Email:info@ivivalaser.com

Return Policy

IVIAV Laser Return & Refund Policy

1) Return Window (30 Days)

IVIAV Laser offers a 30-day return guarantee, calculated from the date you receive the product.

2) When Returns Are Accepted

You may request a return or exchange within 30 days if one of the following applies:

  • The item is damaged upon arrival.

  • The item received is different from what you ordered or parts/accessories are missing.

  • The item is expired when received (if applicable).

Important: If your item is damaged or incorrect, please contact us on the day of delivery so we can resolve it quickly.

3) Return Eligibility Conditions

To be eligible for a return:

  • Items must be unused, in original condition, and in original packaging.

  • Proof of purchase (order number/receipt) is required.

  • You must obtain return authorization from our customer support team before shipping anything back. Returns sent without authorization may not be processed.

4) Non-Returnable / Non-Refundable Items

  • Sale/discounted items may be non-refundable.

  • Items that are opened, used, or damaged due to customer handling may not be eligible for return or replacement.

(For laser devices, you may further specify exclusions such as consumables, gels, protective eyewear, activated/bound devices, etc.)

5) Return Shipping Costs

  • If the return is due to customer reasons (e.g., change of mind), the customer is responsible for return shipping costs.

  • If the return is due to our error (e.g., damaged item, incorrect item), IVIAV Laser will cover return shipping or provide a prepaid label where available.

  • Shipping fees are non-refundable.

6) How to Start a Return

  1. Contact IVIAV Laser Customer Support to request a Return Authorization:

  2. Provide:

    • Order number

    • Photos/videos (if damaged or incorrect)

    • Serial number (if applicable)

  3. After approval, we will send return instructions and the correct return address.

Returns shipped without authorization may not be accepted or processed.

7) Refund Processing

Once your return is received and inspected, we will notify you of approval or rejection. If approved, your refund will be issued to your original payment method.

8) Late or Missing Refunds

If you have not received your refund:

  1. Recheck your bank account/payment account.

  2. Contact your credit card company (posting can take time).

  3. Contact your bank (processing time may apply).

If you’ve done all of the above and still need help, contact us:

9) Exchanges

To request an exchange, please contact us using the details below to receive instructions:

10) Order Cancellation (Within 24 Hours)

You may request an order cancellation within 24 hours after placing the order:

  • If your cancellation request is made within 24 hours and the order has not shipped, we will cancel it.

  • If the order has already shipped, it cannot be canceled. However, you may request a return after delivery if eligible under this policy.

Contact Information

IVIAV Laser Customer Support
Email: eric@viva-laser.com
Phone: +86 177 1852 6963
WhatsApp: +86 177 1852 6963