Return Policy

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Overview

Vivoback is committed to customer satisfaction. This Return Policy outlines the terms and conditions for returns, refunds, and cancellations related to our garden lighting and irrigation system services and products.

Service Cancellations

Service cancellations must be requested in writing. Cancellation policies vary based on project stage:

• Before Work Begins: Full refund of any deposits, minus any non-refundable design or consultation fees as specified in your service agreement.
• During Installation: Partial refund based on work completed. Materials already installed or customized cannot be returned.
• After Completion: Services are considered complete and non-refundable, except as covered by warranty provisions.

Product Returns

Unused, unopened products in original packaging may be returned within 30 days of purchase for a full refund, subject to the following conditions:

• Products must be in original, unopened packaging
• Custom or special-order items are non-returnable unless defective
• Return shipping costs are the responsibility of the customer unless the product is defective
• A restocking fee may apply to certain items

Defective Products

Products found to be defective will be replaced or refunded at no cost to the customer. Please contact us immediately upon discovering any defects. Defective products must be returned within the warranty period specified in your service agreement.

Warranty Claims

Warranty claims are handled separately from returns. If you experience issues covered under warranty, please contact us to schedule a service call. Warranty terms are specified in individual service agreements and typically cover workmanship and materials for a specified period.

Refund Processing

Approved refunds will be processed within 10-15 business days to the original payment method. Processing times may vary based on your financial institution.

Non-Refundable Items

The following items and services are generally non-refundable:

• Custom-designed lighting or irrigation systems
• Labor costs for completed installation work
• Consultation and design fees (unless otherwise specified)
• Products that have been installed, used, or modified
• Special-order or custom-manufactured items

Return Process

To initiate a return or cancellation:

1. Contact us via phone or email to discuss your request
2. Provide your service agreement number or purchase information
3. Receive return authorization and instructions
4. Ship items (if applicable) using the provided instructions
5. Allow 10-15 business days for refund processing

Disputes

If you are not satisfied with a resolution, please contact us to discuss your concerns. We are committed to finding fair solutions for all parties involved.

Contact Us

For questions about returns, refunds, or cancellations, please contact us at:

Email: comers@vivoback.world
Phone: +441174540002
Address: 5 Broadmead, Bristol BS1 3HF, United Kingdom

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