Return & Refunds

Return & Refunds

We pride ourselves in our product quality with strict quality control checks in place. To provide you with additional peace of mind, we also offer a comprehensive 45-day returns guarantee for each order. Buy with confidence and enjoy a great shopping experience!

 

Returnable Item

Item that can be returned/refunded or exchanged within 45 days of placing the order must follow the criteria as below:

  1. Faulty items damaged/broken or soiled upon arrival.
  2. Items received in the incorrect size/color.
  3. Unwashed, unworn and unused item(s) that have not met your expectation within 45 days of placing the order.

 

Non-Returnable Items

We will not accept returns in the following conditions:

1. Items beyond the 45 days warranty time-frame.

2. Worn, used or misused items.

Notes: All returns must be authorized by our Team via the Support Center, which will provide you a Return Merchandise Form (RMA).

 

Returns Process & Time-Frame

Please carefully follow our returns process to minimize any delays:

1. If your item meets the returnable criteria, please submit the following to our support email (support@vivtone.com) or submit the following by contact us page:

 - Order number

 - Product name

 - Reason for return

Or contact us by: +86-159-1310-3610 Monday to Friday 7:30 AM to 4:45 PM CST*

2. Our customer service team will respond to your request within 24-48 hours and provide you with a Return Merchandise Form (RMA) along with our return address.

3. Please return the item according to our instructions on the RMA form and send us return proof in the form of the tracking number and a valid return receipt.

4. Once we have received the returned item(s), we will email you and arrange an exchange or a refund within 3 days.  After this, please note the refund times below: 

For PayPal refunds, please allow up to 2-24 hours for the transaction to appear in your account. 

 

Return Shipping Costs & Address 

We aim to offer services that will benefit all of our loyal customers. Please always Contact Us prior to returning the items by submitting a ticket to obtain an R.M.A form (Return Merchandise Authorization) with the related address.

1. All shipping fees are at the customer expense. This includes shipping fees for a return or exchange. Shipping fees are non-refundable. If the returning is due to our reasons, the goods received are broken or not correct, please take a photo and send to us, then the consumer is not required to bear the shipping fee for this reason.

2. Please contact your local post office to confirm the actual return shipping fee. We recommend you use the cheapest registered airmail method that is available.

Note: For any return or exchange application, please contact us in advance (support@vivtone.com) and return the goods after getting the approval. We don't accept returns without prior request.

 

Vivtone Team