What do I do if there is an issue with the item I received?

Please contact our Customer Service Team immediately with your order number, details and an image of the faulty or incorrect items received.

Please do not dispose/throw away the items as they need to be returned to ViViS

What is the return and exchange policy?

If you receive a product that is damaged in shipping, defective or not the product you ordered, please return it to us and we’ll arrange for a replacement or refund, subject to the following terms and conditions:

  • Order must be checked in front of the delivery person (Inside Dhaka).
  • If you find any defect and you think you need to return the product, Please contact our Customer Service Team immediately with your order number, details and an image of the faulty items received and return it instantly. (Inside Dhaka)
  • If product is damaged it must be informed immediately to our Customer Service Team along with an image of the faulty items upon receiving and returned within 3 days from the day the product has been received. (Outside Dhaka)
  • Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner. However there can be exception (if the product is damaged in shipping or has manufacturing defect).
  • Used or Swatched product will not be considered for exchange or refund.
  • If the customer chooses or places an order by themselves and want to return/change the product (except damaged products) the request will not be accepted.
  • Shipping cost associated with the return of the product will not be covered by ViViS (except the product is damaged in shipping or has manufacturing defect)
  • Original Invoice must be returned along with the product.
  • Items purchased as part of a set or a multi-item pack must be returned as a whole set.
    – This return policy does not apply to items, which have been stated as non-exchangeable or non-returnable.


Once we receive your returned product, the product will be forwarded to the Product Development and Inspection Department. It will take 1-2 business days to verify the issue and after verification if it is found that the claim is valid, then the product will be exchanged or money will be refunded.

If the claim is not valid then VIVIS will not be liable to exchange or refund.


Cash On Delivery

If you had paid for your product by Cash On Delivery, after verification of your claim, we will arrange refund through bKash or issue VIVIS store credit.


If you had paid for your product by bKash, you will get refund to your  bKash.

Online Payment

If you paid by Credit/Debit Card, Internet Banking or Mobile Payment, we will issue refund to the same payment method your originally used. Please note that, it will be processed to your bank/card and will take 7-10 days to complete.


What do I do if I had an allergic reaction?

Different skin types and skin conditions may react differently to our products and brands. The ingredients of the product are listed on the page to help you identify any sensitivities with certain ingredients. It’s always best to know and understand how your skin reacts to different products and ingredients.

If you have experienced an allergic reaction, please send a detailed description of what occurred along with photos to Customer Service. We will communicate this to the brand and help find an appropriate solution. Please note that issues must be reported within 3 days of purchasing the item. In certain instances, a medical certificate may be requested to identify if it is the product that caused the allergic reactions.

Still have a question?

Please contact us for more information.

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