Refund policy

Return & Refund Policy (for Retail Orders):

We stand behind the quality of our products and aim to make the return process straightforward where applicable. Eligible retail orders may be returned within 30 days of purchase if the product is unopened, unused, and in original packaging.

For hygiene and safety reasons, opened or used products are not eligible for return.

Return requests must be initiated within 30 days from the date of purchase. All returns must be shipped within 30 days of return approval.

Original shipping charges are non-refundable and will be deducted from any approved refund.

Customers are responsible for return shipping costs unless the item arrived damaged or defective.

How to start a return:

1) Email contact@vivapur.store with:

Order number
Item(s) requested for return
Reason for return

2) If approved, we'll send return instructions.

3) Once received and inspected, approved refunds are issued to the original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return and you still haven't received your refund, please reach out to us at contact@vivapur.store

Damages and issues

In the unlikely event that you receive a damaged or defective product, please contact our customer support at contact@vivapur.store within 5 days of receiving the product. We may require photographic evidence or further information to assess the issue. We will provide instructions on how to return the product and process a replacement or refund.

Exchanges

We do not process direct exchanges. Please complete an approved return and place a new order.

European Union - 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

*Please note this policy may be updated periodically. Changes take effect upon posting to this page.

You can always contact us for any return questions at contact@vivapur.store.

Wholesale Return & Refund Policy:

All wholesale purchases are final sale.

Due to the nature of the product and hygiene considerations, wholesale orders are not eligible for return or refund except in cases of approved damage or manufacturing defect.

Damages & Issues

In the event that your order arrives damaged or contains a manufacturing defect, please contact us at contact@vivapur.store within 5 days of delivery.

To process your request, we may require:

your order number
a description of the issue
photographic evidence

Approved claims may be resolved via replacement or store credit at our sole discretion. Claims submitted after 5 days from delivery may not be eligible for review.

Order Accuracy

Please review your order carefully before completing your purchase. Once an order is placed, it cannot be modified or canceled.

Shipping Costs