We’ll gladly accept returns or exchanges for VivantSkinCare.com purchases. However, all returns must be pre-approved by a customer service representative.

CUSTOMER SERVICE

Phone: 1-800-984-8268 or customerservice@vivantskincare.com

Monday – Friday between 9:0 am - 5:00 pm EST (6:00 am - 2:00 pm PST)

Please contact the Customer Service Department with all of your concerns regarding complaints.

When sending an e-mail or calling, have the invoice #, lot #, product size, a brief description, and the best time and phone number to reach you.

RETURN AUTHORIZATION (RA)

All returns, regardless of reason, need a Return Authorization (RA). Unauthorized returns will be discarded and no credits issued. Call Customer Service to obtain a Return Authorization (RA). Return Authorization (RA) expires 15 days from the issued date.

RETURNS

Returns for any reason, other than defect, must be made within 30 days from receipt of the order and are subject to a 25% restocking fee. Vivant Skin Care Professional is responsible for the return shipping charges. Lot # must be provided to customer service. Product must be resalable, unopened, unused, no stickers, scratches or other defining marks with a copy of the RA issued. Returns made in compliance with this policy will receive a credit issued to the Vivant Skin Care Professional’s account. No additional discounts will be given.

VIVANT CREDIT ONLY

Refunds will be issued in the form of a credit to the Vivant Skin Care Professional’s account. No cash, check or credit card refunds will be issued.

CONSUMER RETURNS

The best way to avoid consumer returns is to thoroughly educate your clients on the proper use of Vivant products. However, if you do receive a return, please accept it graciously. Call Customer Service to obtain a RA (Return Authorization).

The returned product must be sent to Vivant within 15 days of the consumer return, accompanied by the consumer sales receipt, and a brief explanation. A credit will be issued to the Vivant Skin Care Professional’s account. No additional discounts will be given. Please note that you will receive a credit for the wholesale price, not the retail price, shipping costs, or taxes charged to the consumer.

EXPIRED PRODUCT

Returns on expired items will not be accepted as they are not eligible for refund. The Vivant Skin Care Professional is responsible for rotating and maintaining their stock.

DEFECTIVE PRODUCT

The quality of our products is of utmost importance. Although defects are rare, we need to know at once if there is one. Call Customer Service with a brief explanation and lot # of the product to receive a RA. Once the product is received, we will send the product out to be tested by the lab. Please allow at least 2 weeks for a response. Please note that expired product is not considered defective.

DAMAGED SHIPMENT

Product damaged in shipment must be reported to Vivant within 48 hours from the delivery date. Be sure to keep the damaged products in the original shipping carton. Vivant will send a replacement of the damaged products only, no substitutions or additional discounts. Vivant will contact carrier to schedule the required carrier damage inspection and claim for reimbursement. The Vivant Skin Care Professional must return damaged goods with the provided Return Authorization (RA) within 15 days. If products are not returned, the product costs will be applied to the Vivant Skin Care Professional’s account.

SIGNATURE UPON DELIVERY

Carrier will require a signature upon delivery, unless Signature Waiver on Application Form is signed. By signing the Signature Waiver section of the Application Form, the account holder is accepting full responsibility for the shipment. For example, if the package is opened and/or stolen from the shipping address, Vivant will not be held responsible for the loss and will not replace with new merchandise.

UNDELIVERABLE AND REFUSED SHIPMENTS

In the case that an order is returned, due to it being refused or if no one is there to accept it, a 25% restocking fee plus applicable re-shipping costs will be applied to the Vivant Skin Care Professional account. New shipping charges will be incurred to re-send the shipment. Subsequent shipments will be held until the Vivant Skin Care Professional account balance is cleared.