Returns & complaints

Returns and complaints

You have 14 days to return goods with no reason needed. We handle complaints quickly, transparently, and always to your satisfaction.

14 days to return no reason needed
24-month warranty right to file a complaint
Resolved within 14-30 days fast and transparent

14 days to return

No reason needed

If the goods don't suit you, you are entitled by law to return them within 14 days of receipt. Full refund to your account within 14 days of us receiving the returned package.

Goods must be undamaged and in original packaging
Hygienically sealed packaging must remain intact
Return shipping costs are paid by the buyer

Complaints

Product defects within 24 months

If you discover a defect in the goods (appearance, packaging, scent, mismatch with the COA), you have the right to file a complaint within 24 months.

Fill out the complaint form and describe the defect
We assess it within 30 days (statutory deadline)
If the complaint is approved - replacement, discount, or refund

Process

How to return or file a complaint

1
Contact us

Write to reklamace@vivadzen.com or fill out the form in your account.
2
Send the goods

Along with the order number, to the store address: Prague 2 - Karlovo nám. 5.
3
Resolved within 14-30 days

For returns (14 days) - refund within 14 days. For complaints (defects) - response within 30 days.