Politique de remboursement
We are committed to providing a fair and transparent return and refund process. Please review the policy below before placing your order.
1. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Please include:
- The email address used at checkout or the recipient’s name
- Clear photos showing the issue
We will review the case and provide an appropriate solution, which may include a replacement or refund.
2. Change of Mind Returns
We accept return requests for change of mind within 7 days of delivery, provided that:
- The item is unused
- The item remains in original condition
- The product is suitable for resale
Return shipping costs are the responsibility of the customer unless the return is due to our error.
All returns must be sent using a trackable shipping service. We are not responsible for returns lost in transit.
Refunds will be processed after the returned item is received and inspected.
3. Delayed or Lost Shipments
International shipping may occasionally experience delays.
If tracking shows no updates for 7 days, we recommend contacting us so we can review the shipment status and check with the carrier if necessary.
If tracking shows no updates for 15 consecutive days, this is generally considered an abnormal delay.
In such cases, once the shipment is confirmed lost or severely delayed, we will provide an appropriate solution.
If stock is available, we will resend the item.
If stock is unavailable, we will contact you to arrange an alternative solution, which may include a refund.
4. Order Cancellation
Orders are processed quickly. If you need to cancel an order, please contact us as soon as possible.
If the order has already been packed or shipped, cancellation may no longer be possible.
5. Refund Processing
Approved refunds will be issued to the original payment method.
Please allow several business days for the refund to appear, depending on your payment provider.
6. Chargeback Policy
To maintain a fair and transparent process, we reserve the right to decline future orders from customers who initiate a chargeback without first contacting us to resolve the issue.
We strongly encourage customers to contact us directly so we can resolve any concerns promptly and professionally.
7. Contact Information
For all return and refund inquiries, please contact:
hello@vivistationery.com
Please include the email address used at checkout or the recipient’s name so we can locate your order efficiently.