Return & Exchange
Return & Refund Policy
Last Updated: August 24, 2026
At VivaHem, we want customers to have clear information about returns, refunds, replacements, and order cancellations.
Please review this policy before requesting a return or refund.
1. Return Window
You may request a return within 30 days of the confirmed delivery date.
To be eligible for a standard return, the item must generally be:
- Unused
- Undamaged
- In its original condition
- Returned with its original packaging, accessories, and labels where applicable
- Accompanied by proof of purchase or a valid VivaHem order number
Items that have been used, altered, damaged after delivery, or returned without following the applicable return instructions may not qualify for a refund, except where otherwise required by applicable law.
A return request must be submitted within the 30-day return period.
2. How to Request a Return
Before sending an item back, please contact us at:
Please include:
- Your full name
- Your order number
- The item you wish to return
- The reason for the return
- Photos or videos where the item is damaged, defective, incorrect, or otherwise affected by an order issue
Our customer service team will review your request and provide the applicable return instructions.
Please do not send a product back before receiving return instructions from us.
A return authorization does not automatically guarantee a refund. Returned items may need to be received and inspected before final refund eligibility is confirmed.
3. Return Address
Returns must be sent only to the return location provided or confirmed by our customer service team for the applicable return.
Please do not send returns to:
- The address printed on the shipping package
- A carrier address
- Our business or fulfillment address unless we have specifically confirmed that address for your return
The applicable return location will be provided in writing as part of the approved return instructions.
This is because the appropriate return destination may depend on the product, order, and fulfillment arrangement.
Important: Customers should contact us before sending any return so that the package is directed to the correct return location.
4. Return Shipping Costs
Returns for Change of Mind or Customer Preference
If you request a return because of:
- Change of mind
- Incorrect size selected by the customer
- Incorrect option selected by the customer
- Personal preference
- Another reason not caused by an error by VivaHem
you are generally responsible for the return shipping cost.
Original shipping charges are generally non-refundable in these circumstances, except where otherwise required by applicable law.
Damaged, Defective, or Incorrect Items
If you receive an item that is:
- Damaged
- Defective
- Incorrect
- Missing an item included in the order
please contact us before returning anything.
After reviewing and verifying the issue, we will provide an appropriate resolution in accordance with this policy.
Depending on the circumstances, the resolution may include:
- A replacement
- A refund
- Return instructions
- Return shipping arrangements at no additional cost to you
If the issue is confirmed to have been caused by an error by VivaHem, we will not require you to bear reasonable return shipping costs associated with resolving that issue.
5. Damaged, Defective, or Incorrect Orders
Please inspect your order after delivery.
If an item arrives damaged, defective, incorrect, or incomplete, please contact us within 30 days of delivery at:
Please provide:
- Your order number
- A description of the issue
- Clear photos or videos of the product
- Photos of the packaging where relevant
- Photos of the shipping label where relevant
Please keep the affected item and its packaging until your request has been reviewed.
Do not dispose of or return the product unless instructed to do so by our customer service team.
We will review the information and provide an appropriate resolution based on the circumstances and applicable consumer rights.
6. Return Shipping and Tracking
When you are responsible for returning an item, we recommend using a trackable shipping service.
Please retain:
- The return tracking number
- Shipping receipt
- Proof of postage
VivaHem cannot confirm receipt of a return package that has not reached the designated return location.
Responsibility for a return package while it is in transit may depend on the reason for the return, the return method provided, and applicable law.
7. Return Inspection
After an authorized return reaches the designated return location, it may be inspected to confirm:
- The returned product matches the authorized return
- The condition of the product
- Whether required accessories or components are included
- Whether the return qualifies under this policy
We will notify you by email after the return has been reviewed.
If the return is approved, the applicable refund will be processed to the original payment method.
8. Refunds
Approved refunds will be issued to the original payment method.
Once a refund is approved, we generally initiate the refund within 10 business days.
After we issue the refund, your bank, card issuer, PayPal, or other payment provider may require additional processing time before the funds appear in your account.
We do not control processing times imposed by banks or payment providers.
If more than 15 business days have passed since we confirmed that your refund was issued and you still have not received it, please contact us at:
Please include your order number so that we can review the refund status.
9. Partial Refunds
In some circumstances, a partial refund may be appropriate where permitted by applicable law, including where an item is returned with:
- Missing components
- Missing accessories
- Damage that occurred after delivery
- A condition materially different from the condition in which it was received
Any deduction will be based on the circumstances of the return and will not affect mandatory consumer rights that apply to you.
We will explain any applicable deduction when communicating the outcome of the return review.
10. Exchanges and Replacements
If an item is confirmed to be damaged, defective, incorrect, or incomplete, we may offer a replacement where appropriate and available.
To request assistance, please contact:
and include your order number and supporting photos or videos.
For exchanges requested because of personal preference, size, color, or another customer-selected option, please contact us first.
Depending on product availability and the circumstances, you may need to:
- Complete a return under this policy, and
- Place a new order for the preferred item
We do not guarantee that a replacement product or option will remain in stock.
11. Lost Shipments
If a shipment is confirmed by the carrier or our logistics provider to have been lost in transit, we will provide an appropriate resolution.
Depending on the circumstances, this may include:
- A replacement
- A refund to the original payment method
Please review our Shipping Information page for additional information regarding delayed or missing shipments.
12. Order Cancellations
If you need to cancel or modify an order, please contact us as soon as possible after placing the order.
We will make reasonable efforts to accommodate cancellation or modification requests received within 24 hours of purchase, provided the order has not already entered fulfillment or been shipped.
Cancellation or modification requests are not guaranteed.
Once an order has entered fulfillment or has been handed over to the carrier, we may no longer be able to cancel or change it.
If an order has already shipped, you may request a return after receiving it, subject to the eligibility requirements of this Return & Refund Policy.
If VivaHem cancels a paid order before goods are supplied, any applicable refund will be issued to the original payment method.
13. Incorrect Shipping Address
Customers are responsible for entering a complete and accurate shipping address when placing an order.
If you discover an address error, please contact us as soon as possible.
We will make reasonable efforts to assist before the order has entered fulfillment.
Once an order has been shipped, we cannot guarantee that the shipping address can be changed.
If a package is returned because of an incorrect, incomplete, or undeliverable address, please contact our customer service team so that we can review the available options.
14. Original Shipping Charges
Original shipping charges are generally non-refundable when a return is requested for reasons not caused by VivaHem, such as a change of mind or customer-selected incorrect option.
If the return results from a confirmed damaged, defective, incorrect, or otherwise improperly fulfilled order, we will handle applicable shipping costs as part of the resolution in accordance with this policy and applicable law.
15. Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or reduce consumer rights that cannot legally be excluded or limited under applicable law.
Where mandatory consumer protection laws provide you with additional rights, those rights will continue to apply.
16. Contact Us
For questions regarding returns, refunds, replacements, cancellations, or order issues, please contact us:
Trading Name: VivaHem
Legal Business Name: Guangzhou Guimi E-commerce Co., Ltd.
Email: contact@mail.VivaHem.com
Phone: +86 131 1471 1169
Business and Fulfillment Location:
Guangzhou Guimi E-commerce Co., Ltd.
Room 202–J17, 2nd Floor
No. 259 Huangpu Avenue Middle
Tianhe District, Guangzhou, Guangdong
China
Customer Service Hours:
Monday–Friday, 9:00 AM–5:00 PM Eastern Time
We normally respond to customer inquiries within one business day.
Please note: The business and fulfillment location above should not automatically be treated as the return address. Please contact us and obtain the applicable return instructions before sending any product back.