Refund policy
Last updated: 11 October 2026
At Vivenya, we want you to be genuinely happy with what you've bought. If something about your order isn't quite right, the section below explains exactly how our returns and refunds process works.
Getting in Touch With Us
Store Name: Vivenya
Contact address: 181 Chester Rd, Watford WD18 0LH, United Kingdom
Email: business@vivenya.com
Phone: +44 7460 955504
Customer Service Hours: Monday–Friday, 9am–9pm (UK time)
We aim to reply to every enquiry within 1–2 business days.
Return Policy at a Glance
- Return window: 14 days from the day you receive your order to tell us you want to return it, then a further 14 days to send it back.
- Condition: items must be unused, undamaged and in their original packaging.
- Return method: by post, to the returns address we email you once your return is authorised.
- Return cost for faulty, damaged or incorrect items: no cost to you. We arrange a free replacement or a full refund.
- Return cost for change of mind: you pay the return postage.
- Restocking fee: none.
- Exchanges: we do not swap items directly. Return the item for a refund and place a new order for the one you would like.
- Refund method: refunds go back to your original payment method.
- Refund processing time: refunds are processed within 7 business days of us receiving your return.
- Where this policy applies: orders delivered in the United Kingdom and the United States.
Where Orders Ship From and Where Returns Go
Our Watford contact address is for correspondence only, and we do not hold stock there. We work with suppliers, who pack and dispatch orders from their own warehouses, mainly in China. Returns do not come back to our contact address: they go to the returns address of the supplier that sent your order, which may be outside the United Kingdom and the United States, including in China. All returns are arranged by email: contact us at business@vivenya.com with your order number, and we'll reply within 1–2 business days with your return authorisation and the exact address to send the item to. Please don't post anything back until you've heard from us, as a parcel sent without authorisation can't be matched to your order.
Your 14-Day Right to Cancel
You have 14 days from the day you receive your order to cancel it, and you do not need to give us a reason. Once you have told us you are cancelling, you then have a further 14 days to send the item back to us.
If you are shopping from the United Kingdom, this reflects your legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We apply the same 14-day window to orders placed from the United States, so every customer is treated the same way.
To qualify for a full refund, the product should reach us in unused, undamaged condition, kept in its original packaging and paired with some form of purchase confirmation, such as your order number. We may reduce a refund to reflect any loss in value caused by handling the item beyond what is needed to establish its nature, characteristics and function — in other words, beyond the sort of inspection you would reasonably do in a shop.
Return Procedure: How to Start a Return
To begin a return, email business@vivenya.com with your order number and, if you would like to tell us, a short note about why you're sending it back. We'll look over your request and get back to you within 1–2 business days with authorisation and instructions on how and where to send the item. From the day you tell us you are cancelling, you have 14 days to get the parcel in the post.
Damaged Goods and Faulty Items
If you receive damaged goods, a defective or faulty item, or something that isn't what you ordered, please let us know as soon as you can, ideally within 48 hours of delivery, and include photos showing the problem. Once we've had a chance to review this, we'll sort out a free replacement or a full refund, with no shipping cost to you. Telling us later than this does not affect your legal rights.
Return Shipping Costs
For damaged, faulty or incorrect items, return shipping costs you nothing. If you've simply changed your mind or ordered the wrong thing, you'll be responsible for covering the cost of sending it back, and we ask that you use a shipping method that includes tracking. Because the returns address may be overseas, tracked international postage can cost noticeably more than posting within your own country, so please check the cost with your postal service before you decide.
Refund Method and Refund Processing Time
As soon as we've received your returned item and checked it over, we'll send you an email letting you know it's been processed. Refund processing time: refunds are processed within 7 business days of us receiving the item back, and always within 14 days at the latest, going back to whatever payment method you originally used. Your refund will include the standard delivery cost you originally paid, though if you chose a more expensive delivery option we will refund the standard rate rather than the upgrade. Keep in mind that your bank or card provider may take a little extra time to show the funds in your account.
Requesting an Exchange
We do not swap items directly. If you would like a different size, colour or item, return the original under the process above for a refund, and place a new order for the one you would like. The same conditions apply as for any other return.
Cancelling an Order
You can cancel your order for a full refund any time before it's dispatched — just send us an email at business@vivenya.com to let us know. If your order has already been dispatched by our supplier, you'll need to wait until it arrives and then go through the standard return process instead.
Items We Can't Accept Back
A small number of products aren't eligible for a change-of-mind return. This includes anything made or personalised specifically for you. For hygiene reasons, socks, tights and hair styling tools can be returned only if they are unworn or unused and still in their original packaging; once they have been worn or used, we can't take them back. None of this affects your rights if an item is faulty or not as described.
Your Legal Rights
Nothing in this policy affects the legal protections you're entitled to as a consumer. If you're shopping with us from the United Kingdom, you remain covered under the Consumer Rights Act 2015, which gives you further protection when goods turn out to be faulty or not as described. Where anything in this policy conflicts with your statutory rights, your statutory rights take precedence.