Return Policy

Return & Refund Policy

At VIVE NEW, your satisfaction is our priority. If you are not completely satisfied with your purchase, we’re here to help.

1. Return Eligibility

To be eligible for a return, your item must:

  • Be unused and in the same condition that you received it
  • Be in its original packaging
  • Include proof of purchase (order number or receipt)

Certain items may not be eligible for return, such as:

  • Sale or discounted items (unless defective)
  • Customized or personalized products

2. Return Period

You may request a return within 14 days from the date you receive your order.

After this period, we unfortunately cannot offer a refund or exchange.

3. How to Request a Return

To initiate a return, please contact us at:

📧 info@vivenew.com

Include the following details:

  • Order number
  • Reason for return
  • Photos of the product (if damaged or defective)

Our team will review your request and provide return instructions.

4. Refunds

Once we receive and inspect your returned item, we will notify you about the approval or rejection of your refund.

If approved:

  • Your refund will be processed within a few business days
  • The amount will be credited back to your original payment method

Please note:

  • Shipping costs are non-refundable (unless the return is due to our error)
  • Processing times may vary depending on your bank or payment provider

5. Exchanges

We only replace items if they are defective or damaged.

If you need to exchange an item for the same product, please contact us at:
📧 info@vivenew.com

6. Return Shipping

Customers are responsible for return shipping costs unless the item is defective or incorrect.

We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.

7. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with:

  • Photos of the item
  • Order details

We will resolve the issue as quickly as possible.

8. Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank account again
  2. Contact your credit card company or bank
  3. If the issue persists, contact us at info@vivenew.com

9. Contact Us

If you have any questions regarding returns or refunds, feel free to contact us:

📧 info@vivenew.com