Every Vivia piece is handcrafted in small batches, and many are one of a kind. This page explains when an order can be cancelled, how we handle damaged or incorrect items, and the narrow situations in which we issue a refund.
Please read it before ordering — placing an order means you accept these terms.
In short
- We do not accept change-of-mind returns. Because pieces are handcrafted and often unique, we cannot resell a returned item as new.
- We do replace damaged or incorrect items, at our cost, when the claim is supported by an unboxing video (see below).
- We do refund where you have been charged for something you did not receive — a duplicate payment, an order we cannot fulfil, or a damaged piece we cannot replace.
Cancellations
Orders are confirmed as soon as payment is received and go into preparation straight away, so they cannot be cancelled once placed.
We may cancel an order ourselves — for example if a piece turns out to be unavailable, or we cannot deliver to your address. If we do, you are refunded in full, always.
If something is wrong with your order, raise a claim under the section below.
Damaged or incorrect items
If your piece arrives damaged, faulty, or is not what you ordered, we will replace it and cover the shipping both ways.
Please record an unboxing video. Film a single continuous clip from the moment you start opening the sealed parcel, showing the outer packaging, the seal, and the piece as it comes out. This is the clearest evidence of damage in transit, and it lets us settle a claim with you and the courier quickly instead of going back and forth.
To raise a claim:
- Email info@onlinevivia.com within 48 hours of delivery.
- Include your order reference, the unboxing video, and photographs of the item and packaging.
- Keep the item and all packaging until the claim is settled — the courier may need to inspect it.
We will confirm the outcome within 3 working days of receiving everything. If we approve the claim, we arrange and pay for collection of the original piece and send the replacement at no cost to you.
If you are unable to provide a video, still get in touch. We will review what you can share, though claims without one are harder for us and the courier to verify and may take longer to resolve.
When we refund instead of replacing
A refund is issued, rather than a replacement, when:
- We cancelled the order.
- You were charged more than once for the same order, or charged for an order that was never confirmed.
- Your item was damaged or incorrect and we cannot send a replacement — most often because the piece was one of a kind.
- We are unable to deliver to your address.
Outside these situations we do not offer refunds.
How refunds are processed
Refunds go back to the original payment method — the same card, UPI ID, or account used at checkout. We cannot redirect a refund elsewhere.
Once we initiate a refund, our payment provider typically takes 5–7 working days to credit it, depending on your bank. We will tell you the date we initiated it; any delay after that sits with your bank rather than with us.
Refunds cover the full amount you paid for the affected item, including any shipping you were charged on it.
Still need help?
Email info@onlinevivia.com with your order reference and we will look into it. You can also reach us through the channels on our contact page.