Refund policy

Vivanelle Return & Withdrawal Policy

Right of Withdrawal

Depending on your location, you may have the right to withdraw from your purchase within 14 days of receiving your order.

To be eligible for a return or withdrawal, items must:

* Be unused and unopened
* Remain in their original sealed packaging
* Be returned in a condition suitable for resale

These requirements help us maintain proper hygiene, health, and product safety standards, especially for skincare and body care products.

For customers located in Canada, withdrawal rights apply only if the product arrives damaged, defective, or significantly different from its description.

To request a withdrawal or return, please contact us within 14 days of delivery at:

[info@vivanelle.com](mailto:info@vivanelle.com)

Refunds

Once your return has been reviewed and approved, refunds will be processed within 14 days to the original payment method used for the purchase.

Please note:

* Standard shipping fees are included in eligible refunds
* Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect
* Refunds are issued only after the returned items have been received, inspected, and approved

Processing times may vary depending on your bank, credit card provider, or payment service.

Non-Refundable Items

For hygiene and safety reasons, the following items cannot be returned or refunded:

* Opened or used skincare and body care products
* Hygiene-sensitive items once the protective seal has been broken
* Personalized, custom-made, or made-to-order items

We cannot accept returns for products that cannot be safely resold due to health and safety regulations unless they arrive damaged, defective, or incorrect.

Order Cancellations

Orders may be cancelled only before a shipment confirmation has been issued. Once an order has been dispatched, cancellations are no longer possible except where required by applicable consumer protection laws.

Unclaimed or Refused Deliveries

To help maintain fair pricing and reduce unnecessary shipping waste, a €15 handling fee may apply to orders that are:

* Refused at delivery
* Not collected from a pickup location
* Returned because of an incomplete or incorrect shipping address provided during checkout

This fee helps cover return shipping, handling, and restocking costs.

Policy Agreement

By placing an order with Vivanelle, you acknowledge that you have read and agree to the terms outlined in this Return & Withdrawal Policy.