Return policy

30-Day Return Policy

At Vivanko, we want you to feel confident with every purchase.

If you are not satisfied with your order, you may request a return within 30 days of delivery, subject to the conditions outlined below.

How to Request a Return

To request a return, contact our customer service team at help@vivanko.com and provide:

  • Your order number

  • The reason for your return

  • A brief description of any issue

  • Photos or video where relevant

If your return is accepted, we will provide instructions on where and how to send your package.

Items returned without first contacting our customer service team may not be accepted.

Once your return has been shipped, please provide us with the tracking information so we can monitor its progress.

We strongly recommend using a trackable shipping service, as returned parcels remain the customer's responsibility until they are received at the designated return facility.

Products not purchased from Vivanko that are sent to our facility may be treated as unauthorised returns and may be discarded.

Support & Troubleshooting

Before approving a return, our customer service team may provide basic troubleshooting or usage guidance where appropriate.

Many common issues can be resolved by checking:

  • Product setup

  • Correct installation or assembly

  • Charging or batteries

  • Settings or configuration

  • Accessories and connections

  • Cleaning or maintenance

  • Instructions for correct use

We may ask customers to complete reasonable troubleshooting steps before a return is authorised.

Return Conditions

To qualify for a return:

  • The return request must be submitted within 30 days of delivery

  • The product must not have been damaged through misuse, neglect or improper handling

  • All original accessories and components should be included

  • Original packaging, manuals and documentation should be returned where reasonably possible

Items returned incomplete, damaged, altered or showing signs of misuse or excessive wear may be subject to a reduced refund where permitted by applicable law.

Consumable, Personal & Sealed Products

Certain products may have additional return restrictions for hygiene, safety or product-integrity reasons.

Consumable, disposable, personal-use or sealed products may not be eligible for return once used, opened or once a protective seal has been removed, unless the item is faulty.

Any applicable restrictions will be stated on the relevant product page where appropriate.

This does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied products.

Return Shipping

Return shipping costs are generally the customer's responsibility when returning an item because:

  • It is no longer wanted

  • It was ordered by mistake

  • The customer has changed their mind

  • The customer wishes to exchange it for another product

Where an item is confirmed to be faulty, damaged on arrival or incorrectly supplied, we will provide an appropriate resolution in accordance with applicable consumer rights.

We recommend using a trackable shipping service. Vivanko cannot accept responsibility for returned parcels that are lost or damaged before reaching our return facility.

Damaged, Faulty or Incorrect Items

Please inspect your order after delivery.

If your item is damaged, faulty or different from what you ordered, contact help@vivanko.com as soon as reasonably possible.

Please include your order number along with relevant photos, video or a description of the issue.

Once the issue has been reviewed, we may provide an appropriate solution such as:

  • Troubleshooting assistance

  • Replacement

  • Exchange

  • Refund

  • Another suitable resolution depending on the circumstances

In some cases, returning the faulty item may not be necessary. Our customer service team will provide instructions after reviewing the issue.

Change of Mind

If you change your mind about an eligible purchase, you may request a return within 30 days of delivery.

The product must meet the return conditions outlined above.

For change-of-mind returns, return shipping costs are normally the customer's responsibility.

Exchanges

If you would prefer a different product, model, size or variation, contact our customer service team.

Where an exchange is available, we will explain the available options and guide you through the process.

Depending on the product and circumstances, a separate purchase may be required.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome of your return.

If the refund is approved, it will be issued automatically to your original payment method, normally within 10 business days.

Please note that banks, card providers and payment processors may require additional time to process and display the refund.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact help@vivanko.com.

Payment Disputes & Chargebacks

If you experience an issue with your order, we encourage you to contact our customer service team before opening a payment dispute or chargeback.

Most concerns relating to products, deliveries, returns or refunds can be investigated and resolved directly by our team.

Opening a payment dispute may involve additional processing by your bank or payment provider and may make the resolution process take longer.

We will always aim to work with you to reach a fair and appropriate resolution.

Need Help?

If you have any questions about an order, product, return, exchange, refund or warranty, our customer service team is here to help.

Contact us through our website or email us directly at help@vivanko.com.