We accept order cancellations before the product has been shipped or produced. If your order is cancelled, you will receive a full refund. Orders cannot be cancelled once they have been shipped.
Returns
We accept product returns. Customers may request a return within 30 days of receiving their order.
To be eligible for a return, the item must be unused, in the same condition in which it was received, and in its original packaging. A receipt or proof of purchase is also required.
Please do not return your purchase without first contacting our customer service team.
Customers will be charged no more than once for shipping costs, including return shipping where applicable. No restocking fees will be charged for returned products.
Return Conditions & Shipping Responsibility
Before initiating a return, please contact our customer service team at service@vivimoko.com to obtain return authorization and return instructions.
Please include the reason for the return and attach clear photos of the product in your email.
Returned items must:
Be unused and in their original condition
Include all original packaging, accessories, and tags
Be returned according to the instructions provided by our customer service team
Return shipping policy:
Returns requested and shipped back within 30 days of delivery qualify for free return shipping. Customers will not be responsible for return shipping costs.
Returns requested after 30 days from the delivery date may still be accepted. However, return shipping costs must be paid by the customer.
Refunds
Once your return has been received and inspected, we will notify you by email. We will also inform you whether your refund has been approved or rejected.
If approved, the refund will be processed and applied to your original payment method within 7 working days.
Late or Missing Refunds
If you have not yet received your refund, please first check your bank account.
Then contact your credit card company, as it may take some time before the refund is officially posted. You may also need to contact your bank, as processing times can vary.
If you have completed all the steps above and still have not received your refund, please contact us at service@vivimoko.com.
Please contact our customer service team at service@vivimoko.com to obtain the correct return address before sending any item back.