Refund policy

REFUND & RETURN POLICY

We want you to love what you ordered. Every Vivido product comes with a 60-Day Money-Back Guarantee, subject to the terms below.

1. 60-Day Return Window
You have 60 days after receiving your item to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging.

2. How to Start a Return
Email our support team at support@vividostore.shop with your order number and the reason for the return. If your return is accepted, we will send you a return authorization and instructions on where and how to send your package.

Please note: items sent back without first requesting a return will not be accepted. Customers are responsible for return shipping costs, unless the item arrived damaged, defective or incorrect.

3. Damaged, Defective or Incorrect Items
Please inspect your order on arrival. If an item is damaged, defective or not what you ordered, contact us at support@vividostore.shop with a photo or short video of the issue. We will send a free replacement or issue a full refund, and you will not pay any return shipping.

4. Non-Returnable Items
• Gift cards.
• Earrings, for hygiene reasons, unless they arrived damaged, defective or incorrect.

5. Refunds
Once your return is received and inspected, we will email you to confirm whether the refund is approved. Approved refunds are issued to your original payment method within 5–7 business days. Your bank or card issuer may need a few extra days to post it.

6. Contact Us
• Email: support@vividostore.shop
• Phone: +40 (754) 459-702
• Hours: 24/7