Returns & Refund

Return Policy

We hope you love your purchase from Papaviva, but if for any reason you are not completely satisfied, you may request a return in accordance with the policy below.

How to Start a Return

To start a return, please contact our customer service team at support@papaviva.com (Mon–Fri, 8 AM–8 PM GMT+8) within 60 days of receiving your order.
To help us process your return quickly, please provide the following information in your email:

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

Our team will review your request and respond within 2 business days with detailed return instructions and the return address.

Conditions for Return

To be eligible for a return, your item must meet the following requirements:

• The item must be unused, undamaged, and returned in its original condition and packaging, including all labels and accessories.
  
• Please include your name, phone number, address, and proof of purchase inside the package.
  
• The return address will be provided by our customer service team — please do not send your purchase directly back to the manufacturer.
  
• Customized items are not eligible for return. Please note that customized items cannot be returned or refunded under any circumstances.

Return Shipping & Refunds

• If the return is due to a product quality issue (such as defective, damaged, or incorrect item), Papaviva will cover the return shipping costs.
  
• If the return is for non-quality reasons (such as personal preference, wrong item purchased, or change of mind), the customer is responsible for the return shipping costs.
  
• Customized items are not eligible for return.
  
• Shipping fees from the original order are non-refundable.
  
• You are responsible for ensuring the returned items arrive safely. Please pack securely to prevent damage during transit.
  
• Once we receive and inspect your returned item, we will notify you via email.
• Once your return is approved, refunds will be issued to your original payment method within 5–7 business days, and may take an additional 3–5 days to appear in your account depending on your bank.

Refund Policy

We want you to be completely satisfied with your purchase from Papaviva. Please read our refund policy carefully before initiating a return or refund request.

Eligibility for Refunds

• Refunds are available for unopened and eligible items returned within 60 days of delivery.
  
• To be eligible, returned items must be in their original condition and packaging. Customized products are not eligible for refunds.

Shipping Costs

• If your return is due to a product quality issue or our error (e.g., defective, damaged, or incorrect item), Papaviva will cover the return shipping costs.
  
• If the return is for non-quality reasons (such as personal preference, wrong item purchased, or change of mind), the customer is responsible for the return shipping costs.
  

Refund Process

Once your return is received and inspected, we will send you an email confirming that we have received your returned item and notifying you of the approval or rejection of your refund.
If your refund is approved, it will be issued to your original payment method within 5–7 business days.
Please note that the time it takes for the refund to appear in your account 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 again.
Contact your credit card company—it may take some time before your refund is officially posted.
Then contact your bank, as there is often a processing delay before a refund appears.
If you have done all of this and still have not received your refund, please contact us at support@papaviva.com.

Exchanges (if applicable)

We’re happy to help if your item arrives defective or damaged.
Exchanges are only available for the same item (e.g., identical style and specifications).

To request an exchange, please contact us at support@papaviva.com.