Viviglow Skincare is dedicated to providing outstanding products and services. We are delighted to offer you a range of quality products and services at good prices and we strive to make improvements to our business to ensure full customer satisfaction at all times.
We aim to please our customers and ensure they are totally satisfied with their order and experience. Due to the nature of our products, we cannot offer cash refunds on a purchase for hygienic/health concerns.
We will not accept any returns or exchanges of any altered, opened or used product. You can only exchange items that have not been dispatched to you yet and items that are still within our business premises.
Store credit can however be issued to you when necessary and this can apply to our services too.
If you have any suggestions or comments please contact us. Send an email to email@example.com
By making a purchase from our company and our company website you agree with the following.
- I can’t see the sizes/quantities of your products?
- Please click on “Additional Information” and the sizes will be displayed. (While we have made our website as compatible with most smart phones, some still do not display the quantity/sizes automatically)
- Make a selection and place your Order (Via our website)
- Pay for Your Order
- Once Payment is confirmed by us, we will process your order (Packaging and Shipping)
- Delivery of your order by our shipping partner concludes the transaction
Via the Website: Making a purchase could not be easier. Just browse our online shop and add items to your cart. Once you’re happy with your selection click on ‘Checkout’ and you will be taken through the checkout to complete the order.
- After payment has been confirmed by us your order will be processed and delivered subsequently.
- Presently, we do not offer the pay on delivery option; orders dispatched by our logistic partner are paid prior. Alternatively, you can call to request a pick up from any of our offices designed for pickup. An appointment can be arranged after you have made an order.
- We cannot arrange to meet you anywhere else but our pickup locations.
- Please ensure that the address details you supply are complete and correct. If the courier finds it difficult to deliver to you they will contact us and we will in turn contact you.
- Couriers apply significant fines and redirection fees to items that cannot be delivered due to incorrect or incomplete address details and cancellations. Any such fines, fees and subsequent redelivery costs will be passed on to you.
- If your goods have already been paid for an amendment can be affected IF your order has not yet been dispatched. In the event that a transfer to you is affected a banking surcharge will be deducted from your total.
- We will not accept liability for your amendment.
- I ordered online and want to cancel my order- To cancel, contact firstname.lastname@example.org or message us on WhatsApp 2349020257235 not more than 3 hours after your order was placed. After this time we might be unable to cancel your order, change your address, or change your order. If we are successfully able to cancel your order, a 10% of the item value will be subtracted from your refund to cover for costs incurred.If you request for a package to be delivered to a new location after it has been shipped, transfer charges will be deducted if it applies.
- If you become unavailable to receive your order and your order has already been shipped. Please contact us and we will retrieve your order from our logistic partners. However, you would be charged as follows:
- Postponed delivery to the next day: you may be charged an additional sum.
- Postponed delivery beyond the next day: You will be charged an additional sum the same value as your shipping fee
- Return (after a number of days has been exceeded): We will retain the initial value of your shipping fee to cover our shipping and returns cost as well as an additional charge for handling.
There are 2 ways of making payment
Online Bank Transfer: Please select the “Bank Transfer” when checking out. Your order will not be processed until payment has been confirmed.
Via Payment Gateway: this accepts all major credit and debit cards. You can pay through that gateway when you shop online.
If you have any glitches with a payment you have made please contact us immediately. A proof will usually be needed for this complaint to be processed with the bank.
There are two reasons why that could be the case.
- You imputed an incorrect email or
- Our email was reverted to your junk or spam folder. Please note: Some email packages have an automatic setting to delete junk mails on receipt. We would advise you to check your junk mail folder if you have contacted us or ordered products. .
If we do not hold sufficient stock to fulfill your order we will try to notify you. Should this happen we will always contact you before processing your order and you will have the right to cancel your order and we can offer you a refund. If you placed an order for items available on back order, please check the website for estimated delivery times for back ordered items.
Prices displayed are correct based on our current stock holding. Due to the current instability in global commodity markets and Nigeria’s currency and logistic instability, we reserve the right to amend our prices without prior notice. Our website is updated on a regular basis and since we are only human we have included this term to protect us in the event that any pricing mistakes have been made, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the rare case of a change of price, we will always contact you to let you know and confirm you wish to go ahead before we proceed with the order.
We want you to have the best experience and we have a quality control team that carefully examine every product before they are made, after they are made, and before they are packed and shipped out. We do this so that you get the best version of our product.
The items we sell are considered as hygienic products, therefore we cannot accept returns or offer refunds. If you think your item is defective or is not as shown in the pictures, you can exchange or repair it as long as you:
- did not open or use the product
- manipulate the product in any way.
Email us immediately at email@example.com to process an exchange. We will need to receive the product and examine it before your request for an exchange is approved. We reserve the right to decide whether the product is eligible for exchange.
If your request for an exchange is approved, you can request for a new product, get the same product exchanged, or get store credit that can be redeemed at any time. Please bear in mind that the time to approve an exchange can take as long as 30 days after you ship the product back to us.
We will not cover the cost of shipping for an exchange. and you may be required to pay a $10 restocking and handling fee for an exchange.
Please do not send your purchase back to any address other than the address provided by our team via email.
Terms of Exchange & Non-returnable Items
- If you got a defective item, after the product is returned to us, we will exchange or issue store credit that can be redeemed anytime.
- Items bought on sale or in situations where a discount was applied cannot be exchanged.
- For health reasons, we cannot provide exchanges on product that has been opened, used, or manipulated.
- To be eligible for an exchange, the products purchased must be in the original condition that they were delivered to you. Products that have been tampered with are not eligible for refunds.
- A 10% handling & restocking fee may be charged in the event an exchange is approved. *This fee can be waived if you prefer to get a Store Credit instead of a refund.
- You will cover the cost of shipping your item back to us and cost of shipping your order from our warehouse to you.
- If an item purchased became defective after use, we cannot provide an exchange.
- To be eligible for an exchange, you have to make a complaint to firstname.lastname@example.org within 7 days of the delivery window. You also need to ship the item within 7 days of a return address being provided to you.
- If your product is customized, we cannot provide an exchange as the purchase was customized for your own specific needs.
- Shipping fees cannot be refunded as store credit. Only the cost of the item can be refunded as store credit. And we do not cover the cost of return shipping even if your item meets the free shipping threshold mark. You are only eligible for free shipping on your initial purchase.
- You cannot request for more than 1 exchange per order. Every subsequent exchange after the first exchange on the same order is denied.
- Gift cards are non-refundable.
- Due to the hygienic nature of our products, we do not issue cash refunds under any circumstances as a precaution.
Will I be responsible for shipping of my exchange
Delivery charges will be paid by you. We will not give refunds for delivery charges incurred during original delivery, return or onward shipping charges of exchanged items.
How do I get my exchanged item or store credit
Once your return item is received and inspected, we will send you an email/direct message to notify you that we have received your returned item. We will also notify you of the approval or rejection of your request.
If your request is approved, then you will have the following options to choose from
- You get store credit that you can use at any point in the future
- Or you can exchange the returned item for the same item or another item at the same price or top up your payment to receive a new item.
Items that are exchanged do not include the shipping fee paid for the original order.
There are certain situations where an exchange or store credit will not be granted (if applicable)
- Any item not in its original condition
- Damaged items or items missing parts for reasons not due to our error.
- Any item that is returned more than 20 days after delivery or if we were not alerted of a need to exchange or return the item within 7 days of delivery.
If you refuse your shipment and the order is returned to us, it is considered a non-authorized return and we will not issue credit for your order. All orders are final, unless there is a problem with the product itself, and then we will work with you to resolve the issue. If you have any questions about this, please let us know at email@example.com
Ideally, payments are best confirmed immediately to give sufficient time for packaging as we have to deal with several orders. Pick-ups are made by our logistic partner by 8am every week day or every other day. If you pay after the next day’s order have been dispatched, your order will be shipped out the following delivery day or on the next available work day. Please note: Dispatches and Deliveries are usually only made on Monday’s- Fridays
- Shipping within Lagos Metropolis is as follows: (1-3 working days after payment and order is processed)
- Outskirts of Lagos: 1-7 working days (after payment and order is processed)
- West/North/East: 2-7 working days (after payment and order is processed)
- Outside Nigeria: 2-7 working days (after payment and order is processed)
Please note that all deliveries are made via third parties and are subject to their terms and conditions. Although we make our best efforts to get your order to you as quickly as possible we are not able to guarantee levels of delivery service and timescales for delivery. If we are aware of any delays in delivery times we will contact you immediately. If you are aware of any delays, please contact us immediately. Shipping out of Lagos and Nigeria is via our official logistics partner- DHL and prices displayed for DHL shipping are for 2kg, anything more than 2kg is at an extra cost and you will be contacted in this case. We also don’t ship more than 2.5kg out of Nigeria except you ship individually.
WHY DO WE CHARGE FOR SHIPPING?
Many companies out there like to offer “free shipping”. Is it really free? We are here to tell you that NO … it is most definitely not free. Each individual item is marked to a higher price tag to cover your shipping. Estimates are an additional $5+ per item to cover that. Purchased 3 items? That is an extra $15 they just charged for shipping that should only cost somewhere between $3-$9. Is it really free? … Here we price our products fairly and charge exact shipping or issue discounts or freebies when applicable. No hidden fees.
We are committed to providing you with an excellent service. To make a complaint or if you have any suggestions on how we can improve our service please contact us via text, call or email service. Any comments or complaints you make are treated in the strictest confidence and will be dealt with quickly and efficiently.
Viviglow does not disclose buyers’ information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.
Cookies are used on this shopping site where they are strictly necessary for the site functionality. They are used to aid navigation, and to keep track of the contents of your shopping cart. If you log in to an account, your logged-in status is recorded in a temporary cookie. If you select the ‘Remember Me’ Option in the checkout, a cookie will be used to remember your details. You can turn off cookies by blocking them in your browser Privacy settings.
Data collected by this site is used to:
1. Take and fulfil customer orders.
2. Administer and enhance the site and service.
3. Only disclose information to third-parties for goods delivery purposes.
If your order is lost in the post and you selected the package/route protection/insurance feature on our site, that will cover your replacement and this is according to the timescale designated by the chosen courier for items to be considered lost or we issue store credit when applicable.
VIVIGLOW SKINCARE WILL NOT cover the replacement of, or issue a refund for packages that are lost, damaged, or miss-delivered, where insurance has been declined.
We realize that no one “wants” to pay for insurance, but with the state of delivery today we feel it is mandatory. Remember, once a carrier (Fedex, DHL USPS) marks a package as “delivered”… their part ends there. We have no recourse without insurance.
Please review your order when you receive it and send us a report within 48hrs if you notice that an item is missing. We have laid down processes to prevent this from occurring but we do accept the fact that we aren’t perfect and neither do we live in a perfect world – human error (as well as machinery) isn’t perfect. We hope this is a fact you understand and bear with. Don’t worry, we will send a refund to you to cover the outstanding when necessary. Either way would be at our discretion. Thanks for understanding.
We reserve the right to refuse an order even after payment has been made. In such a case a full refund will be issued. This will happen based on our discretion and might come with or without an explanation.
Viviglow Skincare is not responsible for verifying each country’s import regulations. Please double check before ordering to make the receiving country will accept our parcel. All customs forms are accurately represented with each product. If a package is returned to us refused – we will refund the product price only. Shipping fees are paid to carriers and are forfeited.
WHY ARE THERE: Levy fees / Import fees / Vat Fees / Customs fees / Duties?
Charging fees on imported goods is a way of protecting countries against cheaper products from third countries. We have no control over fees that may arise if you are purchasing from outside NIGERIA OR USA. No part of your order total will reflect pre-paid fees of any kind. We have no role in this other than providing export papers with your items purchased and their prices. This is done automatically and we will not change prices to make your fees less.