We want to ensure that your shopping experience with us is enjoyable and satisfactory. However, we understand that sometimes things may work out differently than planned. If this happens, we have a general return/exchange process to help you.

 

General Return/Exchange Process

Step 1: Initiate Your Return or Exchange
If you need to initiate a return or exchange, please email us at info@vivacandy.com with your order number. Our customer service team will provide professional guidance for the return/exchange process.

Step 2: Ship Your Product Back
After we approve your request and provide our return address, please return the item within 7 days following our instructions. We recommend using a tracked delivery service, as refunds/exchanges can only be processed upon receipt. Note: Return shipping costs are the customer's responsibility.

Step 3: Refund/Exchange
Upon receiving your return, we'll inspect the item within 3-5 business days and process your replacement (exchange) or refund.

Important Notes:

• Always contact us first to initiate returns/exchanges. Do not return items to the delivery address/post office without authorization.
• Email info@vivacandy.com with "RETURN" in the subject line.
• Refunds/exchanges only apply to items meeting our Return Policy criteria.

 

Non-Refundable/Exchangeable Items

While we accept returns for defective products, these do not qualify:

• Sizing issues or change of mind
• Damage from use, washing, self-repairs, or other alterations

Items must be unworn, unused, and in original packaging with tags attached. We cannot accept garments appearing worn, washed, or altered. Replacement items are final sale. Return shipping is the customer's responsibility.

Vivacandy.com isn't responsible for failed deliveries due to:
✘ Refusal of shipment
✘ Incorrect/incomplete address/phone/recipient details
If your order information is wrong, contact us immediately at info@vivacandy.com with corrections.

 

Return Window:

Returns must be initiated within 14 days of delivery. Do not send returns to the package sender's address. Contact info@vivacandy.com for correct return shipping address.

 

Refund/Exchange Timeline:

After verifying returned items meet our conditions:

1. We'll process refunds/exchanges within 5 business days
2. You'll receive email confirmation of receipt
3. Refund processing email follows (allow 7 days for funds to appear)

No news after 7 days? Contact info@vivacandy.com.

 

Thank you for shopping with us!

We hope to see you again soon.

Best Regards,

 

VIVACANDY®