Returns & Refund

Return & Refund Policy

We hope you love your purchase from Papaviva. If you're not completely satisfied, please contact us at support@papaviva.com within 60 days of delivery.

How to Start a Return

Email us within 60 days of receiving your order with the following:

  • Your order number
  • Photos of the item(s) (especially if defective, damaged, or not as described)
  • A brief reason for your return

Our team will respond within 2 business days with return instructions and the return address.

Conditions for Return

  • Items must be unused, undamaged, and in original condition and packaging, including all labels and accessories.
  • Please include your name, phone number, address, and proof of purchase inside the package.
  • Do not send your return directly to the manufacturer — the return address will be provided by our team.
  • Customized or personalized items may not be eligible for return or refund. Please contact us to discuss your situation.

Return Shipping Costs

  • Quality issues (defective, damaged, or incorrect item): Papaviva covers return shipping.
  • Other reasons (change of mind, wrong item ordered): customer is responsible for return shipping costs.
  • Original shipping fees are non-refundable, except where required by law (see EU Right of Withdrawal below).

Refund Process

Once we receive and inspect your return, we'll notify you by email. Approved refunds are issued to your original payment method within 7 business days. Processing time may vary depending on your bank or payment provider.

Late or Missing Refunds

If you haven't received your refund after the expected time, please check your bank account, then contact your credit card company or bank. If you still need help, contact us at support@papaviva.com.

Exchanges

Exchanges are available for defective or damaged items only (same item and specifications). Please contact us at support@papaviva.com to request an exchange.

EU Right of Withdrawal

EU consumers may withdraw from their purchase within 14 days of receiving their order, no reason required. To withdraw, use the withdrawal function in your account or email support@papaviva.com with your name and order details. We'll confirm by email immediately.

Please return goods within 14 days of withdrawal. Return shipping costs are borne by the customer unless the item is defective or incorrect. Full refunds — including standard delivery costs, as required by EU law — are processed within 14 days of receiving your withdrawal notice or returned goods (whichever is later).

Exemptions: Customized or personalized items and unsealed hygiene products may not be eligible for withdrawal.