Refund policy

REFUND & RETURN POLICY

At Vivido, we stand behind the craftsmanship of our jewelry. We offer a 30-day money-back guarantee subject to the terms below.

1. 30-Day Return Window
You have 30 days after receiving your item to request a return. To be eligible for a return, your jewelry piece must be unworn, in the same condition that you received it, and in its original packaging (including pouches and presentation boxes).

2. How to Start a Return
To initiate a return, please contact our support team at support@vividostore.shop with your Order Number and the reason for the return.
If your return is accepted, we will provide you with the return authorization and full instructions on where and how to send your package. 

Please note: Items sent back to us without first requesting a return will not be accepted. Customers are responsible for paying the return shipping costs (unless the product arrived defective or incorrect).

3. Damaged, Defective or Incorrect Items
Please inspect your order upon receipt. If the item is defective, damaged, or if you received the wrong item, contact us immediately at support@vividostore.shop with a photo or short video showing the issue. We will promptly send a free replacement or issue a full refund.

4. Exceptions / Non-Returnable Items
Certain items cannot be returned:
• Custom or personalized jewelry pieces (e.g., custom engraved initials) unless defective.
• Gift cards.

5. Refunds
Once your returned package is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be automatically processed to your original method of payment within 5–7 business days. Please note that credit card providers and banks may require additional days to post the transaction to your statement.

6. Contact Us
For any questions concerning returns or refunds:
• Email: support@vividostore.shop
• Phone: +40 (754) 459-702
• Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)