Returns & Refunds Policy
This policy sets out the terms by which you may return or request a refund in respect of the Products or Services.
Your legal right to change your mind
If you bought a Product online, by mail order, over the telephone or on your doorstep, you have 14 days from receiving the Product to request a return or exchange for the same item in a different size. If the Products are split into several deliveries over different days, the period runs from the day after the last delivery.
When you will not be able to change your mind
However, to be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging.
You will not be eligible for a refund or exchange in respect of any orders for:
- Products that are made to your specifications or are clearly personalised,
- Services, once they have been completed;
- any portion of Services which have been performed;
- Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them.
How to request a return
Where you qualify for the right to change your mind, you must contact us within 14 days of receiving your order by sending an email clearly marked as a request for return or exchange to firstname.lastname@example.org . If you are entitled to return your Product, please follow the instructions for returns set out in the returns slip enclosed with your order. Please be aware that you must pay for the cost of such returns. Products sent back to us without first requesting a return will not be accepted and the Product must be returned to us within 14 days of you notifying us that you wish to return it to us.
Returns must be sent to the following address: VIVERE London Returns, GXO, Unit A Saxon Avenue, Grange Park, Northampton, NN4 5EL, United Kingdom.
Postage is not prepaid by VIVERE for returns. The item is your responsibility until it reaches us so, for your own protection, we recommend sending the parcel using a trackable delivery service.
Complete the Returns Form that you’ll find within your order. Our fully recyclable packaging can be re-used for returning any item. Full details on how to complete a return are enclosed within all deliveries.
Once we are in receipt of the returned product we will inspect it to ensure that it is not damaged or used. We will reduce your refund if the Product is used or damaged, or if it has been handled in a way which would not be acceptable in-store. In some cases, because of the way you have treated the product, no refund may be due. In the case of exchanges, we are unable to reserve items, so it is important to return items as quickly as possible to ensure items do not go out of stock in the mean time.
Likewise, if we don’t receive the Product at all or within a reasonable time we won't refund you the price.
When and how we refund you
Where a refund is due to you, we will refund you within 14 days of receiving the relevant Product(s) back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.
You can always contact us for any return question at email@example.com
If there is something wrong with the Product or Service
We honour our legal duty to provide you with Products and Services that are as described to you on our website and that meet all the requirements imposed by law. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.