Refund policy

At Nono by Vivi, each product is illustrated by an independent Swiss artist and printed on demand especially for you after your order is confirmed. This production method allows us to avoid overproduction and offer original, high-quality creations.

Returns

Due to their made-to-order nature, our products generally cannot be returned or exchanged in the event of:

change of mind;
error in the choice of size, color or model;
preference .

We invite you to carefully review the product descriptions, size guides and features before placing your order.

Defective products or order error

If your order has a manufacturing defect, was damaged during transport, or you received a different item than the one ordered, please contact us within 30 calendar days of the delivery date indicated by the carrier.

Thank you for sending us:

your order number;
a description of the problem;
one or more photographs clearly showing the defect.

To ensure your request is processed as quickly as possible, please include all the requested information. We may ask you for additional details if needed. Without the aforementioned information, your claim cannot be processed.

After verification, we will offer you, depending on the situation, a product replacement or a refund.

The customer is responsible for the accuracy of the delivery address provided when placing the order. Nono by Vivi cannot be held liable for any delays, losses, or additional costs resulting from an incomplete or incorrect address.

You can contact us at:

contact@nonobyvivi.com

Product return

No returns should be made without our prior agreement.

If a return is necessary, we will provide you with instructions and the appropriate return address.

When a return is accepted due to a reason attributable to Nono by Vivi or our manufacturing partner, any return shipping costs will be covered by Nono by Vivi. In all other cases, return shipping costs remain the responsibility of the customer, unless otherwise required by law.

Parcels returned without prior authorization cannot be processed.

Refunds

Upon receiving your request, we will review it to ensure it meets the conditions outlined in our return policy. This process may take 10 to 15 business days (calculated based on Swiss business days and Zurich time), particularly when checks need to be carried out with our manufacturing partner.

If your request is accepted, the refund will be issued to the payment method used for the purchase within 5 to 10 business days . (calculated according to working days and the Swiss time zone, Zurich time), after validation of your application.

We reserve the right to refuse a refund or to apply a partial refund when the conditions set out in this policy are not met, subject to applicable legal provisions.

Once the refund has been made, the time it takes for the funds to appear in your account depends on your bank or payment institution and may vary according to their processing times.

Right of withdrawal

If the applicable legislation in the customer's country of delivery grants them a right of withdrawal, this right applies in accordance with the applicable legal provisions.

However, certain products made to order or produced according to customer specifications may be excluded from the right of withdrawal where provided for by law.

For any questions regarding your order or a return request, you can contact us at any time at: