Return & Exchange Policy

Return & Exchange Policy

At VIAVENCE COMPANY, customer satisfaction is our priority. We strive to provide the best shopping experience possible. Products may be returned or exchanged in accordance with the following terms and conditions:

First: Return Policy

1) Without prejudice to any statutory or contractual warranty rights, customers may request a return for unopened and unused products within 7 days from the date of receipt, subject to the following conditions:

  • The product must be in its original condition and free from damage.
  • The product must not have been opened, used, or benefited from in any way.
  • The product must be returned in its original packaging with all accessories included.
  • Proof of purchase or the original invoice must be provided.
  • The product must be eligible for return under this policy.

2) The store reserves the right to inspect the product before approving any return or exchange request to ensure compliance with the above conditions.

3) Once a return request is approved, the product value will be refunded to the original payment method within a period not exceeding 14 business days from the date the product is received, inspected, and the return request is approved.

4) Shipping fees paid at the time of purchase are non-refundable unless the return is due to a manufacturing defect or an error on the part of the store.

5) If an order is not received or is refused after shipment, the products will be returned to our warehouse. The customer will be refunded the value of the products only, after deducting shipping fees and any other charges incurred as a result of the return.

6) Non-Returnable Products

Due to the nature of skincare products and health and safety requirements, products cannot be returned or exchanged once they have been opened, used, or if the original seal or protective packaging has been removed.

Unopened and unused products that remain in their original condition may be considered for return or exchange in accordance with this policy.

The following products are also not eligible for return or exchange:

  • Discounted products or products purchased as part of promotional offers.
  • Customized or specially ordered products.
  • Products damaged due to misuse or improper storage.
  • Products returned without their original packaging or with missing accessories.

Second: Exchange Policy

1) Customers may request an exchange within 7 days of receiving the product, provided that it remains unused and in its original condition.

2) The customer is responsible for exchange shipping costs. For international orders, the customer is responsible for all shipping, return, and exchange costs.

3) If the customer receives an incorrect product, or if the product has a manufacturing defect or arrives damaged, the store will bear all costs related to shipping, exchange, or return.

Third: Damaged or Incorrect Products

Any damaged or incorrect products must be reported within 24 hours of receipt, accompanied by clear photographs showing the issue. The store reserves the right to inspect and verify the condition of the product before approving a return or exchange request.

Fourth: Product Images

Product images displayed on the store may differ slightly from the actual product due to lighting conditions, photography, or display settings. Such differences shall not constitute grounds for return or exchange unless the product materially differs in name, size, specifications, or ingredients from those stated on the product page.