Returns, exchanges, and cancellations

■ First and Foremost

Please note that we do not accept returns or exchanges due to customer convenience.
Also, the ""Cooling-off"" system is not applicable to this service.

■ Cases which are subject to Returns / Exchanges

We will accept returns or exchanges for products which fit the following criteria.

• The product is defective.
• A different product from what the customer ordered was delivered.

* In the above cases, we will bear the shipping costs for returning the product/s.

■ Return / Exchange Process

1. Contact and Confirmation
   To initiate a return / exchange, please first contact us via the [ Contact Form ].
   After confirmation has been made, we will provide the following information via email.

   ・Return Shipping Method
   ・Return Shipping Destination Address

    

2. Return Shipping of the Product
   Following the instructions we provide, please return the product/s.
   * The product must be sent within 14 days of receiving return shipping instructions.

    

3. Exchange Process
   After we have confirmed return of the product/s, we will begin the exchange process.

■ Regarding Product Correspondence

In principle, our company will handle defective products and support inquiries in-house.
However, depending on the product and also the nature of the inquiry, there are cases in which the assistance of the product maker will be necessary.
In such cases, please be aware that you may be required to also contact the product maker.

■ Cautionary Notes

<Cases which are NOT subject to Returns / Exchanges>

In the following cases, it may take significant time to process, an exchange may be denied, or the product may require shipping with ""payment on delivery"" method.

• If you contact us more than 8 days after receiving the product
• If you return the product before instructed by our support team
• The product has been used
• The product has been damaged or defaced after receipt by customer
• There is damage other than to the product itself, such as damage to the box or package.
• The order itself is deemed to be in bad faith, such as in the case of purchasing with the intention to return the item
• If the item's condition does not match the reason for return
• If the wrong item is returned
• If the item is returned to any address other than the one specified by viviON Blue
• If any part of the product is missing (except in cases of missing parts at time of receipt)
• If the product, package, or accessories are not returned in the condition in which they were delivered
• If the return procedure is not completed within 14 days of receiving return instructions

* When an incorrect item is sent to us, we will only return that item to the sender upon receiving the correct product discussed during the contact and confirmation steps.
* Beware that, if the correct product is not returned, the incorrectly sent item will be disposed of after being stored in our warehouse for 3 months.
* Refunds will only ever be given when it is difficult to exchange the product. (Such as when the product is no longer in stock.)

■ Cancellation Policy

Please be sure to confirm that the contents and quantity are correct before placing an order. Please note that we cannot change or cancel your order after it has been completed, even if you have contacted us.