Refund policy

We want you to be delighted every time you shop with us. Occasionally though we know that you may want to Return and refund, so we have outlined our refund policy below.

Service Guarantee

We have a 30-day statutory cooling-off period refund policy, which means you have 30 days to apply for a return and refund after purchasing the product.

Our policy is 30 days from the date of your purchase. If 30 days have gone by since your purchase, unfortunately we cannot offer you a return nor a refund.

Cancel the order

Customers can cancel the order at any time before delivery; 24 hours after the purchase is confirmed or after the shipping is confirmed, the order cannot be cancelled, refunded or changed. All orders that are older than 24 hours or have been shipped must comply with the return policy in order to be refunded.

Due to processing restrictions, no order can be changed after 24 hours.

If you need a refund, please contact us at service@viviebike.com, we will help you cancel the order and refund the process. It takes 5-8 business days for the refund to be returned to your account. However, once the order is shipped, it cannot be cancelled, changed or refunded. After receiving the package, our return policy will take effect.

Refund conditions

To qualify for a Refund, you must meet the return conditions, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds can only be made after completing the return process.

If the order has been shipped and the product is in transit, returns and refunds are not supported, and only applications for returns and refunds are supported before shipment or after arrival.

If goods are returned in perfect condition within 30 days of the goods being dispatched to you, we will be happy to offer you a refund, account credit or refund.

To start a return, you can contact us at service@viviebike.com. If your return is accepted, we will send you a return shipping destination and instructions on how and where to send the package. Items returned to us without prior request will not be accepted.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-8 days.

You can always contact us for any return question at service@viviebike.com.

In order to make the return and the refund process go smoothly, please abide by the following rules, thank you for your understanding:

• If you have not received the shipping notification, you can contact our customer service via email to cancel or modify this order. Our customer service will help you cancel or modify your order within 24 hours after you receive the email. Since this email is not an immediate response, we may find that your order has been sent when processing your email within 24 hours. In this case, we can only apologize for this, and we cannot help you cancel or modify your order. Therefore, please check the order information carefully before placing an order.
• If you have received a shipping notification, please note that we can no longer cancel or modify the order. Therefore, please wait for the package to arrive, you can keep the package or contact us for a refund. Please do not reject it, because undelivered packages will be destroyed by third-party logistics.
• If the package does not arrive in time, please contact us within 1 months after delivery , and we will reply you within 24 hours. Late requests will not be accepted.
• Before returning any items, you must first contact us and obtain our written approval. Any unreturned products will not be refunded.
• Unless our company is sure to provide large items and special orders in error, no refunds will be given. If the return or exchange affects the secondary sales, our company will charge fees and packaging fees appropriately.
• Customers only need to pay the return freight once, and the returned products do not charge consumers replenishment fees. In the case of free shipping, consumers are responsible for the return shipping costs.

Sale items

Only regular priced items may be refunded, unfortunately sale items and gift cards cannot be refunded.

Return

When we have received your notification of withdrawal, you must return or hand over the products to us within a maximum of 14 days. You are therefore on time if you return the products before the period of 14 days has expired.

The return costs of returning the products are for your account. If you cancel the order before it is shipped, it is of course free.

Shipping

To return your product, you should email us at service@viviebike.com so we can direct you to the correct shipping address for your specific product. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you choose freight collect, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Refund

We will notify you after receiving and checking your return, and let you know if the refund is approved. If approved, you will be automatically refunded via the original payment method.
You will be refunded the amount with the same payment method as you used to pay, unless you have expressly agreed to another form of refund. In any event, we do not charge any fees for such refunds.
Please note that your bank or credit card company may also take some time to process and mail the refund, and it usually takes 5 to 8 business days to return the refund to your account.
We may withhold reimbursement until we have received the products back, or when you have demonstrated that you have returned the products. This depends on which situation arises earlier.

Late or missing refunds

If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us at service@viviebike.com.