Customer Care

At VIVIFIE, we take product quality extremely seriously. Every product is thoroughly inspected before leaving our factory. Upon initial receipt of the product, if there appears to be a defect or damage, please contact us immediately by sending your order ID, product pictures, or video to our customer service representative at services@vivifie.com. We will find the best solution for you as soon as possible.

Customer Service Time

Business days: 24 hours response

Weekends and holidays: 48 hours response

Order Cancellation

Customers have the right to cancel their order before shipping without giving any reason.

To exercise the right to cancel, customers must inform our customer service representative at services@vivifie.com of the decision to cancel the order by a clear statement.

Please note that once the package is shipped from our warehouse (i.e., we send you the tracking number), the order cannot be cancelled.

Return Policy

If your VIVIFIE products are unopened and unused, you are eligible to return them within 14 days of receipt.

The return period ends 14 days after the date you, or a third party indicated by you (other than the carrier), take physical possession of the products.

Should you wish to return the products, they must be sent back to our warehouse in the same condition as received. The right to return does not apply if the packaging is no longer in its original, complete, undamaged, and unused state. For hygiene reasons, we cannot accept returns if the plastic bag has been opened, unless the product is defective or damaged upon unpacking.

Note that a product is not considered defective simply because it does not meet your personal preference upon receipt or use. Due to the nature of our products and their usage, refunds cannot be offered under these circumstances.

Return processing time: 3-5 business days

Cost of return: Customers are responsible for the direct cost of returning items. Refunds may be withheld until the returned products are received.

Order/Product Refund

  1. If the customer cancels the order before shipment, we will issue a full refund for all payments received from the customer without undue delay.
  2. We will process a refund for the customer after receiving the returned products and completing the product inspection. Please note that we will deduct 15% of the order amount as a restocking fee.
  3. If there appears to be a defect or damage to the product upon receipt, please contact us immediately by sending pictures or videos to our customer service representative at services@vivifie.com. We will arrange for a replacement shipment or a full refund of the product.

Refund processing time: 1-3 business days