Return & Refund Policy – Viviero3D

Most Viviero3D products are made to order specifically for each customer. We do not offer automatic returns for non-damaged products. Customers may submit a return or order issue request for review within the request window described below. Submitting a request does not guarantee that a return will be approved.

Please review this policy before placing an order. If you are unsure about size, color, finish, drainage, material, configuration, or how a product may work in your space, please contact us before ordering. We are happy to help with additional photos, color comparisons, dimensions, and product references.

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Return Request Window

Return requests must be submitted within 14 calendar days after carrier-confirmed delivery. Calendar days include weekends and holidays.

Requests submitted after this 14-calendar-day window are not eligible for review through the standard return process.

Shipping damage, visible defects, wrong items, missing parts, or other product-condition issues must be reported within 48 hours after delivery whenever applicable. Please upload clear photos of the item and packaging through our Returns & Order Support form so we can review the issue promptly.

The 14-calendar-day request window does not mean that every product or every reason for return is eligible. All requests are reviewed individually under this policy.

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What You Can Submit for Review

Within the 14-calendar-day request window, you may use our Returns & Order Support form to explain an order issue and provide supporting information. Standard review reasons include:

• arrived damaged during shipping;
• product defect or quality issue;
• wrong item or variant received;
• item materially different from the order or listing;
• missing part or component;
• other issue / something else.

All requests are reviewed individually. A reason being available through the form does not mean that the return is automatically eligible or approved.

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Made-to-Order Products & Preference-Based Requests

Because our products are made to order in the size, color, finish, drainage, material, and configuration selected by each customer, we generally do not accept returns or exchanges solely because of change of mind, personal preference, decor preference, color preference, or incorrect size selection when measurements and product details were provided before purchase.

These preference-based reasons are not listed as standard return reasons in our Returns & Order Support form.

This includes, but is not limited to:

• changing your mind after delivery;
• deciding the item is no longer needed;
• deciding the item does not match your decor or space;
• selecting the wrong size when dimensions were provided;
• selecting a color or finish that does not match personal expectations;
• minor color differences caused by screens, lighting, photography, material batches, or normal material variation;
• normal characteristics of 3D printing such as fine layer lines, seam placement, directional texture, or minor surface variation that does not materially affect the product's intended use.

In some circumstances, Viviero3D may choose to approve a non-defect return as a discretionary courtesy exception. Any such approval must be provided by Viviero3D in writing before the item is shipped back.

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Custom and Personalized Products

Custom and personalized products are not eligible for return based on preference, change of mind, spelling submitted by the customer, color selection, size selection, drainage choice, or other customer-provided choices.

They remain eligible for review if they:

• arrive damaged during shipping;
• contain a manufacturing defect or quality issue;
• are materially different from the customization details confirmed for the order;
• were produced incorrectly because of an error by Viviero3D.

Customers are responsible for reviewing submitted names, wording, spelling, capitalization, punctuation, colors, sizes, drainage options, and other personalization details before ordering.

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Damaged Deliveries, Defects, Wrong Items & Missing Parts

If an item arrives damaged, defective, incorrect, missing a part, or with another visible product-condition issue, please submit a request within 48 hours after delivery whenever applicable.

Please provide:

• your order number;
• the email address used at checkout;
• clear photographs of the item;
• photographs of the shipping box or packaging;
• photographs of any visible damage to the package;
• a short explanation of the issue.

Please keep the product and original packaging until we confirm that they are no longer needed, as they may be required for review or a carrier claim.

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Product Condition for Approved Returns

If a physical return is authorized, the item must be returned in the condition in which it was received, except for the issue being reported.

Items should be unused and packed in the original packaging when available or in comparable protective packaging.

A refund may be reduced or denied if an item has been:

• used beyond what is reasonably necessary to inspect the item;
• exposed to soil or water after delivery;
• modified, painted, repaired, cut, drilled, glued, or otherwise altered;
• damaged after delivery;
• returned incomplete;
• damaged because of inadequate return packaging.

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How to Submit a Request

To request a return, replacement, or refund review, use our official Returns & Order Support form:

https://viviero3d.com/pages/returns

Please provide:

• your order number;
• the email address used at checkout;
• the reason for your request;
• a short explanation of the issue;
• clear photographs when the request involves damage, defects, incorrect items, missing parts, or another visual issue.

Submitting a request does not guarantee return approval. All requests are reviewed individually according to this policy.

After review, we will contact you by email with the decision and any next steps.

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Return Authorization

Please do not ship a product back to Viviero3D unless the return has been authorized in writing and return instructions have been provided.

Depending on the issue, we may resolve a request without requiring the product to be returned.

Unauthorized returns may not be accepted or processed.

When a return is required, we will provide the applicable return address and packaging instructions.

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Return Shipping: Who Pays?

If a return is approved because the item arrived damaged, defective, incorrect, or materially different from the confirmed order due to an error attributable to Viviero3D, Viviero3D pays the return shipping cost and will provide a prepaid return label or another prepaid return shipping solution when a physical return is required.

If Viviero3D approves a non-defect return as a discretionary courtesy exception, the customer is responsible for the return shipping cost. Original outbound shipping charges are non-refundable for courtesy returns.

Please do not purchase return postage or ship an item back without written authorization. Unauthorized returns may not be accepted or processed.

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Refunds, Replacements & Resolutions

Depending on the circumstances, an approved request may be resolved with a replacement, replacement part, correction, partial refund, full refund, or authorized return.

The appropriate resolution is determined by Viviero3D based on the nature of the issue, the condition of the product, the information provided, and applicable law.

If a physical return is required, refunds are issued after the item is received and inspected.

Approved refunds are issued to the original payment method and are generally processed within 5–10 business days. The time required for funds to appear in the customer’s account may depend on the payment provider or financial institution.

You will receive confirmation when the refund has been processed.

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Replacements and Exchanges

We do not offer preference-based exchanges for a different size, color, finish, material, or design after delivery.

If Viviero3D shipped an incorrect product, size, color, drainage option, or other confirmed variant, we will review the issue and provide an appropriate correction.

For damaged or defective products, we may offer a replacement, replacement part, or other correction instead of a refund when appropriate.

Any replacement or exchange must be authorized by Viviero3D before the original item is returned.

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Order Cancellations

Cancellation requests must be submitted within 1 hour of purchase.

Because most Viviero3D products are made to order, production may begin after this period, and cancellation or modification may no longer be possible.

A cancellation request is not complete until it has been confirmed by Viviero3D.

Requests to change color, size, drainage, personalization, quantity, or shipping information are also not guaranteed unless confirmed by us.

Nothing in this section limits rights that cannot legally be waived.

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Contact

For questions regarding a return, replacement, or refund, contact:

Viviero LLC
Brand: Viviero3D
Orlando, Florida, United States
Email: info@viviero3d.com

We typically respond within 1 business day.