Returns & Refunds
Returns & Refunds
Clear support when something is not quite right.
If you have a question about a return, refund, damaged item or incorrect order, contact VivaCove with your order details. We will review the information available for your order and help explain the appropriate next step.
Before You Start
A simple place to begin.
Because return requirements can depend on the item, its condition and the circumstances of the order, please contact us before sending anything back.
Include your order number, the email used for the purchase and a short explanation of the issue. If an item arrived damaged, defective or different from what you ordered, clear photos can help us review the situation more efficiently.
Keep the item and packaging available during review.
Please avoid discarding the product, accessories or relevant packaging until your request has been reviewed, as additional information may be useful when confirming the next step.
The Process
What to expect when you contact us.
We keep the process practical: identify the order, understand the issue, review the available details and provide the appropriate instructions.
Share your order
Send your order number and the email address used when placing the order so we can identify the purchase.
Explain the issue
Tell us what happened and which item is involved. Photos are useful for damaged, defective or incorrect products.
Wait for review
Our team will review the request based on the information provided, the item involved and the circumstances of the order.
Follow the next step
If additional action is appropriate, we will provide the relevant instructions before you send or discard anything.
How Requests Are Reviewed
A few details can affect return eligibility.
Personal-care products can involve hygiene, condition and item-specific considerations. These details may affect the return options available for a particular order.
Item condition
The condition of the product, packaging and included accessories may be relevant when a return request is reviewed. Please keep everything together until you receive further guidance.
Hygiene-sensitive products
For products intended to contact the body, skin, scalp or mouth, whether an item has been opened or used may affect eligibility, subject to the circumstances of the order and applicable law.
Damaged or incorrect orders
If something arrived damaged, defective or different from what you ordered, contact us with the order details and photos where possible so the issue can be reviewed.
Applicable consumer rights
Nothing on this page is intended to limit rights that may apply under local consumer protection law. Where legal requirements provide additional rights, those requirements continue to apply.
Care Beyond Checkout
Support that stays connected to real routines.
VivaCove is centered on everyday personal care. When there is a problem with an order, our goal is to keep the conversation clear, useful and focused on the product you actually received.
Everyday products deserve clear support.
Order questions should be handled with the same practical care as the routines our products are made to complement.
Tell us what happened.
A short explanation and clear product photos can make it easier to understand an order issue.
Keep the process simple.
Contact us before sending an item back so you can follow the correct next step for your request.
Refunds
Approved refunds are handled after review.
When a refund is approved, the applicable refund will be processed according to the outcome of the review and the payment method associated with the order.
After a refund has been issued, the time required for the amount to appear can vary depending on the payment provider or financial institution involved.
If you believe a refund has been issued but has not appeared after your payment provider's normal processing period, contact us with your order details so we can review the available information.
Common Questions
Returns and refunds, explained simply.
What information should I include when I contact you?
Please include your order number, the email address used for the order, the item involved and a short description of the issue. Photos are helpful when an item is damaged, defective or incorrect.
Should I send the product back immediately?
Please contact VivaCove first. Return requirements may depend on the item and circumstances, so wait for the appropriate instructions before sending anything back.
Can an opened personal-care product be returned?
Eligibility may depend on the product, whether it has been used, hygiene considerations, the reason for the request and any applicable consumer rights. Contact us with the order details so the specific situation can be reviewed.
What if my item arrived damaged or incorrect?
Contact us with your order information and clear photos where possible. Keep the product, accessories and relevant packaging available until the issue has been reviewed.
How will I know whether a refund has been approved?
Refund decisions are made after the relevant order information has been reviewed. If a refund is approved, the next steps will be communicated using the contact information associated with your request.
Can refund processing time vary?
Yes. Once a refund has been issued, the time required for it to appear may vary depending on the payment provider or financial institution.