Refund policy

Last updated: September 16, 2026

We want you to feel genuinely better with your Vivenlo purchase. If it isn't right for you, our 90-day return policy makes things simple.

90-day returns

You can return any unused item within 90 days of the delivery date for a full refund or an exchange. To be eligible, the item must be unused, unwashed, in its original condition and, where possible, in its original packaging. Because our products are worn against the skin, items that show clear signs of wear cannot be accepted for hygiene reasons; we'll always tell you if that's the case and work with you on an alternative.

How to start a return

• Email support@vivenlo.com with your order number (it starts with #) and let us know 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

If your item arrived damaged, defective or different from what you ordered, we cover the return shipping and can often resolve the issue with a photo, without you sending anything back. For change-of-mind returns, the cost of return shipping is the customer's responsibility and is not refunded.

Refunds

Once we receive and inspect your return we'll email you to confirm. Approved refunds are issued to the original payment method within 5–10 business days. Depending on your bank or card issuer it can take a few more days for the credit to appear on your statement. If more than 15 business days have passed since your refund was approved and you still don't see it, contact us at support@vivenlo.com and we'll chase it for you.

Exchanges

Need a different size? Tell us which size you'd like when you start your return. We'll ship the replacement as soon as your return is on its way back (tracking shows it scanned), so you're not left waiting.

Wrong size and fit help

Before returning for size, drop us a line. Measure around your thigh about 5 inches above the center of your kneecap: S fits 13–15 in, M 15–17 in, L 17–19 in, XL 19–21 in, XXL 21–23 in and XXXL 23–25 in. We're happy to recommend the best fit.

Damaged, defective or lost orders

Please inspect your order on arrival and contact us within 7 days if anything is damaged, defective or missing, including a photo where possible, so we can put it right quickly with a replacement or refund. If you chose Express Insured Shipping and your parcel is lost in transit, we'll send a free replacement.

Cancellations

You can cancel for a full refund at any time before your order is dispatched (usually within 1–2 business days). Once it has shipped, simply return it under the 90-day policy above.

Non-returnable items

Gift cards and items marked as final sale cannot be returned. Items returned outside the 90-day window 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.