Refund policy
Last updated: July 14, 2026
We want every Vivo Nostra order to arrive correctly and in good condition. This policy applies to purchases made directly through vivonostra.us.
Return Eligibility
You may request a return within 30 days after delivery. To be eligible, products must be unopened, unused, in their original packaging, and in resalable condition.
Before sending anything back, email support@vivonostra.us with your order number, the item you want to return, and the reason. Returns sent without prior authorization may not be accepted.
Bundles And Sets
A bundle or set must be returned with every included component unopened, unused, and in its original packaging. Partial returns of bundle components are not accepted unless an item arrived damaged, defective, missing, or incorrect.
Non-Returnable Items
For hygiene and safety reasons, opened or used grooming products are not returnable unless they arrived damaged, defective, or incorrect. Gift cards, final-sale items, and free promotional items are also non-returnable except where required by law.
Damaged, Defective, Missing, Or Incorrect Items
Inspect your order promptly. Email support@vivonostra.us within 7 days of delivery with your order number and clear photos of the product and shipping package. We will review the issue and, when approved, provide an appropriate replacement or refund.
Return Shipping
Customers are responsible for return shipping costs unless the return results from a Vivo Nostra fulfillment error or an approved damaged, defective, missing, or incorrect item claim. Original shipping charges are non-refundable unless the return resulted from our error or applicable law requires otherwise.
Use a trackable return method. Vivo Nostra is not responsible for return packages lost or damaged before they are received.
Refunds
After an authorized return is received and inspected, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method, generally within 5-7 business days. Your bank or payment provider may need additional time to post the credit.
Discounts, bundle pricing, and promotional adjustments are reflected in the refundable amount actually paid for the returned merchandise.
Exchanges
We do not guarantee direct exchanges. For an approved damaged, defective, missing, or incorrect item, contact support@vivonostra.us for replacement instructions. For preference-based changes, an eligible item may need to be returned and a new order placed.
Order Changes And Cancellations
Email support@vivonostra.us as soon as possible. We will try to help, but orders cannot be changed or canceled after they enter processing or ship.
Consumer Rights
This policy does not limit rights that cannot be excluded under applicable law.
Contact
Questions or return requests can be sent to support@vivonostra.us.
We want your Vivo Nostra order to arrive correctly and in good condition.
Returns
Returns are accepted within 30 days of delivery if the product is unopened, unused, and in its original packaging.
To start a return, email support@vivonostra.us with your order number and reason for return. If your return is approved, we will provide return instructions.
Customers are responsible for return shipping costs unless the return is due to a Vivo Nostra fulfillment error or a damaged/defective item.
Non-Returnable Items
For hygiene and safety reasons, opened or used grooming products cannot be returned or refunded unless they arrive damaged, defective, or incorrect.
Gift cards, final sale items, and promotional/free items are not eligible for return unless required by law.
Damaged, Defective, Or Incorrect Items
Inspect your order when it arrives. If an item is damaged, defective, or incorrect, contact support@vivonostra.us within 7 days of delivery. Include your order number and photos of the item and packaging so we can review and make it right.
Refunds
Once an approved return is received and inspected, we will notify you whether the refund is approved. Approved refunds are processed to the original payment method within 5-7 business days. Your bank or payment provider may take additional time to post the refund.
Original shipping charges are non-refundable unless the return is due to a Vivo Nostra error.
Exchanges
If you need a replacement for an incorrect, damaged, or defective item, contact support@vivonostra.us with your order number.
Order Changes And Cancellations
Orders can only be changed or canceled before they are processed or shipped. Contact support@vivonostra.us as soon as possible.
We stand behind our product and want you to be completely satisfied. If for any reason you need to return your order, here’s how it works:
✅ Returns accepted within 30 days of delivery.
✅ Product must be unopened, unused, and in original packaging.
✅ Customer is responsible for return shipping costs.
Once we receive and inspect your return, we’ll process your refund or exchange within 5-7 business days.
To start a return, contact us with your order number and reason for return.