Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@vivamaison.com.tr. Please note that returns will need to be sent to the following address: VivaMaison, Saraylar Mahallesi 358 Sokak No: 18/A, Merkezefendi, Denizli 20010, Türkiye
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@vivamaison.com.tr.
Return shipping costs
Our workshop is in Denizli, Turkey, so all returns are shipped back to us there. Return shipping costs are paid by the customer. We recommend a tracked service and keeping your receipt. If your item arrived damaged, defective or wrong, we cover the return shipping or send a replacement at no cost to you.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Our made-to-order items fall under this exception: reversible two-tone duvet covers, bedspreads and robes where you choose Color 1 and Color 2 are sewn after you order, so they cannot be returned or exchanged. This is also stated on each product page. Damaged or defective items are always replaced.
Items marked Final Sale at purchase and gift cards cannot be returned. Other sale items can be returned under this policy.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If you use this right, you bear the direct cost of returning the item.
This cooling-off right does not apply to goods made to your specifications or clearly personalized (Article 16(c) of Directive 2011/83/EU). Our reversible two-tone duvet covers, bedspreads and robes are sewn to order in the colors you choose, so they are excluded from the 14-day cancellation and return right. Damaged or defective items are always replaced.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Your refund includes the price of the returned items and the original standard shipping cost you paid. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@vivamaison.com.tr.