Refund & Returns Policy

Effective Date: 21 August 2024

At VividOne, we are committed to ensuring your satisfaction with our products. If you are not entirely satisfied with your purchase, this Refunds and Returns Policy outlines the process, conditions, and timeframes for product returns and refunds. Our goal is to make the process as straightforward and fair as possible for both our customers and our business.

1. Eligibility for Returns

Due to the nature of our products, we only accept returns under the following conditions:

  • Defective or Damaged Products: If the product you received is defective, damaged, or not as described, you may be eligible for a return or exchange.
  • Incorrect Product: If you received an incorrect product, we will gladly accept a return and provide a replacement or refund.

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Opened or Used Contact Lenses: Once the packaging of contact lenses has been opened or the lenses have been used, we cannot accept a return.
  • Beauty Products: Any beauty products that have been opened, used, or tampered with are not eligible for return.

3. Timeframe for Returns

To be eligible for a return, you must contact us within 14 days of receiving your order. After 14 days, we will not be able to offer a refund or exchange.

4. How to Initiate a Return

If you need to return a product, please follow these steps:

  1. Contact Customer Support: Email us at lisavividone@gmail.com within 14 days of receiving your order. Please include your order number, a description of the issue, and photos of the defective, damaged, or incorrect product.
  2. Wait for Return Authorization: Our customer support team will review your request and provide you with a Return Authorization (RA) number if your return is approved.
  3. Prepare Your Return: Carefully pack the product in its original packaging, including all accessories, manuals, and any free gifts that came with the purchase. Write the RA number clearly on the outside of the package.
  4. Ship the Product: Send the package to the following address:
    • Return Address:
      VividOne
      40 Lalalapha, Sysie Road
      Randparkridge, Gauteng
      Note: You are responsible for the cost of return shipping unless the product was defective, damaged, or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

5. Refund Process

Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund:

  • Approved Refunds: If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
  • Partial Refunds: In some cases, only partial refunds may be granted (e.g., if the product is returned with missing parts, not in its original condition, or beyond the 14-day return window).
  • Rejected Returns: If your return is not approved, we will contact you to discuss the reason and any further steps.

6. Exchanges

We only replace products if they are defective, damaged, or incorrect. If you need to exchange an item, please follow the return process outlined above. Once the return is processed and approved, we will send you the replacement product at no additional cost.

7. Return Shipping Costs

  • Defective, Damaged, or Incorrect Products: We will cover the cost of return shipping and any shipping fees for sending the replacement product.
  • All Other Returns: You are responsible for covering the cost of return shipping. Original shipping fees are non-refundable.

8. Contact Information

If you have any questions or need assistance with a return or refund, please contact our customer support team:

We are here to help and will do our best to resolve any issues promptly.

9. Changes to This Policy

We reserve the right to update or modify this Refunds and Returns Policy at any time without prior notice. Any changes will be posted on this page, and the effective date will be updated accordingly. We encourage you to review this policy periodically to stay informed of any updates.