Refund Policy
At Viví, we handle refund inquiries on a case-by-case basis with the primary goal of ensuring customer satisfaction. We stand behind the quality of our products, which are tested and proven, and we strive to ensure our customers are happy with their purchases. Each request will be evaluated fairly and reasonably. We believe that treating our customers with fairness and respect encourages reciprocal fairness and politeness.
Customs Tax
Customers are solely responsible for any customs-related charges, including but not limited to Customs Taxes, Import Taxes, Value Added Taxes (VAT), administrative fees, or other charges imposed by their country’s customs authorities. Customs regulations vary by country; therefore, we strongly recommend that customers consult their local customs oce to obtain detailed information and avoid potential issues.
Customs Refusal
We are not liable for packages refused by customs for any reason, including refusal to pay taxes, prohibited items, or other customs-related matters. If a refused package is returned to Viví, we will not reship the item unless the customer pays the shipping fees again. In these cases, Viví will not provide refunds or replacements related to customs issues.
Quality Concerns
If you believe you have received a defective, damaged, or incorrect product, please contact us promptly at info@viviskincare.com Include your order number and a clear photograph or video illustrating the issue. Please submit your claim within 7 days of receiving your order to allow us to address the matter promptly.
Lost Packages
If your order has been lost or mishandled by the courier, we will arrange a replacement shipment as soon as possible. Please first contact the courier using your tracking information, as they may locate the package or provide proof of delivery. Once the courier confirms misdelivery, please reach out to our support team for further assistance.
Exchanges
We do not offer product exchanges. In the event of damaged or incorrect items, we will provide either a complimentary replacement or a credit voucher equivalent to the value of the product.
Returns
Due to sanitary reasons, all Viví skincare products are non-returnable. Orders cannot be canceled after placement. Please carefully review your order before submitting it.