Return & Exchange Policy

Effective Date: March 10, 2026
Last Updated: March 16, 2026

At VIVIBIT, we want you to feel confident in your purchase. If you experience an issue with your order, please contact us and we will do our best to assist you.

Because VIVIBIT offers both standard accessories and high-value configurable hardware products, return and exchange eligibility may vary depending on the product type, condition, configuration status, and reason for return.

1. Return Window

Eligible products may be returned or exchanged within 30 calendar days after delivery, unless otherwise stated on the product page, quotation, invoice, or in a separate written agreement.

To qualify for a return or exchange, the item must meet the conditions set out in this policy and must be approved by our support team in advance.

2. Eligible Returns

Returns may be accepted for eligible products if:

  • the item was received damaged or defective;

  • the wrong item was delivered;

  • the item is unused, uninstalled, in original condition, and returned within the applicable return window; or

  • the return has otherwise been authorized by VIVIBIT in writing.

3. Non-Returnable Items

Unless required by applicable law, the following items are generally not eligible for return or exchange:

  • configurable, built-to-order, customized, or special-order products;

  • products purchased under enterprise, project-based, bulk, reseller, or special pricing arrangements;

  • products that have been installed, activated, deployed, integrated, registered, or otherwise put into use;

  • products returned solely due to compatibility issues, configuration misunderstandings, integration limitations, or changes in customer requirements after purchase, unless otherwise agreed in writing;

  • items that are not in original condition;

  • items with missing parts, accessories, labels, manuals, documentation, or original packaging;

  • items showing signs of wear, misuse, mishandling, modification, or physical damage not caused during delivery;

  • software, licenses, digital services, support services, and other non-tangible items, if applicable;

  • promotional items, free gifts, trial items, or non-resale items;

  • products marked as final sale, non-returnable, clearance, or similar.

4. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or incorrect, please contact us within 7 calendar days of delivery.

To help us review your request efficiently, please provide:

  • your order number;

  • proof of purchase;

  • a description of the issue;

  • clear photos or videos showing the product, packaging, and shipping label, if applicable; and

  • your contact details.

If the issue is confirmed and covered by this policy, VIVIBIT may, at its discretion:

  • provide a replacement;

  • provide repair assistance or technical support;

  • accept a return for refund; or

  • offer another appropriate resolution.

5. Non-Defective Returns

For approved non-defective returns, the item must be:

  • unused;

  • uninstalled;

  • undamaged;

  • complete with all original accessories, packaging, and documentation; and

  • returned in resalable condition.

For non-defective returns, VIVIBIT reserves the right, where permitted by applicable law, to:

  • deduct original shipping charges from the refund, where applicable;

  • require the customer to pay return shipping costs;

  • charge a reasonable restocking fee, particularly for high-value, non-standard, or manually processed items.

Any such deductions, if applicable, will be communicated during the return authorization process.

6. Exchanges

Exchanges are subject to product availability and approval.

If you would like to exchange an item, please contact our support team first. In some cases, we may recommend returning the original item, if eligible, and placing a new order for the replacement item.

Configured, customized, special-order, or project-based items may not be eligible for exchange unless they arrive damaged, defective, or incorrect.

7. Return Authorization Required

Do not send any item back without first contacting VIVIBIT and receiving return instructions.

Unauthorized returns may be delayed, refused, or returned to sender at the customer’s expense.

If your return request is approved, we will provide instructions regarding:

  • the return shipping address;

  • whether a prepaid shipping label will be issued, if applicable; and

  • any packaging, labeling, or documentation requirements.

8. Return Shipping Costs

If the return is due to our error or a confirmed product defect

If we confirm that the return is due to a defective product, shipping damage, or shipment of the wrong item, VIVIBIT will generally cover reasonable return shipping costs or provide an alternative return solution.

If the return is not due to product quality issues

If the return is requested for reasons unrelated to product defects or shipping errors, the customer is responsible for return shipping costs and any other related expenses.

We recommend using a trackable shipping service and retaining proof of shipment for any return.

9. Refused Deliveries

If a customer refuses delivery without prior written approval from VIVIBIT, any resulting shipping, return, storage, customs, carrier handling, or related logistics charges may be deducted from the refund, where permitted by applicable law.

Refused deliveries do not automatically qualify for a full refund, especially for configurable, special-order, or non-returnable items.

10. Refunds

Once the returned item is received and inspected, we will notify you of the outcome of your return request.

If approved, refunds will generally be processed to the original payment method within 5–10 business days, depending on the payment provider and financial institution.

Please note:

  • original shipping charges may not be refundable for non-defective returns;

  • expedited shipping charges, customs duties, taxes, brokerage fees, and import-related fees may not be refundable unless required by law;

  • if the returned item does not meet the conditions of this policy, we may reject the return or issue only a partial refund where permitted by law.

11. Price Adjustment

If a product purchased from the official VIVIBIT website is later offered on the same website at a lower listed price within 14 calendar days of the order date, you may contact us to request a price adjustment.

To be eligible:

  • the item must be the same product, model, and configuration;

  • the lower price must be publicly available on the official VIVIBIT website; and

  • the request must be submitted within the applicable time period.

Price adjustment requests do not apply to:

  • bundle offers;

  • promotional gifts;

  • limited-time flash sales;

  • clearance or final sale items;

  • special pricing, enterprise pricing, project pricing, or negotiated orders;

  • pricing errors or third-party marketplace listings.

VIVIBIT reserves the right to determine eligibility for any price adjustment request.

12. How to Request a Return or Exchange

To request a return, exchange, or refund review, please contact our support team using the contact details available on our website.

Please include:

  • order number;

  • product name;

  • reason for return or exchange;

  • proof of purchase;

  • photos or videos, if applicable; and

  • your contact information.

We will review your request and provide the next steps if your request is eligible.

13. Important Notes

  • Please do not return products to any address unless instructed by VIVIBIT.

  • VIVIBIT is not responsible for items returned without authorization.

  • VIVIBIT is not responsible for non-VIVIBIT products mistakenly sent to us.

  • Additional terms may apply to certain products, promotions, regions, or business orders.

  • This policy applies only to purchases made through the official VIVIBIT website, unless otherwise stated in writing.

14. Contact

If you have any questions about this Return & Exchange Policy, please contact us through the contact information provided on our website.