Refund policy

We want you to enjoy a seamless shopping experience. Please read our return and refund policy carefully, as international shipping involves specific conditions.

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📦 Returns Eligibility

We only accept returns in the following cases:

• You received the wrong product ( different from what you order )

• The item is damaged or defective

• You reported the issue within 48 hours of delivery

To be eligible for a return:

• The item must be unused, unopened, and in original condition

• You must contact us first at info@vivavoss.com with photos and order details

• Return must be authorized by our team

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⛔ Non-Returnable Items

We do not accept returns for:

• Opened, used, or unsealed items

• Items blocked or rejected by your local customs

• Items refused, not picked up, or undeliverable due to incorrect shipping address

• Perishable, hygienic, or health-related items (e.g., supplements, sprays, cosmetics)

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💸 Refunds & Deductions

If your order is returned to us due to:

• Wrong or incomplete address

• Refused delivery

• Failure to collect from the post office

• Customs rejection

We will deduct the following from your refund:

🔹 No refund will be issued if the total fees exceed or match your order value.
🔹 Refunds are sent to your original payment method, minus applicable fees.
🔹 Processing time: 7–14 business days after return is received and inspected.

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❌ Order Cancellations

• Orders may be canceled within 6 hours of purchase

• After 6 hours, orders are processed and shipped, and cannot be canceled

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📝 Important Reminders

• Make sure your shipping address is correct and complete

• Be available to accept or collect the delivery

• VivaVoss is not responsible for customs delays or refusals

• All returned packages are handled by DHL and must be accepted back in Germany before any refund is processed

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📩 Need Help?

For return requests or questions, contact us:
📧 info@vivavoss.com

We're here to assist you and ensure a smooth experience with VivaVoss.