Return Policy

Last updated:

At Vivojoint, we aim to make purchases clear and fair. If a product is not the right fit for you, we offer a straightforward return and refund process. Please read this Return Policy carefully to understand your rights and our procedures.

1. Return Eligibility

You may return most products purchased from Vivojoint within 14 days of receiving your order, in accordance with Finnish consumer protection laws and EU distance selling regulations. To be eligible for a return, the following conditions must be met:

• The product must be in its original, unused condition
• The product must be in its original packaging with all tags and labels intact
• You must provide proof of purchase (order confirmation email or receipt)
• The return request must be submitted within 14 calendar days from the date of delivery

2. Non-Returnable Items

Certain products are exempt from our standard return policy due to hygiene, safety, or other practical reasons. The following items cannot be returned:

• Products that have been used, written in, or show signs of wear
• Products with broken seals or opened packaging (where applicable)
• Gift cards and vouchers
• Personalized or custom-made items
• Items marked as final sale at the time of purchase

3. How to Initiate a Return

To start a return, please follow these steps:

• Contact us via our contact form or email at request@vivojoint.world within 14 days of receiving your order
• Include your order number, the product(s) you wish to return, and the reason for the return
• Our team will review your request and send you a return confirmation with detailed instructions within two business days
• Package the product securely in its original packaging and include the return confirmation in the shipment
• Ship the product to the address provided in the return confirmation

Please do not send products back without first contacting us and receiving return authorization. Unauthorized returns may not be processed or refunded.

4. Return Shipping

The cost of return shipping is the responsibility of the customer, unless the return is due to a defective product, incorrect item received, or an error on our part. In such cases, we will cover the return shipping costs or provide a prepaid return label.

We recommend using a trackable shipping service and purchasing shipping insurance for the return shipment. Vivojoint is not responsible for items lost or damaged during return transit if no tracking or insurance was used.

5. Refund Process

Once we receive and inspect your returned product, we will notify you by email about the status of your refund. If the return is approved, the refund process will proceed as follows:

5.1 Refund Timeline

• Refunds are processed within 14 business days of receiving the returned product at our facility
• The refund will be issued to the original payment method used at the time of purchase
• Depending on your bank or payment provider, it may take an additional 5 to 10 business days for the refund to appear in your account

5.2 Refund Amount

• Full refunds include the product price and any applicable taxes paid
• Original shipping costs are non-refundable unless the return is due to our error
• If a product is returned in a condition that does not meet our return eligibility criteria, a partial refund may be issued at our discretion

6. Exchanges

We currently do not offer direct exchanges. If you would like a different product, please initiate a return for the original item and place a new order for the desired product. This ensures the fastest processing time for both your refund and your new order.

7. Defective or Damaged Products

If you receive a product that is defective, damaged during shipping, or materially different from what was described on our website, please contact us immediately. We will work with you to resolve the issue promptly by offering one of the following options:

• A full refund, including original and return shipping costs
• A replacement product shipped at no additional cost
• Store credit for future purchases, if preferred

To report a defective or damaged product, please contact us within 7 days of receiving the item and include photographs of the damage or defect along with your order details. This helps us process your claim quickly and improve our quality control.

8. Late or Missing Refunds

If you have not received your refund within the expected timeline, please take the following steps:

• Check your bank account or credit card statement again, as processing times vary
• Contact your bank or payment provider, as there may be a processing delay on their end
• If you have completed these steps and still have not received your refund, please contact us and we will investigate the matter

9. Right of Withdrawal (EU Consumers)

As a consumer within the European Union, you have the legal right to withdraw from a distance purchase within 14 days of receiving the goods, without providing any reason. This right is provided under Directive 2011/83/EU on Consumer Rights. The withdrawal period expires 14 days after the day on which you or a third party indicated by you (other than the carrier) physically receives the goods.

To exercise your right of withdrawal, you must inform us of your decision by a clear statement (for example, a letter sent by mail or an email through our contact form). You may use the below template, but it is not obligatory:

"I hereby give notice that I withdraw from my contract of sale of the following goods: [product name], ordered on [date] and received on [date]. Consumer name and address."

If you withdraw from the contract, we shall reimburse all payments received from you, including the costs of delivery (except for any supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw.

10. Consumer Protection

This Return Policy does not affect your statutory rights as a consumer under Finnish consumer protection laws (Kuluttajansuojalaki). If there is any conflict between this policy and applicable consumer protection legislation, the statutory provisions shall prevail. Finnish consumers can also seek assistance from the Consumer Advisory Services (Kuluttajaneuvonta) or the Consumer Disputes Board (Kuluttajariitalautakunta) in case of disputes.

11. Changes to This Return Policy

We may update this Return Policy from time to time. Any changes will be posted on this page with a revised "Last updated" date. The return policy applicable to your order is the one in effect at the time of your purchase. We encourage you to review this policy periodically.

12. Contact Us

If you have any questions about our Return Policy or need assistance with a return, please contact us at:

Vivojoint
Runeberginkatu 43, 00100 Helsinki, Finland
Phone: +358 9 278 5454
Email: request@vivojoint.world

Our team is available Monday through Friday, 9:00 to 17:00 (EET), and we aim to respond to all inquiries within one business day.