vivahaul Store Return & Refund Policy

Return Window

vivahaul Store welcomes returns made within 30 days of the delivery date. To qualify, every item must be unused, unopened, and in its original resalable condition, with all original product tags (where applicable) still attached and the original packaging completely intact. If an item arrives damaged, defective, or materially different from its description, it remains eligible for return without regard to the return window.

Items that cannot be returned:

• Final sale items (clearly labeled as final sale at the time of checkout)
• Personal care, hygiene, and intimate apparel items that have been opened or partially used
• Intimate apparel, swimwear, and undergarments
• Digital download codes, e-gift cards, and physical gift cards
• Items damaged through customer misuse, improper storage, or failure to follow the product handling instructions
• Items sent back after the 30-day return window without prior written authorization from vivahaul Store support

How to Initiate a Return

1. Send an email to our support team at service@vivahaul.shop including your complete order number, the specific item(s) you want to return, and a short explanation of the reason. If the return concerns damage or a defect, please attach clear photographs of the affected items and their packaging to your initial request.
2. Our team will review your request and provide a valid Return Merchandise Authorization (RMA) number within one business day, together with return shipping instructions where applicable.
3. Carefully pack the item(s) you are returning so they are protected during transit, and write the assigned RMA number clearly and legibly on the outside of the shipping package. Never write directly on the original product packaging.
4. Send the package to the return address stated in your RMA confirmation email, using a shipping method that provides tracking.

Returns that arrive without a valid, active RMA number may be refused upon receipt or may face substantial processing delays. vivahaul Store cannot be held responsible for return packages that are lost or stolen when sent without a valid RMA.

Refund Processing

Once vivahaul Store receives and inspects the returned item, approved refunds are issued to your original payment method within 3–5 business days. When a damage or defect claim has been approved (with valid photo proof submitted upfront), the refund is issued within 1–2 business days of claim approval. Please allow an additional 5–10 business days for the refunded amount to appear on your bank or card statement, since processing times vary by financial institution. Original shipping charges are not refundable unless the return results from an error on our part (for example, we sent an incorrect or damaged item). All refunds are issued directly by vivahaul Store to the original payment method used at checkout; store credit is provided only when the customer explicitly requests it at the time of return.

Damaged or Incorrect Items

If your order arrives damaged, includes incorrect items, or does not match its description, please contact us within 7 days of delivery with clear photos of the issue, your order number, and details of the problem. We will arrange a replacement of the correct item or issue a full refund at no additional cost to you, and we will cover all return shipping fees associated with sending back the affected item.

Return Shipping Costs

Customers bear the cost of standard return shipping, except when the item is defective, was damaged in transit, or the issue stems from an error made by vivahaul Store. For standard returns, a prepaid return shipping label is available with a $7.95 deduction from your total refund amount. For any return caused by a vivahaul Store error (incorrect items, shipping damage, or items defective on arrival), we cover 100% of the return shipping costs, with no deductions from your refund.