At La Vivente New Zealand, we want you to love what you bought — but we understand that sometimes things don’t work out. Below are the terms that apply to returns, exchanges, refunds and related conditions.

Eligibility for Returns & Exchanges

• You may return or exchange items that were purchased online with us within 30 days of receiving your order, provided the items are:
  • Unworn, unwashed and unused
  • In their original condition with all tags and labels attached
  • In the original packaging, where reasonably possible
    This helps ensure the item is in a resaleable condition.
• Sale or promotional items may be final sale or eligible for exchange/store credit only, at our discretion.
• Items that cannot be resold for hygiene reasons (e.g., undergarments, swimwear without hygiene seal) may not be eligible for returns, unless faulty.

Returns & Refunds Process

1. Request a Return:
   Contact us at laviventenz@gmail.com or via WhatsApp 020 433 6789 with your order number, reason for return, and whether you’d like a refund, exchange or store credit.
2. Return Shipping:
   Unless the item is faulty or we sent an incorrect item, return shipping costs are generally paid by the customer.
3. Condition of Returned Items:
   Returned items must meet the eligibility criteria noted above. Items that are worn, washed, or otherwise not in original condition may be refused.
4. Refunds:
   Once we receive and inspect your return, approved refunds will be issued to the original payment method within 5–10 business days of receipt.
5. Exchanges / Store Credit:
   If you choose an exchange or store credit, these will be processed once your return has been received and approved.

Faulty or Incorrect Items

If your item arrives faulty, damaged or different from what you ordered, please contact us at laviventenz@gmail.com within 7 days of receiving the order.
We will arrange for a return, replacement or refund at no extra cost to you (including return shipping in most cases), in accordance with the NZ Consumer Guarantees Act and fair returns best practice.

Refund Timing

Refunds are usually processed within 5–10 business days of receiving the returned item. It may take additional time for the refund to show in your account, depending on your bank or payment provider.

How to Return Items

• Packaging: Securely re-pack the item to avoid damage in transit.
• Shipping: Use a traceable shipping method (we recommend tracked shipping).
• Return Address: We’ll provide the appropriate return address when you confirm your return.

Consumer Rights

This policy is in addition to your rights under the New Zealand Consumer Guarantees Act and other applicable laws. If a product is faulty, you have legal rights regardless of this policy.