Returns Policy

Returns Policy

The following overview outlines our Returns Policy. Please refer to our Terms & Conditions for comprehensive details on our Cancellation, Returns, and Refund Policy.

If you are not completely satisfied with your purchase or need to return it for any reason, please contact us within 14 days of receiving the product(s). We will gladly issue a refund* provided that the items are returned to us in their original, perfect condition within 30 days from the date you received them.

*Please note that our 14-day returns guarantee does not cover specially ordered, customized, bespoke, or made-to-order items. Additionally, we do not accept returns from outside the UK. For more information, please consult our Terms & Conditions.

How to Return a Product?

Under our 30-day extended returns policy, please notify us within 14 days of receiving your items by emailing sales@vivalagoon.com to inform us of your intent to return the product.

Include your order number and the item(s) you wish to return in the email. This information is necessary to authorize the return. We will respond within 48 working hours with a Returns Authorisation Form. Please note that returns are made at the customer's risk and expense.

For Trade orders, returns are at our discretion.

Do not send any items back until you have received a Returns Authorisation Slip from us.

The Returns Authorisation Slip will provide instructions on where to send your returned item(s) and guidelines on acceptable return conditions. Ensure that you return your item(s) within 30 days of receipt (or within 14 days of authorization) and include the Returns Authorisation Slip in the return package for swift processing at our UK warehouse. Your refund will be applied to your original payment method as soon as possible.

After we receive the items in our warehouse, please allow up to 14 working days for processing and refunding.

Condition of Returned Products

Products and their packaging must be in new, perfect condition to be accepted for return. Ensure that the items are adequately packed to avoid damage during transit. If you have opened any boxes to inspect the product, take care not to damage the packaging, which is designed specifically for the product. We will examine and inspect all returned items, and if the goods are not in reasonable care, resulting in damage or deterioration, the return will be refused.

As it is your responsibility to ensure the item arrives back with us in its original condition, we strongly advise that items are returned insured and/or signed for. We cannot accept responsibility for goods lost or damaged in transit back to the warehouse.

Damaged or Faulty Goods

Please check your items immediately upon delivery to ensure they have arrived safely. If your parcel arrives damaged:
Accept the delivery but inform the delivery driver of the damage and write ‘damaged’ alongside your signature on the delivery paperwork.
  • If you are unable to inspect the goods immediately, write 'unchecked' alongside your signature on the delivery paperwork.
  • If your order arrives damaged or faulty, please email us within 48 hours of receipt at sals@vivalagoon.com , including your order number, a brief description of the issue, and photographs of the damage or fault, along with images of the product box and delivery box. This will help us process your claim quickly.
Keep all original packaging, including delivery boxes, and repack the item carefully.

Damaged or Faulty Goods

Please inspect your items immediately upon delivery to ensure they have arrived safely. If your parcel arrives damaged:
  • If the package is delivered by our standard couriers (DPD, DHL, or Hermes) and you notice that the packaging is torn or partly damaged, take a picture before opening it. If the product inside is damaged, take a picture and send it to us immediately.
  • For larger items like furniture, if you cannot inspect them immediately, please contact us as soon as you open the package and discover any damage and do so within 48 hours.