Refund policy

Last updated: October 3, 2026

We want you to be happy with your Vivenlo order. If something isn't right, here's exactly how returns, exchanges and refunds work.

30-day returns

You can return any unused item within 30 days of the delivery date for a refund or an exchange. To be eligible, the item must be unused, unwashed and in its original condition, ideally in its original packaging. Because our products are worn against the skin (insoles, gloves, wraps and braces), items that have been worn or show signs of use can't be accepted for hygiene reasons.

Damaged, defective or wrong items

If your order arrives damaged, defective, or isn't what you ordered, email us within 7 days of delivery with your order number and a photo. We'll send a free replacement or issue a full refund, and in most cases you won't need to send anything back. Items covered by a manufacturer defect after that window are handled case by case; just contact us.

How to start a return

• Email support@vivenlo.com with your order number (it starts with #) and tell us whether you'd like a refund or an exchange.
• We'll reply within one business day with the return address and a return authorization number. Please don't send anything back without one, as unauthorized returns can't be tracked or refunded.
• Pack the item securely, write the authorization number on the outside of the parcel, and ship it with a tracked service. Keep your tracking receipt.

Return shipping

For change-of-mind returns and size exchanges, return shipping is paid by the customer and is not refunded. For damaged, defective or wrong items, it's on us.

Exchanges and sizing

Ordered the wrong size? Start a return within 30 days and tell us the size you need; we'll ship the new size as soon as your return is on its way back (tracking shows it scanned). Not sure about sizing before you order? Each product page has a size guide, and we're happy to help you choose at support@vivenlo.com.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds go back to your original payment method within 5–10 business days. Depending on your bank, it can take a few more days to appear. If more than 15 business days have passed since your refund was approved and you still don't see it, contact us and we'll follow up.

Lost parcels

If tracking shows no movement for 20 business days after dispatch, contact us and we'll investigate with the carrier. If you chose Tracked Shipping + Protection at checkout and your parcel is lost or arrives damaged, we'll send a free replacement.

Cancellations

You can cancel for a full refund any time before your order ships. Once it has shipped, it can be returned under the 30-day policy above.

Non-returnable items

Used or worn items, gift cards, and items marked as final sale can't be returned. Items returned more than 30 days after delivery or without a return authorization may be refused.

Questions

We're here to help at support@vivenlo.com. Vivenlo is operated by CloudTMS LLC, United States.