Returns & Warranty

1. Overview

The terms “We,” “Us,” and “Our” refer to VivaGlam, a premium beauty-tech skincare brand under Koozo Commerce Pvt. Ltd. The terms “You” and “Your” refer to customers who purchase from vivaglamshop.com. VivaGlam products are beauty-tech and personal-care products used on the face, neck, and skin. Due to hygiene and safety reasons, we do not accept general returns once the product has been delivered.

This policy explains our return, replacement, and warranty terms.

2. No General Returns

VivaGlam does not accept returns for delivered products except in eligible cases of damaged, wrong, missing, or defective products.

Returns will not be accepted for:

  • Change of mind
  • Product no longer needed
  • Product ordered by mistake
  • Customer expected a different size, look, or feel
  • Price difference after purchase
  • Personal preference after delivery
  • The customer did not read the product details before purchase
  • Product used, opened, or handled after delivery
  • Hygiene-related concerns after usage

Since VivaGlam products are used on the skin, face, neck, or acne-prone areas, used products cannot be returned for hygiene and personal-care safety reasons.

3. No Refund Policy

VivaGlam does not offer refunds for delivered orders.

Once an order is delivered, refund requests will not be accepted except where required by applicable law.

  • The product received damage during shipping
  • Wrong product received
  • Missing item from the package
  • Manufacturing defect
  • Device not powering on
  • Charging issue due to an internal defect
  • LED lights are not working properly due to an internal defect

If a product is found eligible due to a verified manufacturing defect, damaged product, wrong product, or missing item, VivaGlam may provide a replacement after verification.

4. Replacement Eligibility

A replacement request may be accepted only in the following cases:

  • The product received damage during shipping
  • Wrong product received
  • Missing item from the package
  • Manufacturing defect
  • Device not powering on
  • Charging issue due to an internal defect
  • LED lights are not working properly due to an internal defect

All replacement requests are subject to verification by the VivaGlam support team.

5. Reporting Timeline

For damaged, wrong, or missing product cases, the issue must be reported within 48 hours of delivery.

For manufacturing defects covered under warranty, the request can be raised within the warranty period.

Requests raised after the allowed timeline may not be accepted.

6. Mandatory Proof Required

To request a replacement, you must share:

  • Order ID
  • Registered mobile number or email ID
  • Product name
  • Unboxing video
  • Clear product issue video
  • Product photos
  • Packaging photos, if applicable
  • Invoice or order confirmation

The unboxing video must clearly show the sealed package being opened and the condition of the product inside.
Without valid proof, the claim may be rejected. Shocking, yes, but “trust me, bro” is not a verification system.

7. 6-Month Replacement Warranty

VivaGlam offers a 6-month replacement warranty from the date of delivery, unless stated otherwise on the product page.

The warranty covers eligible manufacturing defects only.

8. What Warranty Covers

The warranty may cover:

  • Device not turning on due to an internal defect
  • LED lights are not functioning due to an internal defect
  • Charging issue due to an internal defect
  • Functional defect caused by a manufacturing fault

Warranty approval is subject to verification by the support team.

9. What Warranty Does Not Cover

Warranty or replacement will not be provided in the following cases:

  • Physical damage after delivery
  • Damage due to misuse or mishandling
  • Water damage
  • Product dropped, broken, scratched, or cracked by the customer
  • Normal wear and tear
  • Damage caused by unauthorised repair or modification
  • Product used against instructions
  • Product overused or incorrectly used
  • Missing accessories after use
  • Cosmetic scratches or marks that do not affect the product's function
  • Damage caused by power fluctuation, a wrong charger, or an incompatible adapter
  • Claims without required proof
  • Product purchased from an unauthorised seller or resale platform

10. Replacement Process

To raise a replacement request:

  • Contact VivaGlam support within the applicable timeline.
  • Share your Order ID and issue details.
  • Attach the required images and videos.
  • Our team will review your request.
  • If required, the product may be picked up for inspection.
  • Once approved, a replacement will be processed based on stock availability and serviceability.

11. Product Inspection

In some cases, the product may need to be returned to us for inspection before approval.

The product must be returned with:

  • Original product
  • Accessories
  • Packaging
  • Invoice or order confirmation

If the product is found damaged due to customer misuse, mishandling, or use against instructions, the replacement request may be rejected.

12. Replacement Shipping

For approved replacement cases, VivaGlam may arrange pickup and replacement delivery through its courier partner, subject to serviceability.
If pickup is not available at your location, our support team may guide you on the next steps.

13. Stock Availability

Replacement is subject to product availability.
If the same product or variant is unavailable, VivaGlam may offer a suitable replacement option at its discretion.

14. Order Cancellation

Orders can be cancelled only before they are shipped. Once an order is shipped, cancellation may not be possible from our side. If a customer refuses delivery or is unavailable, the order may be marked as refused or returned by the courier partner.

15. Personal-Care Hygiene Restriction

VivaGlam products are designed for personal skincare use.
For hygiene and safety reasons, opened, used, or skin-contact products cannot be returned or exchanged unless a verified manufacturing defect is approved under this policy.

This applies to products used on:

  • Face
  • Neck
  • Skin
  • Acne-prone areas
  • Personal skincare routines

16. Customer Responsibility

Customers are responsible for:

  • Reading product details before purchase
  • Following usage instructions
  • Using the correct charging method
  • Avoiding water exposure unless clearly mentioned as safe
  • Keeping the product and accessories safe
  • Reporting issues within the required timeline
  • Sharing valid proof for claims

17. Contact Us

For return, replacement, or warranty support, contact us at:

Email: support@vivaglamshop.com
WhatsApp: +91-7428800538

Support Hours:
 Monday to Saturday, 10:00 AM to 7:00 PM
 Closed on Sundays and public holidays.

Address:
 Koozo Commerce Pvt. Ltd.
 Office 4, Splendor Spectrum One, Tower 1, 4th Floor,
 Golf Course Ext. Road, Sector 58, Gurugram,
 Haryana 122001, India