Any product returned to us must have an RMA form included. To arrange a return please email us: sales@vivotechnology.net. When a return has been approved, you will be given access to an RMA form which must be filled-out and included with the item being returned. If a product is returned to us without an RMA form, we reserve the right to hold your return until you contact us to give us the needed information to process the return. The RMA form issued can only be used for the order for which it was issued; it cannot be used to return other products that have not been approved by Vivo for return.
Items that are ordered in error or not needed after receipt can be returned for a refund, less a restocking fee on the item's price; we will not refund the shipping charges. The restock fee for returned items is typically 10-20% depending on the return. You will be informed prior to returning the item(s) what restock fee will apply to your order. Requests to modify your order (such as change your shipping address) or cancel your order after payment has been submitted will be subject to an additional charge in order to compensate for the time involved in cancelling a processed and/or fulfilled order. This charge is customarily a 10% restocking fee, but may vary depending on the nature of the order. The charge may be assessed upon request prior to cancellation. If the order has already shipped, no modifications can be allowed.
If you receive a part you suspect is defective, please contact us and we will work with you and ask you some troubleshooting questions to try to help you determine what is wrong. Upon receiving your replies we can usually send out a replacement item for you at no cost. If this is done, you would need to send back the defective part once you receive the newly shipped replacement part. You are free to return the part in any manner you wish; this would not be paid for by VIVO TECHNOLOGY. It is important that the package is received within 14 days from the date we authorize the return. THE RETURN PERIOD STARTS FROM THE DATE THAT THE CARRIER SHOWS THE ITEM WAS DELIVERED. If we are notified of a problem after the return period ends, we are not able to allow a return! Things that void a warranty are physical abuse of the item, improper use, failure to return all the pieces/parts, any permanent alterations, and swearing/threatening customer service. Please don't throw anything away as packing will be needed to file a damage claim. If your item arrives damaged and you do not keep the box and packaging, the claim will most likely be refused by the shipping company so we won't allow a return.
If you have a problem with your order, PLEASE contact us (sales@vivotechnology.net) so we can help you, rather than contacting your credit card issuer or starting a dispute with PayPal or Google Checkout. Once PayPal/Google Checkout or a credit card issuer is involved, we are limited on how much we can assist you, and may not be able to give you the support you desire. Once a chargeback or dispute has been filed, we are not in charge of the outcome.
*If the shipping carrier returns a package to us (undelivered, refused, etc.), we will contact you and let you know that we have received the package. You will have the opportunity to make any address corrections, if necessary, and the item can be reshipped (at your expense) if you choose.
