Returns & Refunds Policy

Last Updated: August 2026

1. Overview

At Viva Shop Limited, we want you to be completely satisfied with your purchase. If you're not entirely happy, we're here to help within our returns window.

2. Returns Window

2.1 14-Day Returns Period

You have 14 days from the date of receiving your order to request a return. This is your statutory cooling-off period under UK Consumer Contracts Regulations 2013.

Important: After 14 days have passed from delivery, we unfortunately cannot accept returns or issue refunds, except in cases of faulty or damaged goods.

3. Return Eligibility

To be eligible for a return, the product must be:

  • Unused and in its original condition
  • In its original packaging with all tags, labels, and accessories
  • Accompanied by proof of purchase (order number)

Non-returnable items:

  • Personal care products (toothbrush heads, hygiene items) — for health and safety reasons
  • Items marked as "final sale"
  • Gift cards
  • Intimate or sanitary products

4. Return Shipping Costs

4.1 Customer Pays for Return Shipping

Unless the item is faulty, incorrect, or damaged upon arrival, the return shipping cost is the customer's responsibility.

4.2 How to Return

  1. Contact us at vivashopcustomer@gmail.com with your order number
  2. Package the item securely
  3. Send to our returns address using a tracked service (we recommend using a service with tracking and insurance)

Return Address:
Viva Shop Limited
[Your Woking trading address]
Woking, Surrey
United Kingdom

5. Inspection Process

5.1 Quality Inspection

Once we receive your returned product, our team will inspect it to verify:

  • The product is in original condition
  • The product has not been used, damaged, or altered
  • All packaging, tags, and accessories are intact

5.2 Deductions for Damaged or Used Items

If the returned product is not in its original condition — for example:

  • Signs of use beyond reasonable inspection
  • Missing packaging or accessories
  • Cosmetic damage (scratches, marks, stains)
  • Odours (perfume, smoke, etc.)

We reserve the right to apply a deduction to the refund amount to cover the reduction in value.

The deduction will be based on:

  • The extent of the damage
  • The cost to restore the item to saleable condition
  • The diminished resale value

6. Refund Process

6.1 Refund Timeline

Once your returned item passes inspection:

  • Your refund will be processed within 14 days of receiving the returned goods
  • Refunds are issued to your original payment method

6.2 Refund Amount

The refund will include:

  • The full product price (minus any deduction if product is not in original condition)
  • Original shipping costs are non-refundable unless the return is due to our error

6.3 Partial Refunds

Partial refunds may be issued in cases where:

  • The product shows signs of use
  • The product is missing parts or packaging
  • The product is not in original condition

We will notify you via email before processing any deduction.

7. Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item:

  • Contact us immediately at vivashopcustomer@gmail.com
  • Provide your order number and photos of the issue
  • We will arrange a full refund or replacement at no cost to you
  • Return shipping will be covered by us

8. Exchanges

We do not offer direct exchanges. If you need a different size, colour, or product:

  1. Return your original item (following our returns process)
  2. Place a new order for the replacement item

9. Your Statutory Rights

Nothing in this returns policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015.

10. Contact Us

If you have questions about returns, refunds, or the inspection process:

  • 📧 Email: vivashopcustomer@gmail.com
  • 🕐 Response Time: Within 24 hours (Monday–Friday)
  • 🏢 Viva Shop Limited
    128 City Road, London, EC1V 2NX
    United Kingdom