Thank you for shopping at ViviNail. We stand behind the quality of our products and strive to provide the best shopping experience for every customer. The following return and refund policy applies to all purchases made on our website.

1. Eligibility for Returns & Exchanges

We accept returns or exchanges for unused, unopened, and undamaged products within 14 calendar days of delivery. Used, worn, altered, or improperly stored items are not eligible for return or exchange due to hygiene reasons.

2. Defective or Damaged Items

If you receive damaged, defective, incorrect, or missing items, please contact our customer support and provide clear photos or videos within 7 days after delivery. We will offer a full refund, free replacement, or partial refund based on the actual situation.

3. Shipping Fee Responsibility Rule (Important)

We follow a clear shipping fee responsibility principle for all returns and exchanges:

  • Merchant responsible (free return shipping): If the return or exchange is caused by our side, including defective products, damaged items, wrong items shipped, or missing accessories, we will cover the return shipping cost and provide a prepaid return label.
  • Customer responsible (customer pays shipping): If you request a return or exchange for personal reasons, such as dislike, unsuitable style, inappropriate size, or changed mind, you will be responsible for all return shipping fees.

4. Refund Processing Time

Once we receive and inspect your returned items, we will process your refund within 3–7 business days. The refund will be returned to your original payment method. Please allow additional bank processing time for the funds to appear in your account.

5. Order Cancellation

Orders can be canceled free of charge within 24 hours after purchase. Once the order has been shipped, cancellation is no longer available, and you may apply for a return after receiving the package.

6. Final Sale Items

Discounted items, promotional bundle products, and clearance items are final sales and cannot be returned or exchanged unless they are defective or damaged upon arrival.

7. Customer Support

If you have any questions about returns, exchanges, or refunds, please contact our support team. We will reply and assist you within 24 hours.