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Per-mode cancellation, refund, and after-sales rules.
EFFECTIVE · 2026-05-30
This Policy explains when and how refunds are issued by VivyVeil LLC. It applies to all orders placed through vivyveil.com and is read together with the Terms of Service and the Shipping & Customs Policy. Where the mandatory consumer-protection law of your jurisdiction of residence grants you a stronger right than the rules below, that mandatory right prevails.
Refunds are processed to the original payment method. We use Stripe (card, Apple Pay, Google Pay) and PayPal as our payment processors; refund timing depends on which one was used. Stripe typically returns funds to your card or bank within five to ten business days, depending on your issuer. PayPal returns funds to your PayPal balance within minutes and to a linked card or bank within three to five business days.
Refunds initiated by us (cancellations, fulfilment failures, post-shipment issues attributable to us) are issued in full, including any platform fee, service fee, sales tax, and the cheapest standard outbound shipping option we offered.
Refunds initiated by you within the 24-hour customer-cancellation window described in §2 and §3 are also issued in full to the original payment method, with no deduction of any kind. Platform fee, sourcing coordination, pre-shipment quality inspection, and any other service fee are refunded in full within the 24-hour window even if some preparatory work has begun on our side. The "service fees already rendered are non-refundable" rule in §2 and §8 applies only to cancellations and rejections that occur after the 24-hour window has closed.
Refunds initiated by you outside the per-mode windows described below are subject to the deductions stated in each per-mode section.
At a glance — this table summarises the rules in §§2–4 below; where a question turns on the exact mechanism, the section body controls:
| Mode | Cancel window (full refund) | After the window |
|---|---|---|
| Direct | 24 hours from order confirmation, before dispatch | We may attempt to return the piece to the atelier as a goodwill measure; we cannot guarantee the atelier will accept. Where the atelier accepts, the refund is what the atelier reimburses us minus shipping, return-handling, and any atelier-side fees actually incurred — pass-through, line-by-line. Where the atelier declines, you may either accept dispatch or abandon the piece (refund of order total minus piece cost and rendered service fees). Service fees already rendered are always non-refundable. |
| Deposit + balance | 24 hours from order confirmation, before we place the production instruction | Once production is instructed, the deposit is non-refundable. If you do not pay the balance within fourteen days of the balance notice, the order is cancelled and the deposit is forfeited as production-cancellation compensation. No resale program. |
| Wish | Refundable in full if the wish fails through no fault of yours (threshold not met, we cannot source, we cancel); final sale if you withdraw or decline to convert | The intent-deposit (approximately US$10) covers our wish-aggregation processing. |
| EU / UK 14-day withdrawal | 14 days from delivery, for non-made-to-order goods | Mandatory; prevails over the rules above where applicable. See §5. |
Customer cancellation window. You may cancel a direct order at any time within twenty-four hours after the order is confirmed, and receive a full refund to the original payment method with no deduction of any kind — platform fee, sourcing coordination, pre-shipment inspection, and every other service fee included — provided the order has not yet been dispatched to international carrier. The non-refundability of "service fees already rendered" described in the after-window rule below applies only outside this 24-hour window.
After the 24-hour window. Once we have placed the procurement instruction with the atelier and the piece has been picked up by our consolidation partner, the order is in fulfilment. As a goodwill measure, and at our discretion, we may attempt to return the piece to the atelier on your behalf. Where a return to the atelier is accepted:
After dispatch. After dispatch, the order is governed by §6 of the Shipping & Customs Policy (lost / damaged in transit, customs rejection) and by §9 of the Terms of Service (EU / UK 14-day right of withdrawal where applicable).
Stage 1 — Deposit. The deposit collected at order placement commissions the atelier to produce or prepare the piece. The deposit is held against atelier-side production costs (raw materials reservation, slot allocation, sample-room work).
The deposit is non-refundable once we have placed the production instruction with the atelier (typically within seventy-two hours of order confirmation), except in the following scenarios in which it is refunded in full with no deduction of any kind, including no deduction for any service fee: (i) you cancel within twenty-four hours of order confirmation and before we have placed the production instruction; (ii) we cancel the order under §5 of the Terms; (iii) the atelier is unable to produce the piece; (iv) production materially deviates from the disclosed specification in a way you have not agreed to (see §12 for what "materially deviates" means and how the question is decided).
Where your jurisdiction's mandatory consumer law grants you a withdrawal right that overrides the rule above (in particular EU/UK consumers within the 14-day window for non-made-to-order goods within the meaning of Article 16(c) of the Consumer Rights Directive), that right takes precedence and the deposit is refunded in full to the extent required. The product page identifies, before checkout, which deposit + balance pieces are commissioned-to-order; if you have any doubt, contact us and we will treat the matter conservatively in your favour.
Stage 2 — Balance. When the piece is ready, we issue the balance invoice. You have fourteen days to pay the balance. If you do not pay the balance within fourteen days, the order is cancelled and the deposit is retained in full as production-cancellation compensation — the piece has already been commissioned and produced to your specification at the atelier, and the deposit is what reserved that production slot and bears the unrecoverable cost of the cancelled commission.
We do not operate a resale program for deposit + balance pieces. Where the piece is genuinely made to your specifications and your jurisdiction's mandatory consumer law does not require otherwise, the deposit is forfeited on balance non-payment and no further refund is owed.
The intent-deposit collected at wish time (approximately US$10) covers the platform's work to record your interest, monitor the threshold, coordinate with the atelier where the threshold is met, and operate the wish-aggregation queue.
Where the wish ends through no fault of yours, the intent-deposit is refunded in full:
Where the wish ends through your voluntary action, the intent-deposit is final sale and non-refundable:
If the wish reaches its threshold and converts, you are notified by email and have seven days to confirm and pay the standard production deposit. Once you have confirmed conversion, the order follows §3 above.
Where your jurisdiction's mandatory consumer law grants you a withdrawal right that overrides the final-sale rule above, that right takes precedence to the extent required.
EU / UK consumers — explicit carve-out. If you are a consumer resident in the European Union or the United Kingdom, the 14-day right of withdrawal under EU Directive 2011/83 and the UK Consumer Contracts Regulations 2013 applies to the wish intent-deposit until the wish has converted to a deposit + balance order and the atelier has begun production. Within that window we refund the intent-deposit in full on request — the final-sale rule above does not apply to you. Once the wish has converted and atelier production has begun, the §3 made-to-order rules and exceptions take over.
If you are a consumer resident in the European Union or the United Kingdom and the Consumer Rights Directive 2011/83/EU applies to your order, the rules in this Policy do not displace your 14-day right of withdrawal. See §9 of the Terms of Service for the detailed mechanism and the limited exclusions (notably the made-to-order exception under Article 16(c)). Where any rule in this Policy conflicts with your mandatory withdrawal right, the mandatory right prevails.
Where the piece you receive is materially different from what was disclosed and confirmed at checkout — wrong size, wrong colour, wrong piece, undisclosed defect, damage in transit not flagged at dispatch, or a piece that turns out to be counterfeit or otherwise not from the atelier or authorised channel disclosed on the product page (see §2 of the Authenticity, Intellectual Property & DMCA notice for the authenticity treatment in detail) — contact us at support@vivyveil.com within seven days of delivery with photographs and the order number. See §12 below for what "materially different" means and how the question is decided. The piece must be unworn and unaltered, with tags attached. We will, at your election, refund in full (including outbound shipping) or arrange replacement at our cost.
Hidden defects discovered after use. Once a piece has been worn beyond inspection-fit, altered, washed, or otherwise put into use, replacement and refund are no longer available except where (i) the defect is genuinely hidden — i.e. not detectable on careful inspection at unboxing — and (ii) you can document with photographs and a clear written account that the defect was present at delivery and was not caused or worsened by use, wear, washing, or alteration. We assess such reports case by case and reserve the right to decline where the evidence does not establish a pre-existing hidden defect.
Where mandatory consumer law in your jurisdiction provides a longer remedy window, shifts the burden of proof to us, or otherwise grants you a stronger right (notably the twelve-month conformity-presumption rule under Article 11 of EU Directive 2019/771 and equivalent UK provisions), that right takes precedence to the extent it does.
Estimated dispatch dates for direct orders, and estimated production-completion dates for deposit + balance orders, are estimates. The atelier may be late. We will keep you informed; you may cancel and receive a full refund of any amount paid if the delay exceeds the original estimate by more than ninety days (deposit + balance) or thirty days (direct), in each case without prejudice to any shorter cancellation right granted by mandatory consumer law.
These are addressed in the Shipping & Customs Policy. In summary: if the shipment is destroyed by customs, returned to origin, or abandoned, the refund is the order total minus actual outbound shipping, actual return-shipping (if any), actual customs disposal or storage fees, any non-refundable atelier or partner fee actually incurred, and any duty already paid by us at re-import — each disclosed line by line and passed through at cost without markup. Service fees already rendered at the moment of dispatch are non-refundable.
Where the customs rejection or undeliverability is caused by an error or omission of ours (mis-declared HS code, wrong invoice value, missing required document we should have prepared), no deduction is made and we refund in full.
If you initiate a chargeback for a transaction before contacting us, the chargeback is treated as a refund request and resolved through Stripe's dispute process. We strongly prefer that you contact us first; chargebacks lock the funds and slow resolution for both sides. We may suspend an account that has initiated multiple chargebacks without first contacting support.
Email support@vivyveil.com with the order number and a short description. We respond within two business days. Refund decisions are issued in writing by email and include a line-by-line breakdown of any deduction.
Nothing in this Policy limits or excludes any non-waivable consumer right that applies in your country or state of residence. If any rule above is in conflict with a mandatory consumer rule that applies to you, the mandatory rule prevails for your order.
Several rules above (§3(iv) on deposit refunds and §6 on defective or wrong-item shipments) turn on whether the piece "materially deviates" or is "materially different" from what was disclosed. This section defines the standard and the decision procedure.
A deviation is material where it affects the identity, usability, or commercial value of the piece.
Measurement tolerance — priority of standards. Reasonable tolerance varies sharply across categories (footwear, accessories, structural tailoring, knitwear, leather goods), so a single fixed number cannot govern every piece. We therefore use the following priority, in order:
The following are material as a matter of course:
The following are not material:
How the question is decided. We make the initial determination using the pre-shipment-inspection photographs we took of the specific piece, the atelier's stated standards, and the photographs and account you provide. You may contest the determination with your own photographs and, if you wish, an independent assessment from a tailor, dressmaker, or third-party authentication service of your choice. Where we and you continue to disagree, we will jointly appoint an independent third-party assessor (typically a tailor or a piece-specific authentication service) and abide by that assessor's written conclusion; the cost is borne by us where the assessor finds in your favour and shared equally otherwise. Failing agreement on an assessor, the question is resolved under §18 of the Terms (governing law and venue), without prejudice to your mandatory consumer rights.