Returns & Warranty
Inccorect or dammanged items
- We carefully inspect each piece before shipping and send you photos and/or videos via email for confirmation. Mistakes are rare, but if one occurs, we will correct it promptly.
- Please record an unboxing video when receiving your package and send it to us.
- If you receive a wrong item, we will either resend the correct product or issue a refund. We kindly ask you to return the incorrect item, and we will cover all return shipping and customs fees.
- If your item is damaged or broken when receiving it, please contact us within 2 hours of unboxing. Our team will assess the situation and guide you through the next steps.
General return policy
- At VIVIDAION, we aim your satisfaction with your purchase. We value your opinions of the items you received from us.
- Due to the nature of our products, except the above-mentioned incorrect or damaged item scenario, we generally do not accept returns or exchanges unless with a clear reason. Returns can only be made within the 14 days of receipt of your purchase. No returns and refunds are possible after this period.
- Please contact us within 7 days of receipt to express your wish of returns and refunds, providing the reason and proof of the quality issue of the item. Our team will respond and solve it with you together.
Non-returnable items:
The following items cannot be returned under any circumstances:
- Customized products (including but not limited to engraving, shape adjustments, nameplates, etc.)
- Intimate or personal wear items
- Original artworks by artists
- Gift cards
- VIVIDAION CLUB subscriptions
- Discounted or promotional items (including clearance, sales, and products with minor cosmetic flaws that do not affect functionality)
Return eligibility:
To request a return, the following conditions must be met:
- You must contact us within 7 days of receiving your order and receive written confirmation from us before returning the item.
- A clear reason for the return must be provided.
- Items must be in original condition, with no signs of wear or damage.
- All original packaging (including tags, boxes, and pouches) must be included.
- Items purchased as a set must be returned as a complete set. Individual pieces cannot be returned or exchanged separately.
- Returns must be shipped from the same country as the original purchase.
- The item must be shipped back within 14 days of receiving it.
- Shipping and packaging costs for returns are the buyer’s responsibility.
- The buyer is responsible for any damage during return shipping.
If the item returned does not meet the above RETURN POLICY, we will not be able to make refund or replacement of your purchase. Your original purchased item will be sent back to you as how we received it from you.
Once the return has been confirmed and approved by us, refund of the purchase will be initiated by us within 14 working days of receipt of your returned item.
Important notes:
- Shipping fees and customs duties are non-refundable. These costs will be deducted from your refund.
- For limited-edition products, by returning them, 30% of the total price will be deducted as compensation for the item being unavailable to other customers.
- All return and refund requests must be made within the 7-day return window.
- All transactions are subject to our official store policies.
- If your item does not meet our return requirements or exceeds the 7-day return period, it will not be eligible for return or exchange.
Refund methods
We support refund as store credit or back to the original payment method. Please refer to the Important Notes section above for the actual amount to be refunded.
Warranty policy
VIVIDAION is committed to providing high-quality handcrafted pieces designed to last. We stand behind the quality of our products at the time of delivery.
Beyond returns or exchanges due to delivery-related quality issues, we offer a free repair warranty within 30 days of receipt for any defects caused by materials or production failure.
For limited-edition and customized items, we offer paid repair services within two years for defects related to materials or production. In these cases, shipping and customs fees will be the customer’s responsibility.
Please note that our warranty does not cover:
- Lost items
- Normal wear and tear (including scratches, discoloration, fading of metal or stones)
- Damages caused by exposure to chemicals, water, or excessive force
- Any modifications made by third parties
Contact information for returns , refunds and warranty
Email: support@vividaion.com
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