Return Policy

Vivo takes a “customer-first approach” to both online and in-store retail and do our best to ensure a great customer experience. In addition to this we will meet our obligations as detailed in the New Zealand Consumer Guarantees Act and the New Zealand Fair Trading Act.

Can I return something I've purchased?

We are happy to offer a store credit, exchange, or refund on any item you've purchased from us, if it meets the criteria listed below. Simply contact us on 0800 400 300 extn 3 (9am - 5pm, Monday to Friday, excluding national public holidays) or email shop@vivo.co.nz.

Change of Mind

If you've had a change of heart about an item you have ordered, we'll need to receive it back to us unopened and unused, in the original packaging and resalable within 14 days of purchase.

Faulty Item

If the item you have received is faulty, or becomes faulty within 12 months of purchase, please contact us with a detailed description of the product fault, your date of purchase and a photo of the faulty product if possible.

Incorrect Item/Damaged on Arrival

If you have received an item that isn't what you ordered, or it arrived damaged, please take a photo and contact us on 0800 400 300 extn 3 (9am - 5pm, Monday to Friday, excluding national public holidays) or email shop@vivo.co.nz within 14 days of delivery . Please don't dispose of the item until we've had a chance to chat with you.

Vouchers and Gift Cards

Vouchers and Gift Cards are non-refundable and cannot be redeemed for cash or used towards the purchase of another Voucher or Gift Card. No change will be given on purchases made using gift cards, but balances may be used subsequent purchases before expiry.

Here's how it works

  1. Get in touch

    To request a return, please fill out the returns form below. Please ensure this form is submitted before sending your item back to us - it makes the process a lot easier.

  2. We'll get back to you

    One of our Customer Service team members will contact you via email with instructions on how to get your item back to us.

  3. Pack Return Your Item/s

    Pack up your item carefully, so it reaches us safely. You can re-use your Vivo packaging, or a similar sized box if you no longer have it.

  4. What Happens Next?

    Returns from metro areas usually arrive within 7 business days, but can be longer from regional or remote areas. We will process your exchange, refund or store credit within business days of your return arriving back to us. We'll be in touch as soon as your return is complete.

Return Form

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Thank you! We will be in touch as soon as we can.

Frequently Asked Questions

Am I eligible for free return shipping?

If you'd like to confirm whether your return will be eligible for free return shipping, please contact our customer service team directly. Unfortunately we are not able to cover return postage fees on all return types.

If my Change of Mind return isn't received in resalable condition, what happens?

If we receive your return and it isn't in the condition outlined in our returns policy, the item will be sent back to your original shipping address - we’ll contact you straight away to let you know.

Any other questions?

Please contact our customer service team at shop@vivo.co.nz, or by phoning us on 0800 400 300, extn 3 (9am - 5pm, Monday to Friday, excluding national public holidays). You can view our privacy policy here, and our terms and conditions here.