Return & Refund Policy
At Viva Timepiece, our goal is to ensure a satisfying shopping experience. Please carefully review the following return and refund guidelines to understand our updated process, designed to create a fair and efficient resolution for both parties.
Return Rules Summary
- 30-Day Return Window: Initiate your return within 30 days of delivery.
- 15-Day Free Return Window (for Non-Defective Items): Non-defective items must be returned within 15 days.
- Restocking Fee: A 20% restocking fee applies to all returned items.
- No return or restocking fees for defective or incorrect items.
- Exchange services are available only for the same item and are free of charge.
Important Update: Return Process and Completion Requirements
To ensure timely and fair processing, it is important that customers fully complete the return solution process within the return period. This includes providing any additional image or video proof of damaged items and accepting any replacement offers before the return period expires.
If the return process is not completed within the allowed time frame (e.g., required proof or acceptance of a solution is delayed), the return request may be voided.
Returns & Exchange Instructions
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Visit the Return & Exchange Center
Go to Return & Exchange Center. -
Enter Order Information
Provide your order number and customer email or phone number to locate your order. -
Select Item(s) for Return or Exchange
Choose the order and the item(s) you wish to return or exchange. -
Complete the Form
Fill out the form with a clear explanation of the reason for the return, and upload an image of the product to help us better understand your issue and offer the best solution. -
Select Items Individually
If your order contains more than one item, please select each item individually that you want to return. (We do not offer returns for multiple items at once.) -
Submit Your Request
Click "Submit Request" to complete the process. -
Communication
Please ensure you monitor the email address provided in the order for further instructions.
If your return request is approved and requires shipping, you will receive an email with shipping instructions and a return shipping label. After the product is returned, you will receive a refund or an exchange. If you have any questions, feel free to reach out to us at support@vivatimepiece.com. We're here to assist you anytime.
Domestic Returns (US, CA, AU, DE, UK)
- Return Window: Returns are accepted within 30 days from the date of delivery.
- Return Shipping: Free return shipping for orders from these countries.
- Restocking Fee: A 20% restocking fee applies to all returned items.
- Final Sale Items: Beard care items (6 specific products) cannot be returned.
- Condition of Items: Items must be returned in their original condition, unused, and with all original packaging.
International Returns
For customers outside the United States, Canada, Australia, Germany, and the United Kingdom:
- Return Window: Returns are accepted within 30 days from the date of delivery.
- Return Shipping: Customers are responsible for return shipping costs.
- Refunds for Defective Items: Full refunds are available for defective items. Contact customer service to arrange the return.
- Restocking Fee: A 20% restocking fee applies to all returned items, except defective items.
- Final Sale Items: Beard care items (6 specific products) cannot be returned.
- Condition of Items: Items must be returned in their original condition, unused, and with all original packaging.
Non-Refundable Reasons
Refunds and exchanges are not available in the following cases:
- Express shipping costs are non-refundable.
- Orders that failed delivery due to incorrect or incomplete addresses are non-refundable.
- We do not refund for packages marked as "delivered" but reported stolen or lost.
- We are not responsible for customs duties or taxes applied to your order.
Partial Refunds
Partial refunds are granted in certain cases, including:
- Items not in original condition, missing parts, or damaged for reasons not due to our error.
- Returns made after 30 days from delivery (if approved).
Order Changes and Cancellations
You have 24 hours from purchase to cancel your order and request a full refund, provided the products have not been shipped. Cancellations after 24 hours cannot be accommodated.
Refund Processing
Once your return is received and inspected, we’ll notify you about the approval or rejection of your refund. Approved refunds will be processed within 7-14 days.
Exchanges
Exchanges are available only for defective or damaged items. Contact us at support@vivatimepiece.com for assistance.
Additional Guidelines
For detailed steps on initiating returns, handling pre-orders, and more, please visit our full return policy section on our website or reach out to customer support at support@vivatimepiece.com.