USDVivosun Return Policy
At Vivosun, we strive to ensure our customers are completely satisfied with their purchase. If for any reason you need to return an item, please review our return policy below:
Quality Issues
Before installing or assembling any products, please do the following when it arrives:
- Check the box for damage.
- Make sure the product name and model number match your order confirmation.
Rejecting Wrong or Damaged Items:
If you receive the wrong item, or it arrives damaged, do not accept delivery. Tell your delivery representative(s) and contact us so we can arrange for a replacement.
If you encounter any quality issues with your product, please contact our customer service team for assistance. We are here to help resolve any problems promptly and efficiently.
Vivosun 30-Day Return Policy
At Vivosun, you have 30 days from the date of purchase to return your item. All returns of Vivosun products must be approved in advance by Vivosun's customer support team at official@vivosun.com.
Returns are categorized as follows:
| Category | Restocking Fee | Return Label | Return Deadline |
|---|---|---|---|
| Unopened and Unused in Original Packaging | Free | Free return shipping label provided | Within 30 days of the date of receipt |
| Opened but Unused in Original Packaging | 10% of the item price | Prepaid Label* OR Self-Shipment** | Within 30 days of the date of receipt |
| Opened and Used in Original Packaging | 30% of the item price | Prepaid Label* OR Self-Shipment** | Within 30 days of the date of receipt |
*Prepaid Label: Vivosun can provide a prepaid shipping label and deduct the shipping cost from the refund.
**Self-Shipment: The customer should handle the return shipping themselves.
Please take note of the following:
- Returns or replacements must be initiated within 30 days of receiving the product. To expedite the refund review process, please keep the return package intact and provide pictures.
- Any returns that do not adhere to our warranty policy will be subjected to return shipping fees and a restocking fee (excluding unopened and unused products in their original packaging). Please contact us before returning any products, as unauthorized returns may not be eligible for a refund.
- If your order included free gifts, please ensure that they are returned together with the main product, otherwise, we will not be able to provide a full refund.
- If your return product is returned in a damaged condition, with missing parts, or shows other signs of damage, Vivosun reserves the right to refuse a refund or to charge additional restocking fees.
- Unfortunately, we cannot refund outbound shipping charges including:
- The standard shipping fee for orders under $99 in the United States, CA$99 in Canada, $99 AUD in Australia, and €99 EUR in Germany.
- Upgraded shipping charges (for expedited, express, etc. shipping).
For all returns, please ensure that the items are securely packed to avoid any damage during transit. We recommend using the original packaging whenever possible.
Refund Options:
What are my refund options?
All refunds will be credited to your original form of payment, whether that is your PayPal account or your bank account. Refunds are for the complete price of the unit, minus return shipping costs (if applicable), as per our "Return Policy".
Do we offer price match?
We do not offer price match, especially during major holiday sales events, including Black Friday, Cyber Monday, Mid-annual Sale etc.
We also do not offer price match against Amazon or any other platforms.
When will I receive my refund?
For credit card refunds, we'll begin issuing your refund once we've received notification that you have returned your item(s). Most banks will process the refund within 3-5 business days.
If you have any questions or need further assistance, please contact our customer service team.
Thank you for choosing Vivosun!