Cancellation & Refunds Policy

1. Overview

At The Vivaz, we strive to provide a clear and easy shopping experience. This policy outlines the procedures for canceling an order and requesting a return or refund.

2. Order Cancellation

Time Frame:
You may cancel an order for a full refund within 24 hours of purchase, provided the order has not yet been processed or shipped.

How to Cancel:
To request an order cancellation, please contact our support team immediately at help.vivaz@gmail.com or 9879861799, with your Order Number clearly stated.

Late Cancellation:
If a cancellation is requested after the item has been shipped, it will be treated as a return (see Section 3 below), and you will be responsible for the return shipping costs.

3. Returns and Refunds

Our policy lasts 7 days from the date you receive your item. If this period has passed, we unfortunately cannot offer you a refund or exchange.

a. Eligibility for Return

To be eligible for a return, your item must meet the following criteria:

  • Condition: The item must be unused and in the same condition that you received it.

  • Packaging: It must be in the original packaging with all tags, labels, and hygiene seals intact.

  • Proof of Purchase: A receipt or proof of purchase (your order number) is required.

Non-Returnable Items:
Several types of goods are exempt from being returned due to hygiene or regulatory concerns. These typically include:

  • Opened or used perfumes, attars, and car fresheners

  • Products with broken seals or missing original packaging

  • Gift cards or promotional items

  • Items marked as “Final Sale” or “Non-Returnable”

b. How to Initiate a Return

Contact Us:
Email us at help.vivaz@gmail.com within 7 days of receiving your order, stating your Order Number and the reason for the return.

Authorization:
We will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and the return address.

Shipping:
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service for all returns.

c. Refunds (If Applicable)

Inspection:
Once your return is received and inspected, we will notify you via email that we have received your returned item. We will also inform you of the approval or rejection of your refund.

Processing:
If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 7–10 business days.

Late or Missing Refunds:
If you have not received your refund yet, please:

  1. Check your bank account

  2. Contact your credit card company

  3. Contact your bank

If the issue persists, please contact us at help.vivaz@gmail.com.

d. Exchanges (If Applicable)

We only replace items if they are defective or damaged.
If you need to exchange an item for the same product, please email us at help.vivaz@gmail.com, and we will guide you through the process.

4. Contact Information

Questions about the Cancellation & Refund Policy should be sent to us at:

📧 Email: help.vivaz@gmail.com
📞 Phone: 9879861799
📍 Business Address:
The Vivaz
Surat, Gujarat –  India