Returns & Refunds

Shopping with Vivonu should be simple and worry-free.

If something isn't right with your order, our Customer Support team is here to help. This page explains how to request a return, refund, replacement or other applicable remedy.

For complete legal conditions, please also review our full Returns & Refund Policy.

Can I Return an Item?

Yes. Eligible products may be returned in accordance with our Returns & Refund Policy and applicable South African consumer law.

For products that do not qualify for a longer statutory return or cooling-off right, Vivonu may voluntarily accept an eligible change-of-mind return request within 2 days of delivery.

To qualify under our voluntary change-of-mind return process, the item should generally be:

Unused
Undamaged
In its original condition
In its original packaging where reasonably possible
Complete with all accessories, manuals, labels and included components
Accompanied by valid order or proof-of-purchase information

Please contact us before sending any product back.

Changed Your Mind?

For eligible products, a voluntary change-of-mind return may be requested within 2 days of delivery.

Return shipping costs for an approved voluntary change-of-mind return may be the customer's responsibility.

Certain products may not qualify for voluntary change-of-mind returns because of their nature, including some:

Opened supplements and wellness products
Personal-care and hygiene products that have been opened or used
Opened cosmetics and beauty products
Certain baby-care or hygiene products
Perishable products
Personalised or custom-made products
Certain digital products where applicable
Products that cannot reasonably be resold for health or hygiene reasons

These exclusions do not remove statutory rights that may apply to defective, unsafe, damaged, misdescribed or incorrectly supplied products.

Online Purchase Cooling-Off Rights

Certain qualifying online transactions may carry additional cancellation or cooling-off rights under South African law.

Where such a statutory right applies, it operates separately from Vivonu's voluntary 2-day change-of-mind policy.

Any mandatory statutory right available to you will take priority where it provides greater protection.

What If My Product Is Defective?

If your product is defective, unsafe, of poor quality or does not work as reasonably expected, please contact us.

Depending on the circumstances and applicable consumer law, an appropriate remedy may include:

Repair
Replacement
Refund

Where applicable law gives you the right to choose a particular remedy, Vivonu will respect that right.

Statutory protections for defective products are separate from Vivonu's voluntary change-of-mind return period.

Please keep the product, packaging and accessories while your request is being assessed.

My Order Arrived Damaged

If your parcel or product arrives damaged, please contact us as soon as reasonably possible.

Where available, please send:

Your order number
Clear photographs of the outer packaging
A photograph of the shipping label
Photographs of the damaged product
Photographs of damaged or missing components
Video footage where useful

Please keep the original packaging until we have reviewed the matter.

We will investigate and provide an appropriate remedy.

I Received the Wrong Product

If we sent you an incorrect product, size, colour, variant or quantity, contact us as soon as possible.

Please provide:

Your full name
Order number
Product ordered
Product received
Photographs of the item received where reasonably available

Once confirmed, we will provide appropriate return, replacement or refund instructions.

Something Is Missing From My Order

Some Vivonu orders may arrive in multiple shipments, so please first check whether you received more than one tracking number.

If an item is genuinely missing, contact Customer Support and include:

Your order number
Product name
Details of what is missing
Photographs of the parcel and contents where useful

We will investigate the order and assist you.

How Do I Request a Return?

Please contact Vivonu Customer Support before sending anything back.

Email

support@vivonu.co.za

Telephone

+27 79 794 8079

For email requests, you may use the subject:

Return Request — Order #[Your Order Number]

Please include:

Your full name
Order number
Product name
Reason for the return
Description of any problem
Photos or videos where relevant
Your preferred resolution where applicable

Please Don't Return Products Without Instructions

Do not send a product back before receiving return instructions from Vivonu.

Once we receive your request, we may provide information about:

Where the product should be returned
Whether courier collection will be arranged
Packaging requirements
Return-shipping arrangements
Any additional information required to assess the return

Sending an item to an incorrect address may delay your return.

Who Pays for Return Shipping?

This depends on the reason for the return.

Vivonu Responsibility

Where required by applicable law, appropriate return arrangements may be made for matters such as:

Defective products
Unsafe products
Products damaged before or during delivery
Incorrectly supplied products
Fulfilment errors
Other circumstances for which Vivonu is legally responsible

Customer Responsibility

For approved voluntary change-of-mind returns, return shipping costs may be the customer's responsibility.

Where a statutory cooling-off right applies, return costs will be handled according to applicable law.

How Are Refunds Processed?

Once an eligible returned product has been received and assessed where reasonably necessary, we will notify you of the outcome.

If a refund is approved or legally required, it will generally be issued to the original payment method, unless another method is required or agreed.

After Vivonu processes the refund, your bank or payment provider may require additional time before the funds appear in your account.

External banking and payment-provider processing times are outside Vivonu's direct control.

Do You Offer Exchanges?

Vivonu does not generally offer change-of-mind exchanges.

Where a product is defective, damaged, incorrectly supplied or otherwise qualifies for a remedy under applicable law, a replacement may be offered or selected where appropriate.

Where applicable law gives you the right to choose between repair, replacement or refund, Vivonu will respect that statutory right.

If an approved replacement product is unavailable, another appropriate remedy will be provided in accordance with applicable law.

Can Sale or Discounted Products Be Returned?

Purchasing an item during a promotion or sale does not automatically remove your consumer rights.

Eligible promotional products may still qualify for return according to:

The reason for the return
The condition of the product
Applicable promotional terms
Our Returns & Refund Policy
Applicable consumer law

A discounted product that is genuinely defective, unsafe, damaged or incorrectly supplied will be handled in accordance with applicable consumer rights.

What About Wellness & Personal-Care Products?

For health, hygiene and safety reasons, certain opened or used products may not qualify for voluntary change-of-mind returns.

These may include some:

Supplements
Wellness products
Personal-care products
Beauty products
Hygiene products

However, this does not automatically remove rights relating to a product that is genuinely:

Defective
Unsafe
Damaged
Incorrectly supplied
Misdescribed
Otherwise protected under applicable consumer law

How Long Will My Refund Take?

Vivonu will process approved refunds as promptly as reasonably possible and within any period required by applicable law.

Once processed by Vivonu, the time it takes to appear in your account may depend on your:

Bank
Card issuer
Payment method
Payment provider

You will normally receive confirmation once the refund has been processed.

Need Help With a Return or Refund?

Our Customer Support team can assist with:

Returns
Refunds
Defective products
Damaged orders
Incorrect items
Missing products
Replacements
General order enquiries

Vivonu Customer Support

Telephone: +27 79 794 8079
Email: support@vivonu.co.za
Website: vivonu.co.za

For faster assistance, please include your order number whenever contacting us about an existing purchase.

Your Consumer Rights

Nothing on this page is intended to exclude, restrict, waive or replace any mandatory rights available under applicable South African consumer-protection legislation.

Where applicable law gives you greater protection than Vivonu's voluntary returns process, the applicable law will prevail.

For complete conditions and legal information, please review our full Returns & Refund Policy.