Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shopvivex@gmail.com.

If your return is accepted, you will receive our return address on where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that return shipping charges are to be handled by the customer.

You can always contact us for any return question at shopvivex@gmail.com.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded for the costs of the items on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at shopvivex@gmail.com.

Exchanges:

If you're not completely satisfied with your order, we're here to help! Simply reach out to us at shopvivex@gmail.com , and our friendly team will be glad to assist you with your exchange.

Your satisfaction is our priority, and we'll do our best to ensure you find the perfect fit and style that makes you feel fabulous. Please note that exchanges are subject to availability. Kindly note that return shipping costs will be the responsibility of the customer.

Customer Chargeback: At Vivex, we are committed to ensuring the satisfaction of our customers with every purchase. If you encounter any issues with your order, including receiving a defective or damaged product, we strongly encourage you to contact us directly at shopvivex@gmail.com prior to filing a chargeback with your bank. This allows us the opportunity to address and resolve your concerns swiftly, including offering refunds, exchanges, or other satisfactory solutions. Failure to reach out to us before initiating a chargeback is considered a violation of our policy. In such cases, we will actively dispute the chargeback with your bank, providing all necessary documentation and evidence to support our case. We believe in transparent communication and are here to assist with any concerns, aiming for a fair and satisfactory outcome for all parties involved.

Lost or Stolen Packages:

After your package has been marked delivered by the shipping carrier, we no longer have control over what happens to it. Therefore, Shop Vivex will not cover losses or assume responsibility for any packages that are lost or stolen after delivery confirmation has been provided by the shipping company. We strongly advise you to monitor your package's tracking information regularly and contact the delivery company directly for more information if required.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.