Return & Refund Policy
Business Information
Vivarune™ Company Details
Chaoyang District, Changchun City
Return & Refund Policy
Straightforward Returns. Clear Support.
We want your Vivarune™ purchase to be easy to understand from checkout through after-sales support. This policy explains when a product may be returned, how to request a return, who is responsible for return shipping, where approved returns should be sent, and when approved refunds are issued.
At a Glance
Know What to Expect Before Starting a Return
Return requests should always be submitted to our customer support team before any product is shipped back.
30-Day Return Window
Eligible products may be returned within 30 calendar days after delivery.
Approval Required
Contact us before shipping anything back. Unauthorized returns may not be accepted.
Refund to Original Method
Approved refunds are issued to the original payment method.
Return Window
Eligible products may be returned within 30 calendar days after the order has been delivered. Requests submitted after the return window may not qualify for a standard return unless otherwise required by applicable law.
Return Eligibility
For a standard preference-based return, the product should be in a condition that allows it to be inspected and reasonably resold.
✓ Generally Eligible
- Returned within 30 calendar days after delivery
- Unused and in its original condition
- Original packaging is included
- Included accessories, manuals, cables, components, and other supplied items are returned
- Receipt, order confirmation, or other proof of purchase is available
⚠ May Not Qualify
- Products showing damage caused by misuse, unauthorized modification, or improper handling
- Products missing major accessories or components
- Products returned outside the applicable return window
- Items clearly marked as Final Sale where legally permitted
- Customized or personalized products, if offered, unless defective or incorrect
How to Request a Return
Please contact us before sending your product back. This allows our support team to review the request and provide the correct return instructions.
Contact Support
Email service@vivarune.com and tell us that you would like to request a return.
Provide Order Details
Include your order number, the product involved, and the reason for the return.
Add Evidence if Relevant
For damaged, defective, or incorrect products, include clear photos or video where appropriate.
Follow Return Instructions
If your request is approved, we will provide the applicable return address and shipping instructions.
Return Address
Important
Do Not Automatically Send Returns to Our Registered Business AddressReturn routing may depend on the product, order, and fulfillment location.
Our registered business address is:
Jilin Zhide Network Technology Co., Ltd.
Room 1123, Building 1, No. 8 Xi'an Avenue,
Chaoyang District, Changchun City
This address should not be used as a return destination unless our customer support team specifically instructs you to do so.
Once your return request is reviewed and approved, we will provide the appropriate return warehouse address and return instructions for your order.
Return Shipping Costs
Responsibility for return shipping depends on the reason for the return.
Preference-Based Returns
If you are returning an eligible product because you changed your mind, ordered the wrong item, or no longer want the product, you are generally responsible for the return shipping cost.
Damaged, Defective or Incorrect Items
If the product arrives damaged, defective, incorrect, or materially different from the product description, we will provide an appropriate replacement, refund, prepaid return method, or other return solution at no additional return-shipping cost to you.
Damaged, Defective or Incorrect Products
Please inspect your order after delivery. If something is wrong, contact us as soon as possible so we can review the issue while the shipment and product information are still readily available.
What to Send Us
- Your order number
- The affected product name
- A short explanation of the problem
- Clear photos of visible damage where relevant
- Video evidence where it helps demonstrate a functional issue
Possible Resolutions
- Replacement where appropriate
- Refund where appropriate
- Return authorization and instructions
- Other reasonable resolution based on the verified issue
Exceptions & Non-Returnable Items
Certain categories may have additional restrictions where applicable. These restrictions do not remove rights that may apply to defective, damaged, incorrect, or materially misdescribed products.
Customized Products
Personalized or custom-made products, if offered, may not qualify for preference-based returns once production has started unless there is a verified defect or fulfillment error.
Final-Sale Products
Products clearly identified as Final Sale before purchase may not qualify for preference-based return where permitted by applicable law.
Gift Cards
Gift cards, if offered by our store, are generally not returnable or redeemable for cash except where required by law.
Misuse or Unauthorized Modification
Damage caused after delivery by misuse, improper installation, unauthorized modification, or use contrary to product instructions may not qualify as a product-defect return.
Exchanges
To reduce delays and inventory mismatches, we generally handle exchanges through a return-and-reorder process.
Request the Return
Contact us and follow the applicable return process for the original item.
Return the Product
Send the approved return to the address supplied by our support team.
Complete the Return
Once the return is received and reviewed, the applicable refund process can begin.
Place a New Order
If you want another model or version, place a new order for the product you prefer.
European Union – 14-Day Cooling-Off Period
If an eligible order is shipped to a consumer in the European Union, the customer may have the right to cancel or return the order within 14 days without providing a reason, subject to applicable legal requirements and exceptions.
Standard Conditions
- The item should be returned in its original condition
- Original packaging and supplied accessories should be included
- Proof of purchase should be provided
- Any applicable statutory exceptions remain in effect
Refund Processing
Once an approved return reaches the designated return location, it will be reviewed before the refund is finalized.
Return Received
The returned item is received at the authorized return location.
Inspection
We review the returned product and confirm whether the return meets the applicable requirements.
Refund Issued
If approved, the refund is issued to the original payment method.
Order Changes & Cancellations
If you need to request an address correction, order modification, or cancellation, please contact us as early as possible.
Within 12 Hours
Please email service@vivarune.com within 12 hours after placing your order if you would like to request a cancellation or change.
After Fulfillment Progresses
We will make reasonable efforts to accommodate eligible requests, but changes or cancellations cannot be guaranteed once fulfillment has progressed or the order has already been dispatched.
Return & Refund Support
Need Help With a Return?
Please include your order number and a short description of your request when contacting us. For product problems, photos or videos may help us review the issue more efficiently.
Clear Returns. Clear Support.
We're Here When Something Doesn't Go as Planned
Whether you have a question about eligibility, a product arrived damaged, or you need help starting an approved return, contact service@vivarune.com. Our goal is to give you clear instructions and an appropriate resolution based on your order and the reason for the request.