Return & Refund Policy

We want every Vivienne experience to be as enjoyable as the moments our glasses are made for. If something isn't right with your order, we're here to help.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be unused, in the same condition that you received it, in its original packaging, and accompanied by the receipt or proof of purchase.

To begin a return, simply contact us at primekool.global@proton.me. Once your request has been reviewed, we'll provide detailed return instructions, including the appropriate return address, if applicable.

Please do not send items back without contacting us first. Returns received without prior authorization cannot be accepted.

Damages and Issues

Please inspect your order as soon as it arrives. If your item is damaged, defective, or you receive the wrong product, contact us promptly so we can evaluate the issue and make it right.

Non-Returnable Items

Items damaged due to misuse, improper handling, or normal wear after delivery are not eligible for a refund.

Sale items and gift cards are not eligible for returns or refunds.

If you're unsure whether your item qualifies for a return, we're always happy to help.

Exchanges

The fastest way to receive a different item is to return the original product. Once your return has been accepted, you may place a new order for the replacement item.

European Union 14-Day Cooling-Off Period

If your order is delivered within the European Union, you have the right to cancel or return your purchase within 14 days, for any reason and without justification.

The returned item must be unused, in the same condition in which it was received, in its original packaging, and accompanied by proof of purchase.

Refunds

Once we receive and inspect your returned item, we'll let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to process and post the refund.

If you have not received your refund within 15 business days after approval, please contact us at primekool.global@proton.me.