Return Policy

Return & Refund Policy

At Vivenity Care, your satisfaction is important to us. That's why we offer a 90-Day Satisfaction Guarantee. If you're not completely satisfied with your purchase, you may return eligible products within 90 days of receiving your order.

Products may be opened and used during the 90-day period and still qualify for a return under our Satisfaction Guarantee. Returned products must include all original components and must not be intentionally damaged, excessively misused, or altered.

We understand that things don't always go as planned, and our support team is here to help throughout the process.

How to Start a Return

To request a return, please contact us at support@vivenitycare.com and provide:

Your full name
Order number
Item you would like to return
Reason for the return

Our support team will respond within 48 hours with return instructions and, if applicable, the return shipping address.

Please do not send a return before receiving return instructions from our support team.

Return Shipping Costs

Vivenity Care will cover return shipping costs for eligible returns made under our 90-Day Satisfaction Guarantee within the United States. Once your return request is approved, we will provide you with a prepaid return shipping label at no additional cost.

If your order arrived damaged, defective, or incorrect, we will also cover all applicable return or replacement shipping costs.

Refund Process

Once we receive and inspect your returned item, we will notify you about the status of your refund.

If the return meets the requirements of our 90-Day Satisfaction Guarantee, your refund will be issued to your original payment method within 3–5 business days after approval.

Please note that your bank or card issuer may require additional time to post the refund to your account.

If a returned product does not meet the eligibility requirements described in this policy, we may be unable to issue a refund.

Non-Returnable Items

Certain items are not eligible for return, including:

Personalized or customized products
Gift cards
Products that have been intentionally damaged, excessively misused, or altered
Products returned outside the 90-day return period

Products that have been opened and reasonably used are still eligible for return under our 90-Day Satisfaction Guarantee, provided they otherwise meet the requirements of this policy.

These restrictions do not apply when an item arrives damaged, defective, or incorrect due to an error on our part.

Damaged, Defective, or Incorrect Orders

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible.

Email support@vivenitycare.com with the subject:

“Order #[Your Order Number] – Replacement Request”

Please include:

Your order number
A description of the issue
Clear photos showing the problem
Measurements or additional photos where relevant

Our support team will respond within one business day with the next steps.

For eligible claims, we will provide a replacement at no additional cost or issue a full refund, as appropriate.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If an order cannot be delivered or is returned to us because an incorrect or incomplete address was provided at checkout, please contact us.

We will work with you to determine whether the order can be reshipped. Additional shipping charges may apply.

We cannot guarantee a refund for orders that cannot be delivered because of incorrect or incomplete information provided by the customer.

Delivery Guarantee

All eligible orders are covered by our delivery guarantee.

If tracking shows that your package has been lost in transit or has not been successfully delivered, please contact our support team so we can investigate the shipment.

For confirmed lost or undelivered orders, we will provide a replacement at no additional cost.

This guarantee does not apply when delivery failed because of an incorrect or incomplete shipping address provided by the customer, refusal of delivery, or circumstances outside the reasonable control of Vivenity Care.

If tracking shows an order as delivered but you cannot locate it, please contact us so we can assist with the carrier investigation.

Delayed or Missing Refunds

If your refund has been approved but you haven't received it yet:

Check your bank or card account again.
Contact your bank or card issuer, as processing times may vary.
If your refund still hasn't appeared after the expected processing period, contact us at support@vivenitycare.com.

We'll be happy to investigate the status of your refund.

Privacy

Personal information provided during a return, refund, or replacement request will be handled in accordance with our Privacy Policy and applicable privacy laws.