Terms of service

Last updated: [Insert date]

These general terms and conditions apply to all orders, purchases, and agreements via the Vivoria webshop, located at Aelbrechtskade 108B, Rotterdam, Netherlands.

1. Definitions

  • Entrepreneur: Vivoria, based in Rotterdam.

  • Customer: any natural person or legal entity placing an order via the webshop.

  • Products: personal care products such as shampoos, facial creams, and other cosmetics offered through the webshop.

  • Agreement: the purchase agreement between Vivoria and the customer.

2. Applicability

These terms and conditions apply to all offers, orders, and agreements via the Vivoria webshop.
By placing an order, the customer accepts these terms and conditions.

3. Offers and Products

  • Product photos are as accurate as possible but may slightly differ in color and packaging.

  • All prices are listed in EUR, including VAT.

  • The entrepreneur may adjust prices but never retroactively on already placed orders.

4. Ordering and Formation of the Agreement

  • An order via the webshop constitutes an offer.

  • The agreement is concluded when the customer completes the order and payment is accepted.

  • The customer receives an order confirmation via email.

5. Payment

  • Payment must be made using one of the payment methods displayed on the webshop.

  • Orders will only be shipped after full payment has been received.

6. Delivery

  • Orders are delivered to the address provided by the customer.

  • The estimated delivery time is displayed during the checkout process.

  • If products are unavailable, the customer will be informed.

  • The risk of damage or loss passes to the customer upon receipt.

7. Right of Withdrawal (14-day cooling-off period)

  • Consumers within the EU have a 14-day statutory right of withdrawal, starting the day after receipt of the order.

  • The customer does not need to provide a reason for withdrawal.

Exception: Personal Care Products

  • For hygienic reasons, the right of withdrawal does not apply to:

    • Opened products

    • Products with broken seals

    • Products that have been visibly used or tested

  • All personal care products must remain unopened, unused, and in their original sealed packaging.

8. Returns (Extended Policy)

  • Returns are possible within 30 days of receipt, provided the product is:

    • Unopened

    • Undamaged

    • In the original sealed packaging

    • Accompanied by proof of purchase

  • Returns without prior notification will not be accepted.

Return Procedure:

Return Address: [INSERT RETURN ADDRESS]

Non-returnable products:

  • Opened personal care products

  • Products with removed seals

  • Personalized products

  • Gift cards

  • Sale items

9. Refunds

  • After receipt and inspection of the returned product, the customer will be informed via email about the approval.

  • Once approved, the purchase amount will be refunded within 10 business days via the same payment method.

  • Return shipping costs are borne by the customer, unless otherwise agreed.

10. Warranty

  • Legal warranty applies: a product must perform as the customer may reasonably expect.

  • Damage caused by misuse, improper storage, or neglect is not covered under warranty.

11. Liability

  • Vivoria is not liable for damage resulting from improper use of personal care products.

  • In case of allergic reactions, the customer is responsible for checking ingredients and instructions.

  • Vivoria’s liability is always limited to the order amount.

12. Complaints

  • Complaints can be submitted via contact@vivoria.nl

  • Vivoria strives to respond within 14 days.

  • If this is not possible, the customer will be informed with a new response timeframe.

13. Force Majeure

  • Vivoria is not liable for delays or non-delivery caused by force majeure, such as strikes, transport problems, illness, fire, or other circumstances beyond the entrepreneur’s control.

14. Privacy

  • Vivoria respects customer privacy and processes personal data in accordance with applicable privacy laws (GDPR).

  • The full privacy policy is available on the website.

15. Applicable Law & Competent Court

  • This agreement is governed exclusively by Dutch law.

  • Disputes are submitted to the competent court in Rotterdam, unless mandatory consumer law provides otherwise.