Refund and Return Policy

Effective Date: March 12, 2025

At Vivanovas, we strive to provide our customers with high-quality organic skincare products that meet your expectations. If for any reason you are not satisfied with your purchase, we offer a clear and straightforward Refund and Return Policy. Please review the following guidelines to understand the process and your rights regarding returns and refunds.

1. Return Eligibility

To be eligible for a return or refund, the following conditions must be met:

  • The item must be unused and in the same condition that you received it.
  • The item must be in its original packaging.
  • You must request a return within 30 days from the date of purchase.
  • For hygiene reasons, certain products such as opened skincare bottles or used products are not eligible for return unless they are defective or damaged upon arrival.

2. How to Initiate a Return

To start the return process, please follow these steps:

  1. Contact Us: Email our customer service team at info@vivanovas.xyz with your order number and a description of the issue you encountered with the product. If the product is damaged or defective, please include clear photos to expedite the process.
  2. Return Authorization: Once we have received your request, our team will review it and send you a Return Authorization (RA) number along with return instructions.
  3. Return Shipping: You will be responsible for the shipping costs of returning the item, unless the product is defective or we made an error in your order.
  4. Packaging: Ensure the item is securely packaged to prevent damage during the return shipment. We recommend using a trackable shipping service for returns.

3. Refund Process

Once we receive the returned item and confirm that it meets our return criteria, we will process your refund. The refund will be issued to the original payment method used at the time of purchase. Please note the following:

  • Refund Timeframe: Refunds are typically processed within 7-10 business days of receiving the returned item.
  • Shipping Charges: Original shipping charges are non-refundable unless the return is due to our error or a defective product.
  • Partial Refunds: In some cases, a partial refund may be issued for returned products that are not in resalable condition or missing items.

4. Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately at info@vivanovas.xyz. We will arrange for a return at no cost to you and provide a full refund or replacement, based on your preference.

5. Non-Refundable Items

Please note the following items are non-refundable:

  • Products that have been opened, used, or are not in their original condition.
  • Gift cards and personalized products.
  • Any item marked as “final sale” at the time of purchase.

6. Exchanges

We currently do not offer direct exchanges. If you would like a different product, please initiate a return for the original item and place a new order for the product you wish to receive.

7. Changes to This Policy

Vivanovas reserves the right to update or modify this Refund and Return Policy at any time. Any changes will be reflected on this page with the updated “Effective Date.” We encourage you to review this policy periodically to stay informed about our return and refund process.

8. Contact Us

If you have any questions or need assistance regarding our Refund and Return Policy, please don’t hesitate to reach out to us at:

Thank you for choosing Vivanovas. We are committed to providing you with the best customer experience and are here to help with any questions or concerns regarding returns and refunds.