Return and Refund Policy

Return policy

If you are not satisfied with your purchase, you may return it within 14 days from the delivery date for a full refund of the price paid for the item(s). Please contact us at support@vivid-melbourne.com for the return address. The customer is responsible for all shipping costs and return labels (unless all products are damaged or all items received were incorrect). The return must be sent to our warehouse in China.

Return Conditions

  • All items must be returned in the same condition in which they were sold or received, unworn, unwashed and unaltered, with all tags still attached.

  • Items must be returned in their original packaging.

Damaged or Defective Products

  • We recommend that all items are inspected upon delivery for any defects.
  • If your item is damaged or defective, please contact us immediately.
  • Damaged or defective items will be replaced free of charge, and the customer will not be responsible for return shipping costs.

Home delivery refused / Package not deliverable by post:

  • If the package is not accepted or not collected from the post office, it is automatically returned to the supplier, and we are entitled to deduct $20 AUD  from the amount you receive in return.

Returns

  • If the size does not fit or you want to change the color, you can initiate a return by sending an email: support@vivid-melbourne.com.
  • The customer is responsible for covering return shipping costs and obtaining the return label.
  • Once you contact us, we will provide you with the return address.
  • Returns must be sent only to their designated address, as provided by us.
  • To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging or with the company label.
  • Proof of purchase is required for all returns.

Refunds (if applicable)

  • Once your return is received and inspected, we will send you an email to notify you of the receipt of your return and the approval or rejection of your refund.
  • If approved, your refund will be processed and the amount will be credited to your original method of payment within 14 days after the item is received at our warehouse.

Modifications and Cancellations of Orders:

  • If you would like to make any changes to your order, please contact our customer service.
  • If your order has not yet been shipped, we will do our best to make the requested changes. However, if the order has already been shipped, we will not be able to make changes, and you will have to return the items received.
  • Since we work with a fully automated system, orders are processed immediately after they are placed. If we do not hear from you within 2 hours of placing the order, it is automatically transferred to the system for execution, and changes or cancellations can no longer be made. Once shipped, we cannot interrupt the shipping process, so a refund or cancellation is only possible after receiving the items.

Exchanges

  • We do not accept exchanges. If you wish to exchange an item, you will need to return the current item and place a new order.
  • Please note that return shipping costs are the responsibility of the customer, unless the item is defective.