Refund policy

1 · Returns Policy

At Vivolab, we want you to be completely satisfied with your purchase. If you are not satisfied, you are welcome to return your item in accordance with the terms below.

You have 30 days from the date you receive your item to request a return.

Return Conditions

You are, of course, welcome to inspect the item, just as you would in a physical store. However, for a return to be accepted, the item must be unused, show no signs of use, and be returned in its original packaging with all parts and any accessories included.

How to Make a Return

Contact our customer service team at contact@vivolab.se to start a return. Please include your order number and a brief explanation of why you are returning the item – and, if possible, any feedback on how we could improve our products.

Return Shipping Costs

You are responsible for the cost of return shipping unless the return is due to an error on our part, such as receiving the wrong item, a defective product or damaged goods.

Delays caused by customs processing are outside our control and are not considered a valid reason for a free return.

Refunds

Once we have received and inspected your return, we will let you know whether your refund has been approved.

If approved, the refund will be issued to your original payment method within approximately 7 business days. The exact processing time may vary depending on your bank or payment provider.

Returns After 30 Days

Unfortunately, we are unable to accept returns sent after the 30-day return period has expired.

Damage, Faults and Claims

Faults that become apparent after 30 days are handled under our warranty. Please see the warranty section below.
Wrong item or size: contact us within 48 hours at contact@vivolab.se and we will send the correct item at no additional cost.
Damaged or defective item: contact us within 5 days and provide a photo and, where possible, a video showing the issue. If your claim is approved, we will send a replacement free of charge.
Faults discovered more than 30 days after purchase are handled under the warranty below.

Exchanges

If you would like to exchange an item for another variant or colour, please contact us at contact@vivolab.se.

Once we have received and approved your return, you can place a new order. An exchange shipping fee will apply.

When We May Refuse a Return

Vivolab reserves the right to refuse returns that do not meet the conditions above or that are sent after the applicable return period.

Returns sent to an address other than the one provided by us during the return process will not be accepted.

Changing or Cancelling an Order

We prepare orders for dispatch quickly, sometimes within just a few hours. This means we cannot always make changes to an order once it has been placed.

If you need to change or cancel an order, please contact us within approximately 2–3 hours of placing your order. We will do our best to assist you if the order has not already left the warehouse.

Please make sure all details are correct before completing your purchase.

Uncollected Parcels

If a parcel is not collected, it will automatically be returned to us by the carrier. In these cases, a fee will be charged to cover our handling costs.

If you wish to exercise your right to return your purchase, it is important that you first collect the parcel and then contact us so that we can process the return correctly.

Warranty

In addition to your statutory rights as a consumer, we provide a 12-month warranty on all products.

Warranty period: 12 months from the date of delivery.
Who the warranty applies to: The original purchaser. A receipt, order number or order confirmation is required as proof of purchase. The warranty is non-transferable and applies only to products purchased directly from Vivolab.

What Is Covered

Manufacturing defects
Material defects
Functional faults that occur during normal, intended use of the product

What Is Not Covered

Normal wear and tear, including cosmetic marks and scratches
Damage caused by misuse, lack of reasonable care or use of the product in a way for which it was not intended
Commercial use, such as rental or use within a business, where the product is intended for personal use
Damage caused by accidents or dropping the product
Unauthorised modifications or repairs to the product

How We Resolve an Approved Warranty Claim

If a warranty claim is approved, we will resolve the issue in the way we consider most appropriate:

A replacement part for the affected part of the product
A completely new product if a replacement part is not sufficient to resolve the issue
A refund of the purchase price if neither of the above solutions is possible

Replacement parts and replacement products are sent free of charge, including shipping. You do not need to return the defective product unless we specifically ask you to do so.

If a replacement product develops a new fault covered by the warranty, please contact us again and we will resolve the issue. In some cases, we may offer a refund instead of providing another replacement.

How to Make a Claim

Email contact@vivolab.se with:

Your order number
A description of the fault and when it occurred
Clear photos showing the fault and, if the issue is difficult to demonstrate in a still image – for example, if it relates to movement or functionality – preferably a short video showing the problem

A video can help us confirm the issue more quickly and provide the correct solution straight away, particularly where a photo does not show the full problem.

Please contact us as soon as you discover a fault. We aim to respond within one business day and confirm a solution within three business days.

Your Consumer Rights

This warranty is provided in addition to your statutory rights as a consumer. It does not limit or replace any rights you have under applicable consumer protection law.

Contact

If you have any questions about our Returns Policy, please contact us at contact@vivolab.se.