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REFUND POLICY

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Last updated: April 2026

At Vividana, each piece is made-to-order with a strong focus on quality and precision. Due to the custom nature of our products, this policy outlines clear and fair conditions for refunds and returns in compliance with EU law.

1. No Returns for Change of Mind

All products are custom-made or produced on demand.

Therefore, returns or refunds are not accepted in the following cases:

  • change of mind

  • incorrect size selection

  • wrong design choice

In accordance with Directive 2011/83/EU, Article 16(c), the 14-day withdrawal right does not apply to personalized or made-to-order items.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, you must contact us within 14 days of delivery.

📧 vividana.info@gmail.com

Please include:

  • order number

  • clear photos or videos of:

    • the product

    • the packaging (before and after opening)

👉 Important:
Damage to outer packaging without affecting the artwork is not considered a defect.

3. Resolution Options

After reviewing your claim, we will offer one of the following:

  • Free replacement, or

  • Full or partial refund

We reserve the right to request the return of the item before approving a resolution.
If a return is required due to our fault, we will cover the return shipping costs.

4. Refund Processing

  • Refunds are issued to the original payment method only

  • Processing time: 5–10 business days (depending on provider such as Stripe or PayPal)

👉 Shipping costs:

  • Non-refundable unless the issue is caused by us

👉 We do not issue refunds for:

  • delivery delays caused by couriers

  • customs processing delays

  • force majeure (e.g., natural disasters, strikes, government restrictions)

5. Customer Responsibility

Customers are responsible for:

  • providing correct shipping information

  • inspecting the item upon delivery

  • handling the product carefully

Refunds will not be granted if:

  • the product is intentionally damaged

  • the product is altered or misused

  • the product is returned in a non-resellable condition

If delivery fails due to incorrect address details, all related costs remain the customer’s responsibility.

6. Contact

If you have any questions or wish to submit a claim:

📧 vividana.info@gmail.com

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