Refund policy
Returns & Exchanges
As a general rule, we do not accept returns or exchanges due to customer preference.
Returns will only be accepted in cases where there is a fault on our part, such as insufficient or incorrect product information regarding the item’s condition.
In such cases, please contact us via our inquiry form or by phone within 7 business days of receiving your order.
Returns Will Not Be Accepted in the Following Cases
- Items that have been used, even once
- Items that have been damaged or soiled by the customer
- Requests for returns made after 7 days from delivery
- Items that are not returned to us within 3 days after return approval
- Sale items
Shipping & Handling Fees
In cases where the return is due to our error, all related costs — including shipping, return shipping, and bank transfer fees — will be covered by us.
Product Images & Color Disclaimer
Due to the nature of viewing on computers and mobile devices, actual product colors may vary slightly from the images shown.
Please note that such color differences are not considered defects.
If you have any questions regarding color or details, we encourage you to contact us prior to purchase.
EU Right of Withdrawal
For orders shipped to customers within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with applicable EU consumer protection law.
To exercise your right of withdrawal, please contact us within 14 days of receiving your order at:
Email: shop@vivianostudio.com
Please include:
- Your full name
- Your order number
- The item(s) you wish to return
After notifying us, you must return the goods within 14 days.
Return Conditions
Returned items must not have been handled beyond what is necessary to establish their nature, characteristics, and functioning.
Items may be subject to a reduction in the refund amount, or may not be eligible for a full refund, if they are returned:
- Worn, used, or altered
- Without original tags or packaging
- With stains, marks, odours, perfume, cosmetics, or other signs of use
- Damaged, stretched, or otherwise diminished in value beyond what is necessary for inspection
Return Shipping
Unless the item is faulty, damaged, or incorrectly supplied, the cost of return shipping is the responsibility of the customer.
Returns should be sent using a tracked shipping service. We cannot accept responsibility for items lost or damaged during return transit.
For international returns, customers are responsible for any return shipping costs, customs duties, taxes, and any associated fees incurred when returning the goods.
Refunds
Once the returned goods have been received and inspected, refunds will be processed within 14 days using the original method of payment.
Where required under applicable EU consumer protection law, we will also refund the cost of the original standard delivery service.
If you selected a delivery option that is more expensive than our standard shipping method, the additional cost will not be refunded.
Exemptions
The statutory right of withdrawal does not apply, where permitted by law, to:
- Made-to-order products
- Customised or personalised products
- Products manufactured to the customer's specifications
- Any other products exempt under applicable EU consumer protection law
Sale Items
For customers within the European Union, sale and promotional items purchased online remain subject to the statutory right of withdrawal unless otherwise exempt under applicable law.
Value Reduction
If the value of the returned goods has been diminished as a result of handling beyond what is necessary to establish their nature, characteristics, and functioning, VIVIANO reserves the right to deduct an appropriate amount from the refund in accordance with applicable law.