Refund policy

Vivana Labs Limited

We want you to feel confident ordering from Vivana. This policy explains your right to return products, how refunds work, and how our 90-Day Satisfaction Guarantee applies. It sits alongside — and does not affect — your statutory rights under the Consumer Contracts Regulations 2013 (UK) and the EU Consumer Rights Directive 2011/83/EU.

Important: two separate policies apply

Our 14-day statutory cancellation policy and our 90-Day Satisfaction Guarantee are separate:

  • Under the 14-day statutory cancellation policy, supplements may only be returned if their primary product seal remains intact and they are unopened and unused.
  • The 90-Day Satisfaction Guarantee is a separate, voluntary commercial guarantee for qualifying first orders. It allows an eligible customer to receive a refund after using the product for 90 days. Opened or empty containers do not need to be returned under this guarantee.

The 90-Day Satisfaction Guarantee does not make opened products generally returnable and does not extend the statutory 14-day return window.

1. Your 14-Day Right to Cancel

If you are a UK or EU consumer, you may cancel your order within 14 days of receiving your products, for any reason. To do this:

  1. Tell us within 14 days of delivery by emailing support@vivanalife.com (a clear statement that you wish to cancel is enough).
  2. Return the products to us within 14 days of notifying us.
  3. Returns are accepted by post. Before sending a return, email support@vivanalife.com with your order number. We will provide the correct return address and return instructions. Please do not send returns to our registered office unless instructed to do so.
  4. Where you exercise your statutory 14-day right to cancel, we will also refund the cost of our least expensive standard delivery option. Additional amounts paid for express or premium delivery are not refundable, except where required by law.
  5. Keep your proof of postage.

We will issue your refund within 14 days of receiving the returned goods.

2. Condition of Returned Items Under the 14-Day Cancellation Policy

Because our products are food supplements, we can only accept returns that are:

  • Unopened and unused, and
  • In their original, sealed packaging in resaleable condition.

For hygiene and safety reasons, we cannot accept the return of opened or unsealed supplements. This does not affect your rights where a product is faulty or was sent in error.

3. Return Shipping Costs

You are responsible for the cost of return shipping unless the product is faulty or we made an error with your order — in which case we cover the return cost and provide a prepaid label.

4. Refunds

  • Refunds are issued to your original payment method.
  • Once we receive and inspect your return, we process refunds within 5 business days.
  • Your bank or card provider may take an additional 3–5 business days to post the refund to your account.

5. Damaged or Faulty Items

If your order arrives damaged or faulty, email support@vivanalife.com with your order number and clear photos of the issue. We will arrange a replacement or full refund at no cost to you, including return shipping.

6. Items Not Returnable Under the 14-Day Cancellation Policy

Under the 14-day cancellation policy, we cannot accept returns of:

  • Opened or used products
  • Products damaged by misuse
  • Free gifts or promotional items

This section does not apply to faulty, damaged, incorrect or misdescribed products. It also does not prevent an eligible refund claim under the separate 90-Day Satisfaction Guarantee in Section 8, under which opened or empty containers do not need to be returned.

7. Exchanges

We are happy to exchange a product for a different one, subject to availability and the return conditions above. Contact support@vivanalife.com to arrange an exchange.

8. 90-Day Satisfaction Guarantee — Refund Without Return of Used Containers

This is a voluntary commercial refund guarantee, not a 90-day general return policy and not an extension of the statutory 14-day cancellation period.

Our formulas need consistent use to show results, so we offer a 90-Day Satisfaction Guarantee. If you've genuinely given a product a fair 90-day trial and it hasn't worked for you, we'll refund that product in full.

Who's covered

  • Your first order only — one claim per customer, once.
  • Orders that include at least a 3-month (90-day) supply of the product you're claiming on — bought on its own or as part of a bundle, including our 3-month and 6-month supplies.
  • One product only. If you bought a bundle, the guarantee applies to a single product within it, refunded at the price you paid for that product (its share of the bundle price).

How it works

  1. Take the product as directed for a full 90 days.
  2. Within 2 weeks after your 90-day trial, email support@vivanalife.com with your order number to open a claim.
  3. Share your feedback to our team about how you got on.
  4. Opened, used or empty containers do not need to be returned and should not be posted back to us. If you purchased more than a 90-day supply, such as a six-month supply, any unused products remaining after the qualifying 90-day trial must be returned unopened, with their primary product seals intact.
  5. Once verified by our support team, your refund will be processed directly to your original payment method within 5 business days. Our team may follow up by email to offer personalized guidance on your routine. 

Conditions

  • First-time customers only; the product must have been used as directed for the full 90 days.
  • Refunds are issued only to the original payment method.
  • Claims linked to a name, address, email, or payment method already associated with a prior order or claim will be declined.
  • We may decline claims where we reasonably suspect misuse of this guarantee.
  • Returns are accepted by post. We will provide the correct return address and return instructions. Please do not send returns to our registered office unless instructed to do so.
  • Any return postage is at your cost.

9. How to Reach Us

Vivana Labs Limited 5th floor, 167–169 Great Portland Street, London W1W 5PF, United Kingdom

Support: support@vivanalife.com

EU Representative: Care4HU SAS, 18 Chemin de Jeandey, 33360 Latresne, France

Phone: +44 7463 3737 80 (whatsapp available)

Last updated: 27/08/2026