1. Shipping & Delivery
1.1 Processing & Delivery Times
All orders are processed within 1 to 3 business days. Delivery typically takes 2 to 14 business days, depending on the destination.
Once your order has been shipped, you will receive an email confirmation with a tracking link to monitor your shipment.
1.2 Shipping Costs & Customs Duties
Shipping fees are calculated and displayed at checkout.
Please note: customs duties and import taxes are the responsibility of the customer and are not covered by Vivellify.
2. Order Modifications & Cancellations
2.1 Order Cancellations
Orders can be canceled within a grace period after placement, provided they have not yet been processed, labeled, or shipped.
To request a cancellation, customers must email support@vivellify.com within the grace period.
If the order has already been processed or shipped, cancellation is no longer possible.
3. Returns & Refunds
3.1 Return Eligibility
- Eligible Returns:
- The item is faulty or defective
- The item differs significantly from what was ordered
60-Day Money-Back Guarantee:
If you are not satisfied with the product after receiving it, you are protected by our 60-Day Money-Back Guarantee.
We are confident in the quality of our products, but we understand there may be reasons to request a return or refund.
A bottle lasts for one month—so with the 60-day guarantee, you can try up to two bottles, depending on your order.
If you're not satisfied with the results, contact us within 60 days of your purchase for return instructions.
- To qualify for a full refund:
- No more than two bottles may be opened/used (maximum two months' supply)
- Any additional bottles must remain sealed
- Any empty bottles (where product was consumed) must be returned
- This policy only applies to the first purchase of the product under our guarantee
- Shipping charges are non-refundable
This way, you can give the product a fair try while enjoying a hassle-free return process if needed.
- Non-Eligible Returns:
- Anything outside the 60-Day Money-Back Guarantee
- Used or damaged items, unless clearly due to shipping damage and documented
3.2 Return Process
- Submit a Return Request
Contact our customer service at support@vivellify.com with the following details:- Order number
- Description of the issue
- Photos or videos as supporting evidence (if applicable)
- Request Review & Return Instructions
Our team will review your request and aim to respond within 24 hours, providing you with the return address.
Returns must be shipped to our warehouse in Germany. - Return the Product
Items must be returned in their original condition and packaging.
Any empty bottles (if applicable) must also be returned.
To qualify for a return review, only up to two months' supply of product may be opened or used.
Return shipping costs are the responsibility of the customer. - Inspection & Refund
Once the returned item is received, we will inspect it within 4 to 14 business days.
If all return conditions are met, a refund will be issued to your original payment method within 2 to 5 business days.
4. Customer Support
If you have any questions or concerns, we're here to assist you:
Send us an email to support@vivellify.com
We aim to respond within 24 hours.