Refund & Exchange
We are confident with our product quality, strict quality control inspection and testing will be carried out before shipment. If it is not a quality problem, we do not accept any return or exchange.
When you receive the product, you should immediately and thoroughly inspect all items. If you believe that you have received a defective product, please contact us immediately. After confirming the responsibility for the problem, VIVNE will negotiate with you to replace/exchange the damaged/incorrect product with a similar product or a new product, or give you a full refund (excluding shipping costs).
If after communication, you must return the product, please refer to the following process:
1. Please contact our customer service to provide you with a return form stating your order number, product name, and reason for return or exchange.2. When contacting customer service, please briefly describe the reason for the return or exchange. High-quality pictures or videos will be more helpful in explaining the problem.
3. Our customer service will respond to you within 24 hours and provide you with a return form and our return address.
4. Please return the items strictly according to the instructions on the return form we provide you, and email us the return waybill number and a photo of the return form you filled out.
5. We will email you within 3 working days after receiving the return and arrange for a return, exchange or refund.
All shipping charges are borne by the customer by default and are non-refundable. However, depending on the circumstances, VIVNE may bear the cost of shipping the product back to the customer or reimburse the customer for the reasonable cost of returning the defective product to VIVNE.
