Return & Refund Policy
At vivaluren, we want our return, cancellation, and refund procedures to be clear and straightforward.
The vivaluren online store is owned and operated by Shenzhen Yongchen Technology Co., Ltd.
This Return & Refund Policy explains the conditions under which eligible products may be returned, how return requests should be submitted, who is responsible for return shipping costs, how cancellation requests are handled, and how approved refunds are processed.
Return Period
Eligible products may be returned within 14 calendar days from the date of delivery.
Requests submitted after the applicable 14-day return period may not qualify for a standard return unless additional rights or remedies are required under applicable law.
Return Eligibility
To qualify for a standard return, the product should generally:
- Be unused and remain in its original condition;
- Include the original packaging and any accessories supplied with the product, where applicable; and
- Be supported by valid proof of purchase or sufficient order information.
Products that arrive damaged, defective, incomplete, incorrect, or materially different from the description provided at the time of purchase will be reviewed separately under the applicable sections of this Policy.
How to Request a Return
Before sending any product back, please contact our customer support team at:
When submitting a return request, please provide:
- Your order number;
- The product you would like to return;
- A brief explanation of the reason for the return; and
- Relevant photographs or videos where appropriate, especially for damaged, defective, incomplete, or incorrect products.
Once we have reviewed your request, our customer service team will provide the applicable return authorization and return instructions.
Please do not send any product back before receiving return authorization and instructions from us.
Return Address
The approved return destination may be different from our registered business address.
After an eligible return request has been reviewed and approved, our customer support team will provide or confirm the appropriate return warehouse or authorized return destination together with any relevant shipping instructions.
Please do not send returned products directly to our registered business address unless our customer support team specifically instructs you to do so.
Products sent to an unauthorized return address may not be properly received or processed.
Return Shipping Costs
Customer-Preference Returns
For an eligible return resulting from:
- A change of mind;
- Personal preference;
- An incorrect product, size, color, style, or variation selected by the customer; or
- Another reason unrelated to a qualifying product defect or fulfillment error,
the customer is responsible for the applicable return shipping costs.
Actual return shipping charges may vary depending on the carrier, shipping service, and return destination selected.
Damaged, Defective, Incomplete, or Incorrect Products
If your order arrives damaged, defective, incomplete, incorrect, or materially different from the applicable product description, please contact:
To help us review the issue, we may request:
- Your order number;
- A description of the problem;
- Clear photographs; or
- Videos showing the relevant issue.
After reviewing the information provided, we will determine an appropriate resolution based on the circumstances.
Possible resolutions may include:
- A replacement;
- A refund;
- An authorized return; or
- Another suitable solution.
If the issue results from a qualifying product defect or an error in our fulfillment process, you will not be responsible for reasonable additional return shipping costs required to resolve the matter.
Restocking Fees
We do not charge a restocking fee for products that qualify for return under this Policy.
Order Cancellations
If you would like to cancel an order, please contact us as soon as possible after placing it.
Cancellation requests should be submitted before the order enters processing.
Once order processing or shipment preparation has started, we cannot guarantee that the cancellation can still be completed.
Orders that have already been dispatched generally cannot be cancelled and may instead need to follow the applicable return procedure after delivery.
To request a cancellation, please contact:
Please include your order number and clearly state that you are requesting cancellation.
If an eligible cancellation is completed before processing begins, the applicable refund will be issued to the original payment method used for the purchase.
Inspection of Returned Products
After an authorized return has been received, we will inspect or review the returned product to determine whether it meets the applicable return requirements.
Once the review has been completed, we will notify you regarding the status of your refund.
If the refund is approved, it will be issued to the original payment method used for the purchase.
Refund Processing Time
Approved refunds are generally processed within 5–10 business days after the returned product has been received and inspected.
After we issue an approved refund, additional processing or posting time may be required by your:
- Bank;
- Credit card issuer; or
- Payment service provider.
Any additional processing time required by the applicable financial institution or payment provider is outside our direct control.
Late or Missing Refunds
If you have received confirmation that your refund has been approved but the funds have not appeared after the expected processing period, we recommend:
- Checking your bank or payment account again;
- Contacting your credit card issuer or payment provider to determine whether the refund is still pending; and
- Contacting your bank, as additional processing or posting time may apply.
If you still require assistance, please contact:
When contacting us, please provide:
- Your order number; and
- Any relevant refund or payment information.
Our customer support team will review the available information and assist with determining the appropriate next step.
Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, waive, restrict, or reduce any consumer right or remedy that cannot legally be excluded or limited.
Where applicable law provides additional mandatory consumer protections, those rights will continue to apply.
Customer Support
For questions regarding returns, refunds, cancellations, damaged or defective products, missing items, or incorrect orders, please contact:
Customer Support Email:
service@vivaluren.com
Customer Support Hotline:
+1 (406) 660-6866
Customer Service Hours:
9:00 AM–6:00 PM PDT
If your inquiry concerns an existing order, please include your order number together with a brief description of the issue or request.
Business Information
Brand Name:
vivaluren
Legal Company Name:
Shenzhen Yongchen Technology Co., Ltd.
Website:
vivaluren.com
Business Address:
Room 1110A, Unit 2, No.478 Guiyue Road, Zhangge Community, Fucheng Sub-district, Longhua District, Shenzhen, China
Customer Support Email:
service@vivaluren.com
Customer Support Hotline:
+1 (406) 660-6866
Customer Service Hours:
9:00 AM–6:00 PM PDT
The vivaluren online store is owned and operated by Shenzhen Yongchen Technology Co., Ltd.