Refund Policy

At Vivilly, we strive to ensure your satisfaction with every purchase. Here's our refund policy to guide you through the process:

Eligibility for Return or Replacement

Your purchase is eligible for return or replacement under the following conditions:

Incorrect Product: If the product delivered to you does not match the item description on our website or if the wrong product is delivered.
Quality or Manufacturing Defect: If the product you receive has a genuine quality or manufacturing defect or damage.

Please note that slight variations in color tone, shape, or size may occur due to the handmade nature of our products, which are crafted by experienced artisans. Such variations are not regarded as defects and will not be eligible for return or replacement.

Resolution and Discretion

Given the nature of our products, we reserve the sole discretion to provide resolution as we deem fit. Each return or exchange request is treated as an individual case. We are unable to offer refunds in the following circumstances:

Incorrect or incomplete shipping address provided.
Three failed delivery attempts by our shipping agency.
Recipient refusal of the package.

Return Process

If your purchase meets our return criteria, please email us at [contact email] within 48 hours of delivery with the following information:

Order number
Delivery address
Unboxing Video
Reason for return
Image of the item (in case of defective or incorrect product)

Unfortunately, we cannot consider any emails or images sent after 48 hours of delivery.

Resolution Options

If there is a genuine defect in the product:

We will exchange your product with a replacement, subject to availability.
Alternatively, we will issue a credit note of the order amount within 7-10 working days after the product is picked up from the given address.

Under certain circumstances, if we are unable to provide a replacement:

We will notify you and process your refund.
The refunded amount will reflect in the original mode of payment within 7-10 business days.

Package Tampering

If you find that the package has been tampered with, please do not accept the item and hand over the package back to the delivery person before signing the Proof of Delivery (POD).

We are committed to ensuring a seamless shopping experience for you. If you have any further questions or concerns, please feel free to reach out to us.