Returns & Refunds Policy

Last updated: 04 November 2025

Change of Mind (30-Day Window)

You may cancel and return your order within 30 days of delivery for a refund, provided items are unused, in original packaging, and in resellable condition. Some items (e.g., perishable, intimate, custom/personalised, final-sale) are non-returnable unless faulty.

Damaged or Faulty Items

Please contact us within 7 days of delivery with photos of the issue. We will replace or refund according to your preference and product availability.

Return Process

1. Email thevivanest@gmail.com with your order number and reason.
2. We’ll reply with return instructions and the return address.
3. Ship the item back using a trackable service and share the tracking number.

Costs & Refunds

• Return shipping costs are the customer’s responsibility unless the item is faulty or we made an error.
• Original shipping fees are non-refundable (except where required by law).
• Once received and inspected, approved refunds are issued to your original payment method (Stripe or PayPal) within 3–10 business days (processing times vary by bank).

Exchanges

For faster service, please place a new order and return the original following the steps above.

Contact

Email: thevivanest@gmail.com
We are a home-based sole trader; our trading address is available on request for privacy and security reasons.