instructions provided on each product page to ensure you are using our products correctly and safely.
Once you have made a purchase, you have agreed to all the sections and points outlined below. If you have any questions or concerns regarding a return, please email us using our Contact form on the ‘Contact Us’ page.
Our money-back guarantee policy lasts 14 days, which includes our “Risk-Free – Money Back Guarantee.”
If it’s been over 14 days and you request a refund due to a broken/faulty product, please 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 of the faulty product. We may require you to provide either an image or video showing that the product is damaged and/or not working.
Refunds are not applicable if 14 days go by or:
- You have received your order and have changed your mind
- You ordered the wrong item
- You found the product cheaper elsewhere
- You misused the product in any way that caused the damage or went against our advice
- You decided you no longer had use for it
- You knew or were made aware of the faults before purchasing the product
Eligibility for Returns
- Items must be unused, undamaged, and returned in their original packaging.
- The return address will be provided by our customer service team.
- Please include your name, telephone number, address, and a receipt or proof of purchase. Do not send your purchase back to the sender or manufacturer directly.
- Additional non-returnable items: Gift cards
⚠️ Please use our products with care, as they are delicate. Any products that come into contact with any substances or liquids that cause damage will not be eligible for return.
Return Process
Before returning an item, you must first contact us via the contact page with the subject line “Refund” and your order number. You may also contact us via the “Contact Us” link in the header. Please note: contacting us via social media is not the best way to get a quick response; our website contact form is preferred.
If your order is eligible for a refund, we may require you to return your item. A return address will be provided.
Once approved for a refund, it will be processed and money will automatically be applied to your credit card or original method of payment within 5–10 business days, excluding weekends and holidays.
Returns for Faulty or Defective Products
If you receive an item that is faulty or damaged, we will cover the cost of return shipping and provide either a replacement or a full refund, depending on your preference. Please 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.
Returns for Other Reasons
For returns due to reasons such as:
- Disliking the product or its material (but not defective)
- Personal standards of quality
Customers will be responsible for covering the return shipping costs. We encourage you to carefully review product descriptions and specifications before making a purchase.
Wrong Item Delivered
If you receive an incorrect item, please contact us immediately so we can promptly assist you. Returns made without prior approval will not be accepted.
Hygiene and Health Safety
For health and hygiene reasons, certain items such as pillows, bed sheets, blankets, mattress toppers, and other bedding that comes into direct contact with the skin cannot be returned or exchanged unless proven faulty. These items pose a high risk of health hazards, so please review item descriptions carefully before purchasing.
Care and Handling
Please handle our products with care. Any damage caused by misuse, substances, or liquids (not due to our fault) will render the product ineligible for return.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet:
- First re-check your bank account.
- Then contact your bank or credit card company – it may take some time before your refund is officially posted.
- If you have done all of this and still have not received your refund, please contact us via our Contact page.
Shipping Costs for Returns
Customers are responsible for paying their own shipping costs when returning an item (unless faulty or defective).
- If your return is valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Final Notes
We kindly ask you to double-check all product details before purchasing, including dimensions, materials, usage, and quality.
If you have any concerns about a product or wish to initiate a return, please contact our customer service team through the Contact Us page. Provide your order details and a clear description of the issue, and we will guide you through the return process.
Businessname: Vivia Home
Address: Zwanenkamp 460, 3607PA Maarssen, The Netherlands
Email address: info@viviahome.com