Return Policy

Return Policy

At Vivenity Relief, your satisfaction is our top priority. If you're not completely satisfied with your purchase, you may return unused and unopened items within 90 days of receiving your order. Returned items must be in their original condition and packaging.

We understand that things don’t always go as planned — no worries, we’re here to help! Our dedicated support team is always ready to assist you.

How to Start a Return

Please email support@vivenityrelief.com with the following details:

  • Full name

  • Order number

  • Item description

  • Reason for return

Our team will respond within 48 hours with further instructions. If you need to return your item to a different address, please let us know in your message.

Return Shipping Costs

Vivenity will cover return shipping costs for eligible returns within the EU. Once your return is approved, you’ll receive a prepaid return shipping label.

Refund Process

Once we receive and inspect your returned item, we will notify you about the approval or rejection of your refund. If approved, your refund will be processed within 3–5 business days to your original payment method. Processing times may vary depending on your bank.

Important Notes

  • Non-returnable items: Personalized products, gift cards, or opened items with hygiene restrictions (e.g., opened cushions) are not eligible for return.

  • Our mistake: If we sent the wrong or a defective item, we will happily replace it or issue a full refund.

  • Customer error: We are unable to issue refunds for undelivered items due to incorrect shipping addresses provided by the customer.

Reporting a Complaint

If you received a defective or incorrect item:

  1. Take photos of the issue (e.g., include a ruler if it’s a sizing issue).

  2. Send an email to support@vivenityrelief.com with the subject line:
    "Order #[YourOrderNumber] Replacement Request"
    and include:

    • Photos and a description of the issue

    • Order details

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

Delivery Guarantee

All orders come with a delivery guarantee. If your package does not arrive, we will send you a replacement at no extra cost.

Delayed or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank account again.

  2. Contact your credit card company or bank — it may take some time before your refund is officially posted.

  3. If you've done all of this and still have not received your refund, email us at support@vivenityrelief.com and we’ll take care of it promptly.

Data Privacy

All information provided during the return process is handled in accordance with GDPR and treated confidentially.

We’re Here for You

At Vivenity, we don’t just sell products — we care about your satisfaction. If you have any questions or concerns, our support team is here to help with personalized care. Your comfort is our mission, and we’re always happy to assist!