Refund policy

Last updated: October 15, 2026

VivéLume is a curated store. Many of our products are made and shipped directly by independent makers and partners, and most are food, drinks, supplements or personal care items that can't be resold once they leave the warehouse. For these reasons our return policy is strict. Please read it before you order.

1. Final sale items

The following items are final sale and can't be returned or exchanged unless they arrive damaged, defective or incorrect (see section 2):

Food and drinks, including coffee, mushroom blends and tea
Supplements, protein and other nutrition products
Skincare, beauty and personal care products
Digital downloads
Gift cards, and any item marked final sale or clearance

Opened, used or unsealed items can't be returned.

2. Damaged, defective or wrong items

If your order arrives damaged, defective or incorrect, email us at support@vivelume.shop within 48 hours of delivery with:

your order number
clear photos of the product, the outer box and the shipping label

Please keep the product and all packaging for 30 days in case we or our partner need to inspect it. Once the claim is verified, we'll send a replacement or refund the affected item. Claims made after 48 hours, or without photos, may be declined. Minor cosmetic damage to outer packaging that doesn't affect the product may not qualify.

3. Returns of eligible items

Unused tools and accessories (for example, facial tools) can be returned within 30 days of delivery if all of the following apply:

the item is unused, unopened and in its original sealed packaging
you have proof of purchase
you contacted us first and received return approval

Items sent back without our approval won't be accepted. Returns often go to our partner's address, which we'll give you with the approval. You pay for return shipping, and original shipping charges aren't refundable. If our partner charges a restocking fee, up to 15% may be deducted from your refund. We'll issue the refund after the item has been received and inspected.

4. Lost, delayed or missing parcels

We can't offer refunds for carrier delays.
If your tracking hasn't updated for 10 business days, or the carrier confirms your parcel is lost, contact us. We'll open a claim and send a replacement or a refund once the loss is confirmed.
If tracking shows delivered but you can't find your parcel, please check with neighbours, your building and the carrier first, then contact us within 7 days. We'll help with a carrier claim, but we're not responsible for parcels confirmed delivered to the address given at checkout.
Please double-check your shipping address. We're not responsible for orders sent to an incorrect address entered at checkout. Reshipping costs are paid by the customer.

5. Cancellations

Orders are processed quickly, often directly by our partners. We can cancel an order only if it hasn't been processed or shipped, and you must contact us within 12 hours of ordering. Digital orders can't be cancelled once the download link has been sent.

6. Digital products

Digital downloads are final sale. If a file doesn't open or the link doesn't work, contact us and we'll fix it or send a new link.

7. Refunds

Approved refunds go to your original payment method within 10 business days of approval. Your bank may take a few extra days to post it. Shipping charges are refunded only if the problem was our mistake or our partner's.

8. Exchanges

We don't offer direct exchanges. If an item is eligible for return, return it under section 3 and place a new order.

9. Orders shipped in more than one box

Because our products ship from different partners, one order can arrive in several packages, on different days. Each package has its own tracking. Please wait for all tracking numbers before reporting a missing item.

10. Your legal rights

Nothing in this policy limits any rights you have under applicable consumer protection law.

11. Changes to this policy

Our return terms depend partly on the policies of our suppliers and partners, so this policy may change at any time without notice. The version posted on this page when you placed your order applies to that order.