Refund policy

Return & Refund Policy

Last Updated: September 16, 2026

At Vividly, we want you to be satisfied with your purchase. This policy explains when returns, replacements, cancellations, and refunds may be available.

1. Return Eligibility

A return or replacement may be accepted where the product:

  • Arrives damaged

  • Is defective

  • Is incorrect or different from what was ordered

  • Is missing essential components

Eligibility may depend on the product category and the circumstances of the request.

2. Reporting an Issue

If you receive a damaged, defective, incorrect, or incomplete product, please contact us within 48 hours of delivery.

Please include:

  • Order number

  • Name and contact details

  • Description of the issue

  • Clear photographs of the product

  • Photographs of the packaging, where applicable

  • Video evidence where reasonably necessary to verify the issue

Requests submitted after the applicable period may not be accepted.

3. Product Condition

For eligible returns, the product should generally be unused and returned with its original packaging, accessories, manuals, tags, and other included components.

Products showing signs of use, damage caused after delivery, misuse, or alteration may not qualify for a return or replacement.

4. Non-Returnable Products

Certain products may not be eligible for return due to their nature, hygiene considerations, personalization, clearance status, or other applicable restrictions.

Any product-specific return restrictions will be communicated on the product page or at checkout where applicable.

5. Wrong or Damaged Product

If we send you an incorrect product or the product arrives damaged or defective, we may offer a replacement, return, refund, or another appropriate resolution after reviewing the issue.

6. Refunds

Once an approved return has been received and inspected, we will process the applicable refund.

Refunds may be issued through the original payment method or another appropriate method, depending on the transaction and payment provider.

The time taken for the amount to appear in your account may vary depending on your bank or payment provider.

7. COD Orders

For Cash on Delivery orders, where a refund is approved, we may request valid bank account or other payment details necessary to process the refund.

We will never ask you to share passwords, OTPs, PINs, or other confidential banking credentials.

8. Order Cancellation

Cancellation requests should be submitted as soon as possible after placing an order.

Once an order has been processed or shipped, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.

9. Return Shipping

Where a return or replacement is approved due to a damaged, defective, incorrect, or incomplete product, Vividly may arrange or cover applicable return shipping according to the circumstances.

For other approved returns, shipping costs may be subject to the applicable return terms communicated by Vividly.

10. Refund Delays

If you have been informed that a refund has been processed but the amount has not yet appeared in your account, please allow additional processing time for your bank or payment provider.

If the amount remains unavailable after the applicable processing period, please contact us.

11. Contact Us

To request a return, replacement, or refund, contact:

Vividly
Email: [help.query@vividly.com]

Please include your order number in your message so that we can assist you faster.