Refund policy

Refund & Returns Policy

How do I return an item?

If you’re not completely satisfied with your purchase and would like to return it, please contact us within 90 days of receiving your order.

Include your order number and a brief explanation of the reason for your return. Our customer service team will review your request and provide further instructions if your return is approved.

Returned items must be in their original packaging, including all accessories, manuals, and documentation. Items must be unused, in the same condition as when received, and include all original packaging.
Products that are stained, folded, have broken seals, or damaged packaging may not be accepted.

If the returned product is not in acceptable condition, we reserve the right to decline a refund or exchange.
Custom or personalised products cannot be refunded or exchanged.

Items that cannot be returned include:

  • Products purchased from third-party retailers

  • Incorrectly purchased items

  • Products damaged through misuse or neglect

Returns sent without prior approval may be refused.

What if the item I received is faulty, incorrect, or damaged?

If you’ve received the wrong item, or if your order arrives damaged or defective, please contact our customer service team as soon as possible through our website.
It’s helpful to include photos or videos of the issue so we can assist you quickly.

When contacting us, please include:

  • Order number

  • Proof of purchase

  • Photo or video of the faulty item (if applicable)

  • Full shipping address

  • Contact phone number

In some cases, we may request additional evidence (such as a short video) to verify the issue before issuing a refund or replacement.

How long does the return process take?

Once we receive your returned item, please allow up to 14 business days for your return to be processed.
You’ll receive an email confirmation once your return has been reviewed and your refund or replacement has been issued.

  • Defective products will receive a full refund or replacement.

  • For non-defective returns, refunds will exclude any original shipping or handling fees.

When will I receive my refund?

Refunds are issued once we’ve received and inspected the returned item in accordance with our Return Policy.
All refunds are credited back to your original payment method.

If you paid by credit or debit card, please allow up to 14 business days for the refund to appear in your account after we process it.

How do I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible.
Include your order number and the details of the change or cancellation you wish to make.

Please note that orders already packed or shipped cannot be changed or cancelled.

Need Help?

If you have any questions, please contact us through our contact form or by emailing us at kontakt@vivitanordic.com.

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