Overview

Vivariom prints products after an order is placed, but standard catalogue products remain standard products selected from Vivariom’s predefined artwork and size options. For consumers who benefit from the statutory European Union / French right of withdrawal, the rules below therefore apply to standard catalogue products.

1. 14-day right of withdrawal

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason, except where a statutory exception applies.

The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receives the goods.

To exercise your right of withdrawal, you must inform Vivariom of your decision before the withdrawal period expires by sending a clear and unambiguous statement by email to contact@vivariom.com.

Please include your full name, order number and the product(s) concerned so that we can identify your order and process your request.

After notifying us of your withdrawal, you must return the relevant product(s) within 14 days. We will provide you with the appropriate return address and return instructions after receiving your request.

Unless otherwise required by applicable law, the direct cost of returning the goods is your responsibility.

Returned products must be handled only to the extent necessary to establish their nature, characteristics and functioning. You may be responsible for any reduction in value resulting from handling beyond what would reasonably be permitted when examining the product in a physical store.

If you validly exercise your right of withdrawal, we will refund all payments received from you for the returned product(s), including the cost of our least expensive standard delivery method where required by law. Any additional delivery costs resulting from your choice of a more expensive shipping method are not refundable.

The refund will be made using the same payment method used for the original transaction, unless otherwise agreed. We may withhold the refund until we have received the returned goods or until you provide evidence that they have been sent back, whichever occurs first.

The statutory right of withdrawal does not apply where an exception provided by applicable law applies, including, where relevant, goods made to the consumer’s specifications or clearly personalised.

2. Damaged, defective or incorrect orders

If your order arrives damaged, contains a printing or manufacturing defect, or is different from what you ordered, contact contact@vivariom.com as soon as possible.

• Include your order number.

• Describe the problem.

• Where possible, attach clear photographs of the product, packaging and shipping label.

Depending on the situation, Vivariom will arrange the legally appropriate remedy, which may include replacement, repair where appropriate, price reduction or refund.

These remedies are separate from, and do not limit, your statutory legal guarantees.

3. Order mistakes and change of mind after the withdrawal period

Please check the artwork, size and delivery details before confirming your order. After the statutory withdrawal period has expired, Vivariom does not offer a general commercial return right for a simple change of mind or a customer ordering mistake, unless Vivariom expressly agrees otherwise.

This does not affect your rights where the product is damaged, defective, incorrect or otherwise non-conforming.

4. Refund timing and method

For a valid statutory withdrawal, Vivariom will reimburse the sums required by law using the original payment method, unless you expressly agree otherwise.

The refund will be initiated no later than fourteen (14) days after Vivariom is informed of your withdrawal. For returned goods, Vivariom may wait until the goods are received back or until you provide evidence that they have been sent back, whichever occurs first.

Where required by law, the refund includes the cost of the least expensive standard delivery method offered for the order. Any additional cost caused by your choice of an upgraded delivery method is not reimbursed beyond the standard-delivery amount.

5. Legal guarantees

Nothing in this policy limits the legal guarantee of conformity or the legal guarantee against hidden defects available under applicable law.

For assistance, contact contact@vivariom.com.