Returns & Exchanges

NEED TO MAKE A RETURN?
We’re sorry to hear that it’s not working out. If you are not satisfied with your purchase, we are happy to let you know that you can return any unwanted products that are at least 50% full within 60 days from the date of purchase as stated on your invoice/receipt.

If you experience an issue with your order, please contact us immediately and we will kindly do our best to resolve it. We must be notified within 7 days after receiving your order of any discrepancies or damages. We pride ourselves in the quality of our work and want to ensure our customers have a happy and positive experience.

Please note that items purchased as a bundle or set must be returned in full in order to be eligible for a refund. Partial refunds will not be offered.

Shipping fees and product(s) listed as Final Sale are non-refundable.

Returning Products with Shipping Restrictions: For some Vivalui products, returns are not accepted due to local/international shipping restrictions.

EXCHANGES
We do not offer store credit or exchanges at this time. However, if you’re unhappy with one of our products, please review the return instructions below.

HOW TO RETURN
IN-STORE PURCHASES
You may return unwanted products to any Vivalui retail location within the same country as your original purchase. A receipt or proof of purchase is required to process your refund to your original method of payment. We do not offer store credit or exchanges. We are unable to process your refund without the physical OR electronic copy of your receipt provided to you upon checkout in addition to the original method of payment used.

ONLINE ORDERS
Online orders can be only be returned online. We ask you to ensure that the original or a copy of your invoice is included with your shipment. Please confirm the order number, products returned, and return tracking details if purchased by submitting them to the Customer Service team by visiting our contact page under “Returns”

Please send your product(s) that you wish to return to the address below:

USA:
CASTLEBEARD LLC
Attn: RETURNS
13901 Midway Rd Ste 102
#192
Dallas, TX
75244
USA

CUSTOMER RESPONSIBILITY
Returned products are your responsibility until they arrive at Vivalui.

Though it’s not required, we do recommend purchasing tracking services for your protection and to also hold on to the proof of postage in case you need to contact us about your return. Please note Vivalui does not incur the cost of return tracking or postage. Only products received by our warehouse can be credited.

If we cannot locate your order number, we are unable to process the refund. Please be mindful of what is being sent to us as any products incorrectly sent back cannot be credited and will not be sent back to you.

REFUNDS
We aim to refund you within 12 business days of the product being returned to Vivalui, however these times may be impacted during high volume periods.

All returns will be credited to the original method of payment. We cannot process your refund to an alternative card. The refund will be issued upon processing of the returned product(s). You will receive an email notification upon completion of return processing.

Please note this timeframe has been impacted by COVID-19.

THIRD-PARTY RETAILERS
We do not provide refunds or exchanges for products purchased outside of Vivalui. You must abide by the return and exchange policies set in place by the authorized retailer you have made your purchase with. Please contact the retailer in question for more details.

FAIR USE
If we notice an abnormal pattern of return activity or behaviour then we may connect with you about your returns.

Any abuse of the return policy can result in the suspension of the account and any associated accounts. If this has happened to you, and you think we’ve made a mistake, please contact our Customer Service team and we’ll be happy to review it with you. If your account has been suspended and you need to make a return, please contact our Customer Service team before sending any products back.

Vivalui maintains the right to determine, in its sole and absolute discretion, whether you are entitled to a refund and, if so, the amount of the refund you are eligible to receive. Vivalui reserves the right, in its sole and absolute discretion, to refuse to provide a refund or accept your Order for any reason – including, but not limited to, if we deem your Order to be suspicious or fraudulent in any way.

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