Returning Orders

This page explains how you can return your order under which circumstances and which options (exchange, refunds) you have. It also provides general information about our returning order policy. If something is not clear to you or you have any questions, please do not hesitate to let us know.

>Unless specifically marked and noted on the product's detail page in the online store (i.e. for customised products or special orders), items purchased via the VIVA-LITE Online store can be returned to VIVA-LITE within 30 days of the order, for a full refund of the purchase, minus all shipping costs.


Right to Return Goods

You may return the goods received within 30 days by sending them back, without the necessity of stating reasons for this. This deadline shall begin at the time of receipt of the goods and of this information. In order to meet the deadline it will be sufficient to send out the goods or the request for collection in due time.

You can find the address details for returned goods and request for collection on the right hand side.


Return Policy

Goods must be unused and in the original packaging, and accompanied by the original packing slip. We'll also accept the return of incorrect or defective merchandise that meets the following criteria:

  • Unused Goods: Includes any item that is in new condition and is in the original packaging (if any). Returns will not be accepted if item exhibits any obvious signs of use or is not in the condition in which it was received.

  • Defective Goods: Includes any item that does not perform as expected or exhibits damage not associated with normal usage. Does not include items that are the wrong size, option or style.

  • Incorrect Goods: Contact us via email or phone if you have received an item that is different than what was described on the website or is the wrong size, option, or style than what you ordered.


Exchanges

If you received a faulty item or would like to exchange an item for a different one, simply place another order for the desired item and return the faulty item to us. You can print a return label by filling out the right hand side form.

Because of the time involved in shipping and processing your return, we recommend placing a new order right away to ensure the item you want is in stock.

Please note that if the price of the item has changed since you placed your original order, we'll be happy to honor the previous price on your new order - just contact us by phone or email.


Refunds

Refunds will be given at the discretion of company management.


Packing & Sending Your Return

You can pack and send your return to us in just a few simple steps.

  1. Repack your unused item in the original packaging.
  2. Fill out the "Returning Orders Form" on the right hand side of this page or on the form that came with your parcel. If you would like an exchange, you can also place another order online - we'll credit you for your return once it is received.
  3. Please help us and include a reason code on the packing slip for each item you wish to return.
  4. Include the packing slip in the shipment, and keep a copy for your records.

If you no longer have the packing slip: Please go to "My Account" and select the "View Orders" option where you can print out a summary of your order. Mark the item(s) you are returning and write in the reason for return; include this printout with your return.

Unfortunately, VIVA-LITE can not be responsible for packages lost in transit and please excuse that we cannot accept COD deliveries. If you have any questions about the status of your return, contact us via email or phone.

Please note: Allow four weeks from the shipping date for your account to be credited and 1-2 billing cycles for the refund to appear on your credit card statement.


Items You Didn't Order

Please send us an email if you received an extra item in a shipment, or items were delivered to you (or to your home) that you didn't order.

We appreciate if you email us and let us know:

  • the item(s) you incorrectly received,
  • your name,
  • your mailing address,
  • any number attached to a packing slip, delivery note or invoice that you can find on or in the parcel

Gift Returns & Refunds

If you have received an item as a gift and need to return it, please follow the guidelines and instructions above for making a return. The gift purchaser will be refunded the amount of the returned items.


Product Recalls and Safety

If you have questions about a product recall, please contact the manufacturer for further assistance. We'll send an email notice to you with recall information and instructions if we are informed of a product recall for an item you purchased.

If you think a product might be unsafe, please let us know right away.


How to Contact Us

If you have any comments or questions, please do not hesitate to contact us via phone or email us via the online web form.

Our Address for Returning Orders

 

Please note: Before simply sending back your order, please fill out the following form which will produce a receipt for you that'll help to track your returned order.

Returning Orders Form

Before sending back an order, please fill out the following form and send it to us.

I would like to get

Exchange
Refund
Other

Email:

Name:

Phone:

Order Number:

Order Date:

   

Reason for Return:

Comments/ Info (if possible, please provide)

Yes, I have requested a pickup
Send

For Questions, please contact us

 

Or click here if you want to email us...