Refund policy
At Vivuyo, customer satisfaction is our priority. We are committed to providing reliable baby and family products with a clear and transparent return experience.
If you are not completely satisfied with your purchase, please review the return and refund conditions below.
Return Period
Vivuyo accepts return requests within 30 days after the delivery date.
To be eligible for a return, products must meet the applicable return conditions described in this policy.
Proof of purchase, such as an order number or purchase confirmation, is required for all return requests.
Return Conditions
Vivuyo accepts returns for both defective products and non-defective products according to the following conditions.
1. Defective or Damaged Products
If your product has a manufacturing defect, quality issue, or arrives damaged, you may request a return, replacement, or refund within 30 days after delivery.
Products with verified defects may qualify for return even if the product has been lightly used for inspection or testing.
Examples include:
- Product malfunction
- Manufacturing defects
- Missing parts
- Damage caused before delivery
To request assistance, please provide:
- Order number
- Description of the issue
- Photos or videos showing the problem
After reviewing the information, Vivuyo will provide an appropriate solution.
Possible solutions may include:
- Replacement
- Refund
- Other suitable assistance
2. Non-Defective Product Returns
If you change your mind, select the wrong product, or the item does not meet your expectations, you may request a return within 30 days after delivery.
Returned products must be:
- Unused or lightly inspected
- Clean and hygienic
- Free from stains, odors, or damage
- Returned with original packaging and accessories when available
Customers are responsible for return shipping costs for non-defective returns.
3. Lightly Used Products
Vivuyo understands that customers may need to open or briefly inspect a product before deciding whether it meets their needs.
Products that have been lightly used may still be considered for return if:
- The product was only opened or briefly tested
- There are no visible signs of use
- The product remains clean and hygienic
- The product can be safely inspected and processed
Return approval for lightly used products will depend on the actual condition of the item.
4. Baby Product Hygiene Restrictions
For health and safety reasons, certain baby products that come into direct contact with food, liquids, or a baby's mouth may have additional return restrictions after use.
These products include:
- Used baby bottles
- Used bottle nipples
- Used cups
- Used feeding spoons and forks
- Used silicone feeding products
Unused products or products with verified quality issues may still qualify for return according to this policy.
Items Not Eligible for Return
Returns may not be accepted for:
- Products with significant signs of use
- Products with stains, odors, or hygiene concerns
- Products damaged by improper use
- Products missing important accessories
- Products without required original packaging
- Used hygiene-sensitive baby products that cannot be resold
Return Process
Before sending any product back, please contact Vivuyo customer support.
Email:
Please include:
- Order number
- Customer name
- Reason for return
- Photos or videos if applicable
Please do not send products back before receiving return instructions.
Unauthorized returns may not be accepted.
Return Shipping
Customer Responsibility
Customers are responsible for return shipping costs when:
- The product is no longer wanted
- The customer changes their mind
- The wrong product, color, or style was selected
Vivuyo Responsibility
Vivuyo will cover return-related costs when:
- The wrong product was shipped
- The product arrived damaged
- The product has a confirmed manufacturing defect
Refund Process
Once the returned product is received and inspected, Vivuyo will notify you of the refund decision.
Approved refunds will be processed within:
5–10 business days
Refunds will be issued to the original payment method used for the purchase.
Please note that banks or payment providers may require additional processing time before the refund appears in your account.
Replacement Policy
Vivuyo may provide a replacement for eligible situations, including:
- Defective products
- Incorrect items received
- Products damaged during shipping
Replacement options will be reviewed based on each individual case.
Order Cancellation
Orders may be cancelled before shipment.
Once an order has been shipped, cancellation requests cannot be accepted.
Customers may request a return after receiving the order according to this policy.
Exchanges
Vivuyo currently does not offer direct exchanges.
If you need a different color, size, or product, please return the original item according to this policy and place a new order.
Return Address
Return instructions and the return address will be provided after your return request has been approved.
Please do not send returns directly to the warehouse without confirmation.
Contact Information
Vivuyo Customer Support
Email:info@vivuyo.shop
Business Hours:Monday – Friday 8:30 AM – 4:00 PM Eastern Time (ET)
Manufacturing & Fulfillment Information
Manufacturing Location:
Dongguan City
Guangdong Province
China
Fulfillment Location:
74 E Glenwood Ave
Smyrna, DE 19977
United States