We offer a refund and/or exchange within 30 days of receipt of your shipment, if 30 days have passed since your receipt, you will not be offered a refund and/or exchange of any kind. To start a return please submit your request at return center.
- To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- The customer must submit all photos or videos of the defective items and also any related evidence to prove your request is true and correct.
- All returns are subjected to 0% restocking fees. Original shipping charges are non-refundable.
- We accept the refund, or exchange of the goods for defective products, or not as product description only.
- To complete your return, we require a receipt or proof of purchase.
- Please do not send your purchase back to the manufacturer.
Viva Timepiece offers a warranty for all products. The warranty period is 30 days from the day of receipt of the product. After 30 days, we don’t support refunds. If products have damage or some defect within 30 days (not man-made destruction), we can respond by refund or resend with no return.
- Damaged Products: If the arrived product is damaged, We are offering a full refund or replacement.
- Incorrect or Missing Products: We have a strict quality control standard. We will check every product before delivery. If any of the following circumstances exist, we offer a full refund or replacement:
- Incorrect product
- Product with the wrong color, size, etc
- Product with a missing component
- Please note that: You don’t need to return the incorrect product. We will refund or resend the right one to you.
- If you have any questions about size, please provide photos of the measurement. Make sure that you measure the item in the correct method. You can send the result to our customer service and we will deal with it asap.
- Products Out of Stock: We are offering a full refund if the product is out of stock. We will notify you and make a refund or replacement.
- Products Unable to Ship: We are offering a full refund if the product can not be shipped. Due to the limited transportation, some products do not have proper shipping options. We will notify you in time and make the refund.
- Delayed Orders: We are offering a full refund if the order is delayed. It will be counted from the date that the package leaves the warehouse.
- In normal circumstances, more than 30 days.
- During the busy season, more than 45 days, such as Black Friday, Cyber Monday, Christmas, etc.
- In unforeseen circumstances, such as epidemics, etc. the date will be different. Please pay attention to our notification email and message.
- Please note that:
- Order delay caused by delivery pending, such as an insufficient address, package unclaimed, inability to contact the customer, etc, Viva Timepiece will not refund you.
- Missing Packages: We are offering a full refund if the package is missing during the delivery.
- Other Conditions: We are offering a warranty for all products. The warranty period is 30 days from the day of receipt of the product. After 30 days, we don’t support refunds.
You will not be offered a refund and/or exchange for these reasons:
- The express shipping costs for delivered orders are non-refundable.
- The order failed a delivery attempt by the local carrier for any reason.
- We do not have a duty to refund If our shipment system shows a "delivered" status but the package is stolen or lost.
- We do not have a duty to refund If the package was "held by customs" The customer has a duty to pick up a package and contact the customs agency to resolve this issue.
- Reject the delivery attempt from your local post service because the item will be destroyed by the local carrier.
- Items sent back to us without first requesting a return will not be accepted.
- We are not responsible for any customs and taxes applied to your order.
- All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
- Delivery fails attempt by local post services, incorrect shipping address (Please contact your local post service directly).
- Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
- Shipping costs are non-refundable.
In the event that the customer is not satisfied
When a customer purchases the wrong product, cannot wear it, or no longer wants the product. The customer can return the item by providing and paying a self-return shipping label within 7 days after receipt. We'll provide the return shipping address to you after receiving your request, please email us at firstname.lastname@example.org
For a successful return, your item must remain in its original condition – unworn, unused, with tags intact, and within the original packaging. Before returning the item, Please retain the receipt or proof of purchase for validation. It's important to note that returns without prior authorization will not be accepted.
There are certain situations where only partial refunds are granted: (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery (if approved).
- Any item shipped as listed correctly but you cannot fit. Our size charts are not related to any size standard. Please refer to our size chart only before purchasing the item.
- The product is not damaged but dissatisfaction for personal reasons.
- Partial refunds can apply to the unacceptable request, limited one time for one customer.*
Order Changes and Cancellations (Cancellation fee)
We have updated our payment process to provide you with greater flexibility. Instead of immediate charging at checkout, we have transitioned to an 'automatic charge at fulfillment' method. With this change, your payment will be authorized at the time of checkout but will only be captured when your order is ready for shipment. This adjustment allows you more freedom to make changes to your order before it is shipped.
You have a window of up to 24 hours after your purchase to cancel your order if needed and request a full refund. Please note that order cancellations can only be accommodated if the products have not yet been shipped.
Unfortunately, we are unable to offer modifications or cancellations beyond this 24-hour timeframe due to our efficient order processing. We appreciate your understanding in this matter.
Refunds (if applicable)
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of 7-14 days.
Late or missing refunds (if applicable)
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next, contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to our destination warehouse that we provide in the customer support email.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
We do not suggest you return products. Because the shipping cost is high and sometimes higher than the product value. Also, it takes months to deliver the package, which will affect the processing time. If you urge to return the product, please pay attention to the following aspects:
- Visit the Viva Timepiece Return Center and submit the request with evidence.
- Submit all photos or videos of the defective items and also any related evidence to prove your request is true and correct.
- You need to return the product within 10 days of receiving it.
- You will be responsible for paying for your own shipping costs for returning your item.
- The product is in good condition and does not affect secondary sales.
- You need to pay the shipping cost.
- After being sent back, please contact us to submit your return tracking number and carrier receipt.
- If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
- Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of 7 days after receiving your return.
Wrong or Incomplete Address
The buyer is supposed to ensure the correct details for the shipment. Our team is dedicated to providing excellent service but due to less time, we may not correct the shipping address. In the case of a wrong or incomplete address, the buyer is suggested to contact and provide the correct details. The failed delivery attempts due to the wrong shipping address are nonrefundable.
Customs, Duties, and Taxes
Viva Timepiece is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
The package was delivered, but you can't find it
If your tracking information shows that your package was delivered, but you can't find it:
- Verify the shipping address on your order page.
- Look for a notice of attempted delivery.
- Look around the delivery location for your package.
- See if someone else accepted the delivery unless you have health or safety concerns about doing so.
- Check your mailbox or wherever else you receive mail. Some packages travel through multiple carriers.
- Wait 48 hours. In rare cases, packages may say delivered up to 48 hours before arrival.
- If you haven't received your package, contact us within 30 days of the expected delivery. We'll do everything we can to help.
Lost or Stolen Package
In case of a lost or stolen package, the buyer is recommended to contact the nearest United States Postal Service or respective shipping carrier. We do not have a duty to refund If our shipment system shows a "delivered" status but the package is stolen or lost. For further support, please reach us at our support. The complete delivered status but stolen or can't find the package are nonrefundable.
To start a return, you can contact us at the return center. If your return is accepted, we’ll send a return instruction or shipping label (if applicable). Items sent back to us without first requesting a return will not be accepted.