Return and Refund Policy
Return and Refund Overview
- Return Period: 90 days from the confirmed delivery date
- Restocking Fees: No restocking fees
- Refund Processing Time: Up to 7 business days after approval (financial institutions may require additional time)
- Return Shipping Costs: Customer responsibility unless the item is damaged or incorrect
- Exchanges: Available within 90 days, subject to return conditions
- 90-Day Money-Back Policy: Eligible items may be returned within 90 days for a refund to the original payment method after inspection and approval
90-Day Return Policy
Vivo Chicago provides a 90-day return period beginning from the confirmed delivery date. The return window is calculated from the day the carrier marks the shipment as delivered.
Return requests must be submitted within this 90-day period. Requests received after the return window has expired cannot be processed.
Once the returned item is received and inspected, an approved refund is issued to the original payment method.
How to Request a Return
Before returning any item, please contact our support team to initiate the return request.
Email: support@vivochicago.com
Please include the following information to help us process your request:
- Your full name
- Your order number
- The item or items you want to return
- A short explanation of the reason for the return
The return reason helps our team identify the request quickly. Valid return requests are not declined based on the reason provided.
Return Conditions
- Items must be unused and unwashed
- Items must be returned in original condition with all tags, packaging, and accessories
- Returns showing wear, odor, damage, or missing components may be declined
- Damage caused by insufficient return packaging may result in a rejected refund
Return Shipping
Return shipping costs are the responsibility of the customer unless the item was received damaged or incorrect.
Prepaid return labels are not provided for standard returns.
If a return package is lost by the carrier, a refund cannot be issued. Please keep your return tracking number until the return process is completed.
Refund Processing
Once the returned item is received and inspected, you will receive an email confirming whether the refund has been approved.
If approved, the refund will be issued to the original payment method used at checkout.
Refund processing may take up to 7 business days after approval. Banks or payment providers may require additional time before the funds appear in your account.
Refunds apply to the product price only.
For the full terms governing purchases, please review our Terms of Service.
Exchanges
If you prefer an exchange for another size or model, please contact us within the 90-day return window.
Email: support@vivochicago.com
- Items must be unused and unwashed
- Items must be returned in original condition with all tags, packaging, and accessories
- Returns showing wear, odor, damage, or missing components may be declined
- Damage caused by insufficient return packaging may result in a rejected refund
Order Cancellation
If you need to cancel an order, please contact us as soon as possible.
Email: support@vivochicago.com
If the order has not yet been processed, it may be cancelled. Once processing has started, cancellation cannot be guaranteed.
After delivery, you can still submit a return request if the item is no longer wanted.
Damaged or Incorrect Items
If an item arrives damaged or incorrect, please contact us with the following information:
- Your order number
- Clear photos showing the issue
- Photos of the packaging if available
Email: support@vivochicago.com
After reviewing the case, an appropriate solution may be offered, which can include:
- Sending a replacement item
- Reshipping the correct item
- Providing another suitable resolution
Our Approach
Vivo Chicago aims to keep the return and exchange process clear and manageable. Items returned in proper condition allow requests to be reviewed and processed efficiently. Our team is available to assist with any return or exchange request.