At Vivivala, we are proud to offer hassle-free returns. If for any reason you are not satisfied with your purchase, here are the details of our refund policy:
Standard Returns
If you decide to return your purchase (less than a 3% chance based on our customer satisfaction rates):
- Items must be unused, unopened, and in original packaging for hygienic reasons.
- Returns must be initiated within 60 days of the purchase date.
- To begin the process, contact us at info@vivivala.com to receive the return address.
-
Return shipping costs will be deducted from the total refund amount.
You can send the products back to our warehouse address:
16 New St, London EC2M 4TR, United Kingdom
A customer service representative will guide you through the return process, provide the refund details in advance, and address any questions you may have.
Inspection and Partial Refunds
Returned products that fail our inspection process may be eligible for a partial refund.
We are not responsible for shipping costs if the product is deemed ineligible for refund or exchange.
Extended Protection Warranty
If you purchased our Extended Protection Warranty, you may qualify for a full refund on used products.
How to activate your refund under the warranty:
- Create a video demonstrating how you’ve used the product, including:
- Filling the bottle with water.
- Pressing the button.
- Showing the electrolysis process.
- Submit the video to our customer service team to process your refund.
Damaged or Defective Items
Please inspect your order upon delivery.
- Contact us within 72 hours of receipt if:
- An item is damaged.
- You received the wrong item.
- An item is defective.
This allows us to assess and resolve the issue promptly.
Non-Refundable Items
We do not offer refunds for the following items:
- Lifetime protection plans.
- Warranties.
- Gift cards.
- Charging cables.
- Apparel (hats, clothing).
- Protective bottle cases.
- Shipping and handling fees.
Refund Process
- Refunds will be automatically credited back to your original payment method.
- Once processed, you will receive an email confirmation.
- Please note: Banks or credit card companies may take 3–5 business days to reflect the refund in your account.
- A 15% restocking and recertification fee will be charged for opened packages during the return process.
A customer service representative will notify you via email about your refund status and any applicable fees.
Contact Information:
Mahazli LTD
Company Number: 15775066
30 Stamford Street
London, England
SE1 9LQ
Email: info@vivivala.com