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Per-mode cancellation, refund, and after-sales rules.
EFFECTIVE · 2026-07-27
This Policy explains when and how refunds are issued by VivyVeil LLC. It applies to all orders placed through vivyveil.com and is read together with the Terms of Service and the Shipping & Customs Policy. Where the mandatory consumer-protection law of your jurisdiction of residence grants you a stronger right than the rules below, that mandatory right prevails.
Refunds are processed to the original payment method. Stripe typically returns funds to your card or bank in five to ten business days. PayPal returns funds to your PayPal balance within minutes, and to a linked card or bank in three to five business days.
There is no general change-of-mind return. We are a proxy shopping service: when you order, we buy that specific piece from the original seller with your money, and we cannot send it back to them because you changed your mind. Read §2 before you order so you know exactly what you are agreeing to. What we give you instead is a cancellation window before we buy, and a photo-review gate after we inspect the piece and before it leaves China — see §2A, which is the point at which you can still stop an order you no longer want.
What a refund covers. Where a refund is owed, it covers the price of the goods. Service fees we have already rendered and outbound shipping we have already paid are not refunded. There are two exceptions, and they are wide:
Refunds within the 24-hour cancellation window in §2 and §3 are issued in full with no deduction, even if preparatory work has started on our side.
Summary table — the section bodies control where the exact mechanism matters:
| Mode | Cancel window (full refund) | After the window |
|---|---|---|
| Direct | 24 hours from order confirmation, before we buy the piece | No change-of-mind return. You get a second decision point at photo review (§2A) before the parcel leaves China. Once dispatched, the order is final except for the defect, wrong-item and transit routes in §6 and §8 — and, for EU and UK consumers, the mandatory 14-day withdrawal right in §5. |
| Deposit and balance | 24 hours from order confirmation, before we place the pre-order with the original seller | Once the pre-order is placed, the deposit is non-refundable. If you do not pay the balance within fourteen days of the balance notice, the order is cancelled and the deposit is forfeited. Photo review under §2A applies once the piece arrives. |
| Wish (paused for new orders; see §4) | Refundable in full if the wish fails through no fault of yours (threshold not met, we cannot source, we cancel); final sale if you withdraw or decline to convert | The intent deposit (approximately US$10) covers our wish-aggregation work. |
| EU and UK 14-day withdrawal | 14 days from delivery, for goods that are not made to your specification | Mandatory; prevails over everything above where it applies. Refund covers goods plus the cheapest standard outbound delivery. See §5. |
Where you live changes your rights. The rules above are the contract. If you are a consumer in the European Union or the United Kingdom, §5 gives you a statutory withdrawal right that overrides them and that we cannot ask you to sign away. If you are in the United States, there is no equivalent statutory right, and the contract above is what applies — which is why we would rather you knew that before checkout than after delivery.
Cancellation window. You may cancel a direct order within twenty-four hours of order confirmation and receive a full refund to the original payment method, with no deduction, provided we have not yet bought the piece.
After the 24-hour window. Once we have bought the piece from the original seller, we have spent your money on that specific item and we cannot unwind it at will. There is no change-of-mind cancellation from this point. We will still contact the seller and attempt a return on your behalf as a courtesy, and where the seller agrees:
We cannot make the seller take it back, and most will not. Treat a courtesy return as unlikely rather than as a fallback plan.
Photo review before dispatch. Before the parcel leaves China you get a second, real decision point: we send you photographs of the actual piece and you decide whether to ship it. That is §2A, and it is the mechanism that replaces a change-of-mind return.
After dispatch. Once the parcel has left, the order is final. For US and other non-EU/UK customers there is no change-of-mind return — return shipping from your country back to China routinely costs more than the piece, and we will not pretend otherwise by offering a right we cannot afford to honour. What survives dispatch is: the defect, wrong-item and inauthentic-piece route in §6; loss or damage in transit under §6 of the Shipping and Customs Policy; customs rejection under §8; and, for EU and UK consumers only, the mandatory 14-day right of withdrawal in §5 and §9 of the Terms.
Every piece is inspected at our ingestion point before it is tendered to the international carrier. When it passes, we publish the inspection to you: photographs of the actual piece you are receiving, the measurements we took, and any note from the inspector. You then decide whether it ships.
You have five days from the moment we send that notice.
To be explicit about what the timeout is and is not: dispatch after five days means we carried out the order you placed. It is not a waiver, and it does not sign away any right you have under §5, §6 or mandatory consumer law. If you never saw the notice, tell us — we would rather sort it out than argue that silence bound you.
Why this matters more than a return policy. Nearly every cross-border dispute is "this isn't what the listing showed". Photo review kills that argument for both of us: you saw the real garment, in real light, with real measurements, before it crossed a border. Use it properly — look at the photos, check the measurements against your own, and ask us before you approve if anything looks off.
Stage 1 — Deposit. The deposit is used to place the pre-order with the original seller and secure your slot in their production run.
The deposit is non-refundable once we have placed the pre-order with the seller (typically within seventy-two hours of order confirmation), except in these scenarios where it is refunded in full: (i) you cancel within twenty-four hours of order confirmation and before we placed the pre-order; (ii) we cancel the order under §5 of the Terms; (iii) the seller cannot produce the piece; (iv) what is produced materially differs from the disclosed specification (see §12).
Where mandatory consumer law grants you a withdrawal right that overrides the rule above, that right prevails. We want to be straight about one point that proxy services often blur: the Article 16(c) exception to the EU 14-day withdrawal right covers goods "made to the consumer's specifications or clearly personalised". A piece cut to your own measurements qualifies. A pre-order from a maker's production batch, in a standard published size, does not — it is mass-produced, merely later. So for most deposit-and-balance pieces an EU or UK consumer keeps the full 14-day right under §5, and we do not claim otherwise. If a specific piece genuinely is made to your measurements, we tell you so in writing before you pay the deposit, and we say why we think the exception applies.
Photo review under §2A applies to deposit-and-balance orders exactly as it does to direct orders, once the piece reaches our ingestion point.
Stage 2 — Balance. When the piece is ready, we issue the balance invoice. You have fourteen days to pay. If you do not pay within fourteen days, the order is cancelled and the deposit is forfeited to cover the pre-order the seller has already produced.
New wish orders are paused. You cannot currently start a wish at checkout, and we are not listing new wish pieces. This section stays in force for wish orders placed before the pause, which continue to run to completion or refund exactly as set out below.
The intent deposit collected at wish time (approximately US$10) covers our work to record your interest, monitor the threshold, coordinate with the original seller once the threshold is met, and operate the wish-aggregation queue.
Where the wish ends through no fault of yours, the intent deposit is refunded in full:
Where the wish ends through your voluntary action, the intent deposit is final sale:
If the wish reaches its threshold and converts, you are notified by email and have seven days to confirm and pay the standard deposit. After conversion, the order follows §3.
EU and UK consumers. The 14-day right of withdrawal under EU Directive 2011/83 and the UK Consumer Contracts Regulations 2013 applies to the wish intent deposit until the wish has converted and the seller has begun production. Within that window we refund the intent deposit in full on request.
If you are a consumer resident in the European Union or the United Kingdom and Directive 2011/83/EU or the UK Consumer Contracts Regulations 2013 apply to your order, you have 14 days from delivery to withdraw, for any reason or none. Nothing in this Policy displaces that. In particular, the "no change-of-mind return" rule in §2 does not apply to you, and approving a piece at photo review under §2A does not waive this right.
What you get back. Under Article 13(1) of the Directive we refund the price of the goods **and** the cost of the cheapest standard outbound delivery we offered — not goods alone. This is a deliberate exception to the goods-only rule in §1, because the Directive does not let us keep delivery costs on a withdrawal. Return shipping to us is your cost, which Article 14(1) permits and which we are telling you here so that it is properly disclosed in advance. Where the returned piece shows handling beyond what was needed to establish its nature and characteristics, we may deduct the proportionate diminished value under Article 14(2) rather than refuse the refund.
How and when. Send a clear statement of your decision to support@vivyveil.com before the 14 days run out; you do not have to give a reason. Return the piece in its original condition with tags attached. We refund within fourteen days of receiving the goods back or of your proof of return, whichever is earlier.
The limits. The exception we can invoke is Article 16(c) — goods made to your specification or clearly personalised. As §3 explains, we read that narrowly and it does not cover an ordinary pre-order in a standard size. See §9 of the Terms of Service for the same mechanism in contract form. Where any rule in this Policy conflicts with your mandatory withdrawal right, the mandatory right prevails.
Where the piece you receive is materially different from what was disclosed at checkout (wrong size, wrong colour, wrong piece, undisclosed defect, damage in transit not flagged at dispatch, or a piece that turns out to be counterfeit — see Authenticity, IP & DMCA §2), contact us at support@vivyveil.com within seven days of delivery with photographs and the order number. See §12 for what "materially different" means. The piece must be unworn and unaltered, with tags attached. We will, at your election, refund in full including outbound shipping or arrange replacement at our cost.
Hidden defects discovered after use. Once a piece has been worn beyond inspection-fit, altered, washed, or otherwise put into use, replacement and refund are no longer available except where (i) the defect is genuinely hidden — i.e. not detectable on careful inspection at unboxing — and (ii) you can document with photographs and a clear written account that the defect was present at delivery and was not caused or worsened by use, wear, washing, or alteration. We assess such reports case by case and reserve the right to decline where the evidence does not establish a pre-existing hidden defect.
Where mandatory consumer law in your jurisdiction provides a longer remedy window, shifts the burden of proof to us, or otherwise grants you a stronger right (notably the twelve-month conformity-presumption rule under Article 11 of EU Directive 2019/771 and equivalent UK provisions), that right takes precedence to the extent it does.
Estimated dispatch dates for direct orders and estimated production dates for deposit and balance orders are estimates. The original seller may be late. We keep you informed. You may cancel and receive a full refund of any amount paid if the delay exceeds the original estimate by more than ninety days (deposit and balance) or thirty days (direct), without prejudice to any shorter cancellation right granted by mandatory consumer law.
Full details are in the Shipping and Customs Policy. Where a shipment is destroyed by customs, returned to origin, or abandoned, the refund is the order total minus actual outbound shipping, actual return shipping, actual customs disposal or storage fees, any non-refundable seller fee incurred, and any duty we already paid on re-import. Each item is passed through at cost, line by line. Service fees already rendered at dispatch are non-refundable.
Where the customs rejection or undeliverability is caused by an error on our side (mis-declared HS code, wrong invoice value, missing document we should have prepared), no deduction is made and we refund in full.
If you initiate a chargeback for a transaction before contacting us, the chargeback is treated as a refund request and resolved through the dispute process of whichever processor took the payment — Stripe for card payments, PayPal for PayPal payments. We strongly prefer that you contact us first; chargebacks lock the funds and slow resolution for both sides. We may suspend an account that has initiated multiple chargebacks without first contacting support.
What we submit in a dispute. Where you approved the piece at photo review under §2A, our response will include the photographs you were shown, the measurements, and the timestamp of your approval. That is the honest record of what you agreed to receive, and it is the main reason photo review exists. Where you did not approve and the parcel shipped on the five-day timeout, we say so plainly rather than presenting the timeout as your agreement.
Email support@vivyveil.com with the order number and a short description. We respond within two business days. Refund decisions are issued in writing by email and include a line-by-line breakdown of any deduction.
Nothing in this Policy limits or excludes any non-waivable consumer right that applies in your country or state of residence. If any rule above is in conflict with a mandatory consumer rule that applies to you, the mandatory rule prevails for your order.
Several rules above (§3(iv) on deposit refunds, §6 on defective or wrong-item shipments) turn on whether the piece "materially deviates" from what was disclosed. A deviation is material where it affects the identity, usability, or commercial value of the piece.
Material as a matter of course:
Not material:
We make the initial call from the pre-shipment inspection photographs and the photographs and account you provide. You may contest with your own photographs and, if you wish, an independent assessment from a tailor or authentication service. Where we still disagree, we jointly appoint an independent assessor and abide by their conclusion; the cost is on us where the assessor finds in your favour and shared otherwise.