Refund policy

Money-Back Guarantee

We stand behind our products and believe you will absolutely love using them and want you to feel good about choosing Vivéa.

If you’ve tried our product for the first time and it’s not right for you, simply reach out within 30 days of delivery. We’ll guide you through the refund process — no hard feelings. To arrange this, please email us at info@viveaskincare.co.nz with your order number and a brief note about your experience.

Terms: To keep things fair and accurate, our guarantee applies when:

• You’ve completed a patch test before full use (apply a small amount to a test area and wait 24 hours).
• You haven’t switched directly from steroid creams or other medical treatments, as the skin often needs time to adjust and withdrawal reactions aren’t related to product performance.
• You’ve checked the ingredient list for any known personal allergens or sensitivities — if you already know your skin doesn’t like something, we can’t take responsibility for a reaction.
• You've tried the product for at least 7 days.

Please note you will be refunded purchase price minus shipping fee (if there was one). Please note it is your responsibility to arrange shipping of the product back to us.

Change of Mind

If your order is unopened and in its original condition, we’re happy to replace it within 14 days of delivery. Please contact us first on info@viveaskincare.co.nz before sending anything back so we can provide return instructions. Please note it is your responsibility to arrange the shipping of the product to us. 

Damaged or Faulty Items

If your order arrives damaged, defective, or incorrect, please let us know within 7 days of receiving it. We’ll make it right. Please include your order number and a clear photo of the issue when you contact us.

Refunds

Once your return has been received and inspected, we’ll email you to confirm approval and process your refund. Refunds are issued to your original payment method within 5–10 business days, depending on your bank.