Return & Refund Policy

We want you to shop with confidence. If something isn't right, our simple 7-day return & refund policy has you covered.

1. Eligibility for Returns

To be eligible for a return or refund, your item must meet the following conditions:

• The return is requested within 7 days of you receiving the order.
• The item is unused and in the same condition that you received it.
• The item is in its original packaging with all accessories, cables, manuals, and free gifts included.
• You can provide proof of purchase (your order number or the phone number used to place the order).

2. Items That Cannot Be Returned

For hygiene, safety, and warranty reasons, the following are not eligible for return unless they arrive faulty or damaged:

• In-ear handsfree and earbuds once the seal is opened (unless dead on arrival).
• Items marked as Clearance, Final Sale, or free promotional gifts.
• Products with a broken seal, missing parts, or physical/liquid damage caused after delivery.

3. Damaged, Faulty, or Wrong Items

If your item arrives damaged, defective, or not what you ordered, please contact us within 48 hours of delivery. We will arrange a replacement or full refund at no extra cost to you. Sharing a short photo or video of the issue helps us resolve it faster.

4. How to Start a Return

Starting a return is easy:

1. Contact our customer care team on WhatsApp or by phone (details below) with your order number and the reason for return.
2. Our team will confirm whether your item qualifies and share the return address and instructions.
3. Pack the item securely in its original packaging and send it back, or hand it over to our pickup rider where available.

5. Refunds

Once we receive and inspect your returned item, we'll notify you of the outcome. If approved, your refund is processed as follows:

• Cash on Delivery (COD) orders: refunded via bank transfer or easy mobile wallet (JazzCash / Easypaisa) to an account of your choice.
• Bank transfer orders: refunded to your original bank account.
• Refunds are typically completed within 3–7 business days after the returned item is received and approved.

6. Exchanges

Prefer a different item or variant instead of a refund? Let us know when you start your return and we'll help you exchange it, subject to stock availability. Any price difference will be settled at the time of exchange.

7. Return Shipping Costs

If the return is due to our error — a damaged, faulty, or incorrect item — we cover the return shipping. For change-of-mind returns, the customer is responsible for the cost of returning the item to us.

Need Help?

Our team is happy to guide you through any return, exchange, or refund. Reach us at 03 111 130 132 or on WhatsApp, or visit our Contact page.

This policy applies to purchases made on VivoStore.pk and is offered in addition to any rights you have under applicable consumer law.