VIVIAZIA Return & Refund Policy

Last updated: August 2026

At VIVIAZIA, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may request a return within 15 days of receiving your order, subject to the terms outlined below.

1. 15-Day Return Window

Customers may request a return within 15 calendar days from the date the order is delivered.

To be eligible for a return:

• The item must be unused and in its original condition.

• The item must be in its original, unopened packaging where applicable.

• The product must not have been washed, worn, altered, assembled, or damaged.

• All original accessories, tags, instructions, and packaging should be included where applicable.

• You must provide your order number.

• The return request must be submitted within 15 calendar days of delivery.

Returns requested after the 15-day return period may not be accepted.

2. How to Request a Return

Before sending an item back, please contact:

VIVIAZIA Customer Support
Email: info@viviazia.com

Please provide:

• Order number

• Name used to place the order

• Product name

• Reason for the return

• Photos or videos when applicable

Please do not send any product back without receiving return instructions from our customer support team.

Returns sent to an unauthorized address may not be accepted.

3. Return Shipping Costs

For customer-initiated returns, the customer is responsible for all return shipping costs.

This includes returns due to:

• Change of mind

• No longer needed

• Ordered the wrong product

• Ordered the wrong size or variation

• Personal preference

• Product not meeting the customer's expectations

VIVIAZIA does not provide prepaid return labels for customer-initiated returns.

We recommend using a tracked shipping service and keeping your proof of shipment.

VIVIAZIA is not responsible for products that are lost or damaged while being returned to us.

4. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

Please provide:

• Your order number

• A description of the issue

• Clear photos of the product

• Photos of the packaging and shipping label, if available

• A video demonstrating the issue when reasonably necessary

We will review the information and determine the appropriate resolution.

If the issue is confirmed to be the result of a manufacturing defect, shipping damage, or an error on our part, we may provide:

• A replacement;

• A reshipment of the correct product;

• A full or partial refund; or

• Another appropriate resolution.

When a return is required because the product was defective, damaged upon arrival, or incorrectly shipped by us, VIVIAZIA will cover the reasonable return shipping cost.

5. Baby Product Safety Concerns

Your baby's safety is extremely important to us.

If you believe a product may present a safety concern, please stop using the product immediately and contact us.

Please provide:

• Your order number;

• The product name;

• A description of the safety concern; and

• Photos or videos showing the issue, if possible.

Do not continue using a product that you believe may be unsafe while waiting for our response.

We may request additional information to investigate the matter with our supplier or fulfillment partner.

If a product is determined to have a safety-related defect, we will work with you to provide an appropriate resolution.

6. Refunds

Once an approved return has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to the original payment method used for the purchase.

Please allow approximately 5–10 business days for the refund to appear in your account after it has been processed. Actual processing times may vary depending on your bank or payment provider.

Original shipping charges

Original shipping charges are generally non-refundable for customer-initiated returns.

Return shipping costs are also non-refundable and are the customer's responsibility unless the return is required because of an error on our part or a confirmed defective/damaged product.

7. Partial Refunds

In certain circumstances, VIVIAZIA may offer a partial refund when a customer chooses to keep a product rather than return it.

Partial refunds may be considered for minor issues that do not affect the safety or intended functionality of the product.

Any partial refund will be discussed with the customer before it is processed.

We will not offer a partial refund as a substitute for an appropriate safety remedy when a product presents a genuine safety concern.

8. Non-Returnable Products

For hygiene, safety, and health reasons, certain products may not be eligible for return once opened or used.

Depending on the product, these may include:

• Opened personal-care or hygiene products;

• Used feeding products;

• Opened products intended for direct contact with a baby;

• Personalized or customized products;

• Products damaged through misuse;

• Products that have been washed or altered; and

• Gift cards.

If you are unsure whether your product qualifies for a return, please contact us before shipping it back.

9. Products Damaged Through Misuse

Refunds or replacements may not be available for damage resulting from:

• Improper use;

• Failure to follow product instructions;

• Normal wear and tear;

• Accidental damage;

• Unauthorized modification or alteration;

• Incorrect assembly; or

• Use outside the manufacturer's stated instructions or intended purpose.

Customers should always follow the product's instructions, age recommendations, weight limits, warnings, and safety guidelines.

10. Incorrect or Incomplete Shipping Information

Customers are responsible for providing an accurate and complete delivery address during checkout.

If an order is returned because of an incorrect, incomplete, or undeliverable address provided by the customer, the customer may be responsible for additional shipping costs if a replacement shipment is requested.

If the package is returned to our fulfillment partner, we will contact you regarding available options.

11. Order Cancellation

If you wish to cancel your order, please contact us as soon as possible after placing the order.

We will make reasonable efforts to accommodate cancellation requests before the order enters processing or shipment.

Once an order has been processed, packed, or shipped, cancellation may no longer be possible. In that case, you may need to follow our return procedure after delivery.

12. Exchanges

We generally do not offer direct exchanges.

If you require a different product, size, or variation, please contact our customer support team.

You may be required to return the original product at your own expense and place a new order.

13. Return and Refund Abuse

VIVIAZIA reserves the right to investigate return and refund requests.

We may refuse or limit refunds, returns, or replacements when we reasonably determine that a request involves:

• Fraudulent activity;

• False claims;

• Intentional product damage;

• Excessive or repeated returns;

• Misuse of our return policy; or

• Other fraudulent or abusive behavior.

This does not affect any rights or remedies available to customers under applicable U.S. law.

14. U.S. Consumer Rights

This policy applies to purchases delivered within the United States.

Nothing in this policy is intended to waive, restrict, or limit any consumer rights or remedies that cannot legally be waived under applicable federal or state laws.

Where applicable, customers may have additional rights relating to defective, unsafe, recalled, or misrepresented products.

15. How to Contact Us

For return, refund, replacement, or product-safety questions, please contact:

VIVIAZIA Customer Support
Email: info@viviazia.com

Please include your order number in all communications so that we can assist you as quickly as possible.

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VIVIAZIA
Little moments. Big love.