Refund policy
30-Day Return Policy
We have a 30-day return policy. This means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unused, undamaged, with all original accessories, manuals, tags, and packaging. You will also need your receipt or proof of purchase.
To start a return, contact us at vivasprie@gmail.com with your order number, product name, reason for return, and clear photos or video if the item is damaged, defective, or incorrect.
Please do not send items back before contacting us. If your return is accepted, we will provide instructions on where and how to send your package. Items sent back without first requesting a return may not be accepted.
Return Address
The return address will be provided by email after your return request is reviewed and approved. Because return locations may vary by product type, supplier, and destination country, please contact vivasprie@gmail.com before sending any item back.
Damages and Issues
Please inspect your order when it arrives. If the item is defective, damaged, missing parts, or if you received the wrong item, contact us as soon as possible at vivasprie@gmail.com. Include your order number, product name, clear photos or video, and a description of the issue so we can review it and help provide a suitable solution.
Compatibility and Installation
Smart home products may vary by selected version, protocol, app, gateway requirement, installation environment, and connected devices. Before purchasing, please review the product description, product images, compatibility notes, package contents, and installation requirements carefully.
Returns may be limited if an item has been installed, used, damaged, modified, or is missing original parts or packaging.
Non-Returnable Items
Certain items may not be eligible for return, including used or installed items, damaged items caused by misuse or incorrect installation, opened personal-use items where applicable, gift cards, clearance items, and items marked as final sale.
If you are unsure whether your item can be returned, contact us at vivasprie@gmail.com before sending it back.
Exchanges
The fastest way to get the item you want is to request a return for the original item first. Once the return is approved, you can place a new order for the replacement item.
Refunds
We will notify you after we receive and inspect your return. 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 need additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, contact us at vivasprie@gmail.com.
European Union 14-Day Cooling-Off Period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without a justification, subject to applicable law. The item must be in the same condition that you received it: unused, undamaged, with all original accessories, manuals, tags, and packaging. You will also need your receipt or proof of purchase。