Return Policy

Effective date: October 15, 2026

Every Vivanesse order comes with a 30-day money-back guarantee: if you are not happy with your purchase, contact us within 30 days of delivery and we will refund the product price.

1. Our 30-day money-back guarantee

We want you to feel confident trying our products. Our guarantee works as follows:

  • Time frame: 30 days from the date your order is delivered, as shown in tracking.
  • Opened products are covered. Many health and beauty products need a few weeks to try. You can request a refund even if you have opened and used the product.
  • One guarantee per product. The guarantee applies once per product per customer or household. It does not cover repeat purchases of the same product.
  • What is refunded: the price you paid for the product. Shipping on your original order is free, so there is nothing to deduct.
  • Return shipping: for change-of-mind returns, you pay the cost of shipping the item back. For damaged, defective or incorrect items, return shipping is free (see Section 4).

2. How to start a return

  1. Email us at hi@vivanesse.com within 30 days of delivery. Include your order number, the item you want to return and a short note on why.
  2. Get your return instructions. We reply within 1–2 business days with the return address and instructions. Please do not send items back without contacting us first, as packages sent to an unconfirmed address cannot be processed.
  3. Ship the item back within 14 days of receiving your instructions, using a trackable shipping method. Keep your tracking number until your refund is complete.
  4. Receive your refund. We issue your refund once your return is received, as described in Section 3.

In some cases, for example when return shipping would cost more than the item, we may refund you without requiring a return. We will tell you if this applies to your request.

3. Refunds and exceptions

Refund timing. We issue refunds within 5 business days after your return arrives, or after we approve a refund without return. Refunds go to your original payment method. Your bank or payment provider may need 5–10 additional business days to show it on your statement.

Buy now, pay later. If you paid with Shop Pay Installments, Klarna, Afterpay or a similar service, the refund is sent to that provider, which adjusts your remaining payments under its own terms.

Exchanges. We do not offer direct exchanges. Please request a refund and place a new order for the item you want.

Not eligible for return or refund:

  • Gift cards
  • Items clearly marked as "Final Sale" on the product page at the time of purchase
  • Requests made more than 30 days after delivery
  • Items damaged through misuse or not used as directed

Cancellations. Orders that have not shipped yet can be cancelled for a full refund. See our Shipping Policy for details.

4. Damaged, defective or wrong items

If your order arrives damaged, defective or not what you ordered, email us within 14 days of delivery with your order number and a photo of the item and packaging. We will send a free replacement or a full refund, whichever you prefer. You will not pay anything for return shipping, and in most cases we will not ask you to send the item back.

5. Contact us

Questions about a return or refund? Email us at hi@vivanesse.com with your order number. We reply within 1–2 business days.