Return & Refund Policy

Return Rules Summary

• 30-day Return Window: Initiate your return within 30 days from delivery.
• 15-day Free return window (for non-defective): Return within 15 days
• Restocking Fee: 20% restocking fee on all returned items.
• There are no return and restocking fees for defective or wrong items.
• Exchange services are available for the same item only.
• Exchange services have no fees.

If you wish to return a product, please adhere to the following steps:

• Visit the Viva Timepiece Return Center and submit your return request with supporting evidence.
• Provide detailed photos or videos of any defective items, along with any relevant evidence to support your claim.
• In case of an unhappy product and size (no defective detection) Ensure you must submit the return request within 15 days of receiving it.
• Your refund will be processed within 7-10 days of receiving the return, and the credit will be applied to your original method of payment.

 

Domestic Returns (US, CA, AU, DE, UK)

We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer the following return policy for our customers in the United States, Canada, Australia, Germany, and the United Kingdom:

• Return Window: Returns are accepted within 30 days from the date of delivery.
• Return Shipping: We offer free return shipping for orders from these countries.
• Restocking Fee: A 20% restocking fee will be applied to all returned items.
• Final Sale Items: The following items are final sale and cannot be returned:
  • Beard Care Items (6 specific products)
• Condition of Items: Items must be returned in their original condition, unused, and with all original packaging.

International Returns

For customers outside the United States, Canada, Australia, Germany, and the United Kingdom, we offer the following return policy:

• Return Window: Returns are accepted within 30 days from the date of delivery.
• Return Shipping: We do not offer free return shipping or exchanges for international orders. Customers are responsible for return shipping costs.
• Refunds for Defective Items: If you receive a defective item, we will provide a full refund. Please contact our customer service team to arrange for the return of the defective item.
• Restocking Fee: A 20% restocking fee will be applied to all returned items, except defective items.
• Final Sale Items: The following items are final sale and cannot be returned:
  • Beard Care Items (6 specific products)
• Condition of Items: Items must be returned in their original condition, unused, and with all original packaging.

How to Initiate a Return

To initiate a return, please contact our customer service team at support@vivatimepiece.com with your order number and the reason for your return. Our team will provide you with further instructions and a return shipping label if applicable. 

Refundable reasons:

• Damaged Products: If the arrived product is damaged, We offer a full refund or replacement.
• Incorrect or Missing Products: We have a strict quality control standard. We will check every product before delivery. If any of the following circumstances exist, we offer a full refund or replacement:
• Incorrect product
• Product with the wrong color, size, etc
• Product with a missing component
• Please note that: You don’t need to return the incorrect product. We will refund or resend the right one to you.
• If you have any questions about size, please provide photos of the measurement. Make sure that you measure the item in the correct method. You can send the result to our customer service and we will deal with it as soon as possible.
• Products Out of Stock: We offer a full refund if the product is out of stock. We will notify you and make a refund or replacement.
• Products Unable to Ship: We offer a full refund if the product can not be shipped. Due to the limited transportation, some products have no proper shipping options. We will notify you in time and make the refund.
• Delayed Orders: We offer a full refund if the order is delayed. It will be counted from the date that the package leaves the warehouse.
• In normal circumstances, more than 30 days.
• During the busy season, more than 45 days, such as Black Friday, Cyber Monday, Christmas, etc.
• In unforeseen circumstances, such as epidemics, etc. the date will be different. Please pay attention to our notification email and message.
• Please note that:
• Order delay caused by delivery pending, such as an insufficient address, package unclaimed, inability to contact the customer, etc, Viva Timepiece will not refund you.
• Missing Packages: We offer a full refund if the package is missing during the delivery.
• Other Conditions: We offer a warranty for all products. The warranty period is 30 days from the day of receipt of the product. After 30 days, we don’t support refunds.

 

Non-refundable reasons:

You will not be offered a refund and/or exchange for these reasons:

• The express shipping costs for delivered orders are non-refundable.
• The order failed a delivery attempt by the local carrier for any reason.
• We do not have a duty to refund If our shipment system shows a "delivered" status but the package is stolen or lost. 
• We do not have a duty to refund If the package was "held by customs" The customer must pick up the package and contact the customs agency to resolve this issue.
• Reject the delivery attempt from your local post service because the item will be destroyed by the local carrier.
• Items sent back to us without first requesting a return will not be accepted.
• We are not responsible for any customs and taxes applied to your order.
• All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). 
• Delivery fails attempt by local post services, incorrect shipping address (Please contact your local post service directly).
• Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items
• Shipping costs are non-refundable.

 

In the event that the customer is not satisfied

When a customer purchases the wrong product, cannot wear it, or no longer wants the product. Ensure you must submit the return request within 15 days of receiving it.

• Non-defective items (unhappy, unacceptable), with a $15.00 deduction for return shipping.
• Flat Rate Return Shipping: A $15.00 flat rate return shipping fee applies.

We'll provide the return shipping label to you after receiving your request, please email us at support@vivatimepiece.com

For a successful return, your item must remain in its original condition – unworn, unused, with tags intact, and within the original packaging. Before returning the item, Please retain the receipt or proof of purchase for validation. It's important to note that returns without prior authorization will not be accepted.

Partial refunds:

There are certain situations where only partial refunds are granted: (if applicable)

• Book with obvious signs of use
• CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
• Any item not in its original condition is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery (if approved).
• Any item shipped as listed correctly but you cannot fit. Our size charts are not related to any size standard. Please refer to our size chart only before purchasing the item.
• The product is not damaged but dissatisfaction for personal reasons. 
• Partial refunds can apply to the unacceptable request, limited one time for one customer.*

* This offer is made by our team only. Clients cannot request this offer themselves without first communicating with us.

Order Changes and Cancellations (Cancellation fee)

We have updated our payment process to provide you with greater flexibility. Instead of immediate charging at checkout, we have transitioned to an 'automatic charge at fulfillment' method. With this change, your payment will be authorized at the time of checkout but will only be captured when your order is ready for shipment. This adjustment allows you more freedom to make changes to your order before it is shipped.

You have a window of up to 24 hours after your purchase to cancel your order if needed and request a full refund. Please note that order cancellations can only be accommodated if the products have not yet been shipped.

Unfortunately, we are unable to offer modifications or cancellations beyond this 24-hour timeframe due to our efficient order processing. We appreciate your understanding in this matter.

Refunds (if applicable)

• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
• If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of 7-14 days.

Late or missing refunds (if applicable)

• If you haven’t received a refund yet, first check your bank account again.
• Then contact your credit card company, it may take some time before your refund is officially posted.
• Next, contact your bank. There is often some processing time before a refund is posted.
• If you’ve done all of this and you still have not received your refund yet, please contact us at support@vivatimepiece.com.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@vivatimepiece.com and send your item to our destination warehouse which we provide in the customer support email.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Wrong or Incomplete Address

The buyer is supposed to ensure the correct details for the shipment. Our team is dedicated to providing excellent service but due to less time, we may not correct the shipping address. In the case of a wrong or incomplete address, the buyer is suggested to contact and provide the correct details. The failed delivery attempts due to the wrong shipping address are nonrefundable.

Customs, Duties, and Taxes

Viva Timepiece is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). 

The package was delivered, but you can't find it

If your tracking information shows that your package was delivered, but you can't find it:

Lost or Stolen Package

In case of a lost or stolen package, the buyer is recommended to contact the nearest United States Postal Service or respective shipping carrier. We do not have a duty to refund If our shipment system shows a "delivered" status but the package is stolen or lost. For further support, please reach us at our support. The complete delivered status but stolen or can't find the package are nonrefundable.

 

Return center

To start a return, you can contact us at the return center. If your return is accepted, we’ll send a return instruction or shipping label (if applicable). Items sent back to us without first requesting a return will not be accepted.