Refund policy

This English translation is provided for your convenience. If there is any difference between versions, the Spanish version prevails.

30-DAY RETURN POLICY

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, you can contact us at help@vivantemadrid.com

If your return is accepted, we will send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted. Please do not send your purchase back to the manufacturer unless you are instructed to do so.

You can always contact us with any return question at help@vivantemadrid.com

DAMAGES AND ISSUES

Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, such as personalized products (for example, special orders or custom items).

Strict hygiene policy: for hygiene reasons, we cannot accept returns of piercing jewelry (such as earrings) if the item has been worn. These items are not eligible for a refund for health reasons.

EXCHANGES

The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

14-DAY WITHDRAWAL PERIOD IN THE EUROPEAN UNION

Notwithstanding the above, if the merchandise is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As stated above, your item must be in the same condition that you received it, unworn, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

REFUNDS

We will notify you once we have received and inspected your return and let you know whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that it can take some time for your bank or card issuer to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at help@vivantemadrid.com