Refund policy

Last updated: October 27, 2026

30-Day Returns We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for any reason. This goes beyond the 14-day right of withdrawal you have under EU consumer law.

To be eligible for a return, your item must be in the same condition that you received it: unopened, sealed, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to Start a Return To start a return, you can contact us at vividrecoverylabs@gmail.com.

If your return is accepted, we will send you instructions on how and where to send your package. Please note that for voluntary returns (change of mind), the customer is responsible for the return shipping costs.

Return Address: VIVID RECOVERY, S.L. C/ de Francisco Silvela, 88, Esc. 1, Puerta F 28002 Madrid, Spain

Items sent back to us without first requesting a return will not be accepted.

Damages and Issues Please inspect your order upon reception and contact us immediately (within 48 hours) if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. In cases of defective or damaged goods, VIVID will cover the return shipping costs or provide a replacement at no charge.

Exceptions / Non-returnable Items Certain types of items cannot be returned, specifically:

  • Perishable goods (such as food or dietary supplements) that have been opened or unsealed.
  • Hygiene Goods: For health protection and hygiene reasons, we cannot accept returns of dietary supplements if the safety seal has been broken or tampered with after delivery.
  • Custom products (such as special orders or personalized items).
  • Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

  • If approved, you’ll be automatically refunded on your original payment method within 10 business days.
  • Please remember it can take some time for your bank or credit card company to process and post the refund too.
  • If more than 15 business days have passed since we’ve approved your return, please contact us at vividrecoverylabs@gmail.com.