Refund and Returns Policy

Refund and Returns Policy

Last updated: [Insert Date]

At Vivavasca, we source and import wellness fixtures — shower systems, jacuzzis, bathtubs, steam & sauna rooms, and accessories — directly from manufacturing partners in China and Turkey, on a made-to-order and bulk-supply basis. Because most orders are placed against specific project or dealer requirements, our refund and returns process works differently from standard off-the-shelf retail. Please read this policy carefully before placing an order.

1. Order Confirmation & Cancellation

  • Orders are confirmed once you have approved your quote and paid the applicable token/advance amount.
  • Before shipment/production begins: You may cancel your order and request a refund of your token amount, subject to a deduction of [Insert %, e.g. 5-10%] to cover processing and any supplier commitments already made.
  • After production or shipment has begun: Orders cannot be cancelled, as fixtures are sourced and shipped specifically against your confirmed order. In such cases, no refund will be issued except where covered under Section 2 (Damaged or Defective Items).

2. Damaged, Defective, or Incorrect Items

We inspect every shipment before it leaves the factory, but if your order arrives damaged, defective, or different from what you confirmed:

  1. Inspect your delivery at the time of receipt, wherever possible, before signing for it.
  2. Report the issue within [Insert number, e.g. 48-72] hours of delivery, with clear photos/video of the product, packaging, and any visible damage, sent to [Insert Email] or via WhatsApp at [+91 84338 61643].
  3. Our team will review your claim and, once verified, offer one of the following at no additional cost to you:
    • Replacement of the damaged/defective part or unit
    • Repair support (where feasible)
    • A full or partial refund, depending on the nature of the issue

Claims reported after this window, or without adequate photo/video evidence, may not be eligible for replacement or refund, as it becomes difficult to establish whether damage occurred in transit or after delivery.

3. Non-Returnable Items

Because our products are imported and, in many cases, customized or ordered in bulk for specific projects, the following are not eligible for return or refund once dispatched:

  • Products that have been installed or used
  • Custom finishes, sizes, or configurations ordered outside our standard catalogue
  • Bulk/project orders once production has commenced
  • Accessories, fittings, or parts removed from original packaging and not defective

4. Refund Processing

  • Approved refunds are processed to your original payment method within [Insert number, e.g. 10-14] business days of approval.
  • For bank transfer or UPI payments, refunds are issued to the same account/UPI ID the payment was made from.
  • Original shipping, logistics, and import-related charges are non-refundable, except where the return is due to our error (wrong item shipped, verified defect, or damage caused before delivery).

5. Warranty vs. Refund

Please note that manufacturer warranty claims (e.g. pump motors, electronic components, finish defects appearing after installation) are handled separately under our product warranty terms, not under this Refund and Returns Policy. Contact us with your order details and we’ll guide you through the applicable process.

6. How to Start a Claim

To report a damaged, defective, or incorrect item, or to request a cancellation:

  • WhatsApp: +91 84338 61643
  • Email: vivavasca@gmail.com
  • Include: Order number, product name, photos/video of the issue, and delivery date.

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