Refund Policy
1. 100-Day Money-Back Guarantee
Your first qualifying order placed directly with Vivederm+ is covered by our 100-Day Money-Back Guarantee. You may request a return or exchange within 100 calendar days of the order's recorded delivery date if you're not satisfied.
The guarantee:
- Applies once per customer, to their first completed Vivederm+ order.
- Covers the qualifying product in that order, even if reasonably tried.
- Does not extend to subsequent orders or subscription renewal orders (see Section 2).
- Is subject to the eligibility requirements below.
Nothing here limits rights you have under applicable law.
2. Subscriptions and Renewals
By purchasing a subscription, you authorize us to automatically charge your selected payment method at the price and frequency shown at checkout, plus applicable taxes and disclosed shipping. Your renewal date and cancellation options are shown at checkout and in your account portal. We send a reminder email before each renewal.
Cancelling: through your account portal or by emailing info@vivedermplus.com, at least 24 hours before your next renewal date/time to stop the upcoming charge. We'll confirm once processed. Cancellation stops future renewals but does not cancel an order already past the disclosed deadline.
If a cancellation arrives after the deadline, that renewal order may already be processing and ineligible for a change-of-mind refund — except where:
- You cancelled before the deadline but were still charged;
- The charge was unauthorized or made in error;
- You were charged earlier than the disclosed date;
- The product was damaged, defective, incorrect, lost, or undelivered; or
- A remedy is required by law.
The 100-Day Guarantee applies only to the first order, not to renewals.
3. Return Eligibility
To qualify:
- Contact us within 100 calendar days of the recorded delivery date.
- It must be your first qualifying Vivederm+ order.
- Provide a valid order number or proof of purchase.
- The product must be new, unopened, or reasonably used for evaluation purposes.
Products that are empty, substantially consumed beyond a reasonable trial, altered, damaged, or returned in an abusive pattern may be ineligible. If we provide a prepaid label, give the package to the carrier within 14 calendar days of issuance unless we agree to extend that. A return won't be denied solely because the product was opened or tried.
4. Free Return Shipping
We cover return shipping for eligible returns (change of mind, damaged/defective, incorrect item, approved exchange) and charge no restocking fees. We'll provide a prepaid label where available, or return instructions and reimbursement arrangements where one isn't. Please contact us before self-shipping a return, as unauthorized shipping costs may not be reimbursed.
5. How to Request a Return or Exchange
Email info@vivedermplus.com with your order number, the product, and whether you want a refund or exchange. We'll send instructions and, where available, a prepaid label. A reason for the return helps us improve but isn't required for eligibility.
6. Refunds
Once we receive and inspect your return, we process it within 5 business days and email you the outcome. Eligible refunds include the purchase price, applicable sales tax, and original standard shipping (expedited/premium shipping fees are excluded unless the issue was our error). Refunds go to your original payment method; approvals may take a few business days to appear depending on your bank.
We'll only decline a refund when a return falls outside this policy (late request, unverifiable purchase, excessive use, policy abuse) and will explain why.
7. Exchanges
Eligible products from your first order may be exchanged, subject to availability. Email us, return the product with the prepaid label, and follow our instructions. Price differences are settled before shipment (you pay more, or we refund the difference). Subscription renewal orders aren't eligible for voluntary exchange, but damaged/defective/incorrect renewal items remain eligible for replacement or refund.
8. Damaged, Defective, Incorrect, Lost, or Undelivered Orders
Contact info@vivedermplus.com with your order number as soon as possible; photos may be requested. We'll arrange a replacement, refund, or other remedy at no extra cost to you. Please hold onto a damaged/incorrect product until we confirm whether we need it back.
9. Policy Abuse
We may decline fraudulent claims or documented abuse of this guarantee (e.g., repeated attempts across multiple identities), based on reasonably available evidence, without limiting any non-waivable legal rights.
10. Contact
Email: info@vivedermplus.com United States