Refund policy

VIVÉA 90-Day Satisfaction Guarantee

At VIVÉA, we are committed to delivering visible results. If you are not completely satisfied with your purchase for any reason, we offer a full 90-day money-back guarantee — no complicated hoops, no frustrating back-and-forth.

Eligibility

To be eligible for a return, your request must be submitted within 90 days of the delivery date confirmed by your tracking information. Items must be returned in their original packaging with all included accessories. We reserve the right to deny returns that show signs of misuse, intentional damage, or tampering.

How to Start a Return

Email hello@vivea.com with your order number, the email address used at checkout, and a brief description of your reason for returning. Our team will respond within 1 business day with a Return Merchandise Authorization (RMA) number and return instructions. Returns submitted without an RMA number may experience delays or be refused.

Return Shipping

For change-of-mind returns, the customer is responsible for return shipping costs. We recommend using a tracked shipping method, as VIVÉA is not responsible for returns lost in transit. If your item arrived damaged, defective, or incorrect, VIVÉA will provide a prepaid return shipping label at no cost to you.

Refunds

Once your return is received and inspected, we will notify you by email. Approved refunds are issued to your original payment method within 5 to 7 business days. Please allow additional time for your bank or card provider to process the credit. Shipping fees paid at the time of purchase are non-refundable unless the return is due to our error.

Damaged or Defective Items

If your VIVÉA mask arrives damaged or stops functioning due to a manufacturing defect, contact us within 90 days of delivery with a photo or short video of the issue. We will arrange a replacement or full refund at no cost to you — your choice.

Lost Packages

If your order has not arrived within the estimated delivery window and tracking shows no update for more than 7 business days, contact us at hello@vivea.com. We will open an investigation with the carrier and, if the package is confirmed lost, issue a full replacement or refund.

Incorrect Items

If you received an item different from what you ordered, email us immediately. We will arrange pickup and send the correct item at no additional cost.

Non-Returnable Items

For hygiene and safety reasons, opened eye protection patches and skincare accessories included in gift sets are non-returnable unless defective. The LED mask itself remains eligible for return under our 90-day guarantee regardless of use.

Fraud Prevention

VIVÉA reserves the right to refuse returns from customers with a pattern of abuse, including but not limited to excessive return requests or fraudulent claims. We take the integrity of our guarantee seriously to protect our community of genuine customers.