vivahand Store Return & Refund Policy

Return Window

At vivahand Store, we want you to feel confident in every purchase. We welcome returns submitted within 30 days of the delivery date. To qualify, returned merchandise must be unused, unopened, and in its original resalable condition, with all original product tags (where applicable) still attached and the original packaging fully intact. If an item arrives damaged, defective, or materially different from its description, it remains eligible for return even after the 30-day window has passed.

The following items cannot be returned:

• Merchandise designated as final sale at the time of checkout
• Personal care, hygiene, and intimate apparel products that have been opened or partially used
• Intimate apparel, swimwear, and undergarments
• Digital download codes, e-gift certificates, and physical gift cards
• Products damaged as a result of customer misuse, improper storage, or failure to follow the included handling instructions
• Returns received after the 30-day return window without prior written authorization from vivahand Store support

How to Initiate a Return

1. Send an email to our support team at service@vivahand.shop including your complete order number, the specific item(s) you intend to return, and a short explanation of the reason. If your return concerns damage or a defect, please include clear photographs of the affected items and their packaging with your initial message.
2. Our team will evaluate your request and, within one business day, provide you with a valid Return Merchandise Authorization (RMA) number together with return shipping instructions where applicable.
3. Carefully pack the item(s) being returned so they are protected during transit, and write the assigned RMA number clearly and legibly on the exterior of the shipping package. Please avoid writing on the original product packaging itself.
4. Dispatch the package to the return address specified in your RMA confirmation email, using a shipping method that provides tracking.

Returns received without a valid, active RMA number may be declined at our facility or may encounter substantial processing delays. vivahand Store cannot accept responsibility for return packages that are lost or stolen when shipped without a valid RMA.

Refund Processing

Once vivahand Store has received and inspected your returned item, approved refunds are issued to your original payment method within 3–5 business days. For approved damage or defect claims where valid photographic evidence was provided upfront, refunds are issued within 1–2 business days of claim approval. Please note that your bank or card issuer may require an additional 5–10 business days to post the refunded amount to your statement, depending on their internal processing timelines.

Original shipping charges are not refundable unless the return results from an error on our part, such as shipping an incorrect or damaged item. All refunds are issued directly by vivahand Store to the original payment method used at checkout; store credit will be provided only when the customer expressly requests it at the time of the return.

Damaged or Incorrect Items

Should your order arrive damaged, include incorrect items, or differ from its description, please contact us within 7 days of delivery with clear photographs documenting the issue, your order number, and a description of the problem. We will arrange a replacement of the correct item or issue a full refund at no additional cost to you, and we will cover all return shipping fees associated with sending back the affected item.

Return Shipping Costs

Customers are responsible for standard return shipping costs, except where the item is defective, damaged in transit, or the issue stems from an error made by vivahand Store. For standard returns, a prepaid return shipping label is available with a $7.95 deduction applied to your total refund amount.

For any return caused by a vivahand Store error—including incorrect items, shipping damage, or items defective upon arrival—we bear 100% of the return shipping costs, with no deductions from your refund.