Return and Refund Policy
Our 60-day return policy
You have 60 days after receiving your order to request a change-of-mind return.
Under this extended return policy, items must be unused, unopened, in their original packaging and in a resaleable condition, with any protective or hygiene seals intact. These conditions do not restrict your statutory cancellation rights or rights concerning faulty goods.
How to request a return
Email info@vivatest.co.uk with your order number or other proof of purchase and details of the items you wish to return.
We will provide the return address and instructions. Please contact us before posting your parcel so we can help you return it correctly.
Send your return within 14 days of notifying us. Package it securely and retain proof of postage.
Return postage
For change-of-mind returns, you are responsible for arranging and paying the return postage.
If an item is faulty, damaged, incorrect or not as described, VivaTest will cover reasonable return postage costs. Contact us so we can arrange a suitable return method.
UK and EU cancellation rights
For most online consumer purchases, UK and EU customers have a statutory right to cancel without giving a reason. Normally, you must notify us within 14 days after receiving your goods, then send them back within a further 14 days.
You may inspect goods as you would reasonably be permitted to in a shop. Where legally permitted, a deduction may be made for a reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.
The exceptions below apply where permitted by law.
Sealed health and hygiene products
Products supplied sealed that are unsuitable for return for health protection or hygiene reasons cannot be returned simply because you have changed your mind once their protective seal has been broken.
Opening an outer delivery parcel alone does not automatically remove your cancellation rights.
This exception does not affect your rights if goods are faulty, damaged, incorrect or not as described.
Faulty, damaged or incorrect items
Please contact info@vivatest.co.uk as soon as you discover a problem. Include your order details and, where helpful, photographs.
We will assess the issue and provide the refund, replacement or other remedy required by your consumer rights. The 60-day change-of-mind window does not limit these rights.
Refunds
Refunds will be issued to your original payment method without undue delay and within 14 calendar days of receiving the returned goods or, where applicable, receiving evidence that you have sent them back, whichever is earlier.
Your bank or payment provider may take additional time to display the refund.
If you cancel your whole order under your statutory cancellation rights, we will also refund any standard outward delivery charge you paid. Additional charges for an upgraded delivery service do not have to be refunded for a change-of-mind cancellation. Where standard delivery was free, there is no standard delivery charge to refund.
Sale items
Sale items retain the same statutory rights as full-price purchases and are covered by the return conditions above.
Exchanges
To exchange an eligible item, contact us about returning it and place a separate order for the replacement.
Your rights
Nothing in this policy limits your statutory consumer rights, including any additional protections applicable in your country.
For assistance, email info@vivatest.co.uk.