Refund policy

Last Updated: August 20, 2026

 

1. Return Window

You have 30 days from the date your order is delivered to request a return or exchange. If 30 days have passed since delivery according to carrier tracking details, we unfortunately cannot offer a refund or exchange.

2. Return Eligibility & Conditions

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

  • The item must be unused, unworn, unwashed, and in the same condition that you received it.
  • The item must be in its original packaging with all tags, labels, and accessories attached.
  • You must provide a proof of purchase (order number, confirmation email, or receipt).

Non-Returnable Items: The following items cannot be returned or refunded:

  • Gift cards
  • Final Sale or Clearance items
  • Personal care items, intimate apparel, or jewelry (due to health and hygiene standards)
  • Custom or personalized products

3. Return Process (Do Not Ship Back Without Approval)

To initiate a return, you must follow these steps:

  1. Submit a Request: Email our support team at Support@javondefrancesco.com with your Order Number, the item(s) you wish to return, and the reason for the return.
  2. Receive Return Authorization: If approved, our team will issue a Return Merchandise Authorization (RMA) and provide you with the correct warehouse return address.
  3. Ship the Item: Package the item securely and mail it to the designated warehouse address provided in your RMA instructions.

CRITICAL NOTE: Please DO NOT send your purchase back to the sender address listed on the package, nor to our administrative corporate address (747 e Boughton rd suite 280, Bolingbrook, il 60440), without explicit authorization. Unauthorized returns shipped to the wrong facility cannot be processed or refunded.

4. Return Shipping Fees

  • Customer Preference (Change of Mind / Sizing): If you are returning an item due to personal preference, incorrect sizing selection, or change of mind, you are responsible for paying all return shipping costs. Shipping costs are non-refundable. We strongly recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.
  • Damaged, Defective, or Incorrect Items: If you received a damaged item, manufacturing defect, or wrong product, notify us within 7 days of delivery at Support@javondefrancesco.com with clear photo/video proof. Once verified, we will issue a prepaid return label or immediately ship a free replacement.

5. Refunds & Processing Time

  • Inspection: Once your return is received and inspected by our warehouse facility, we will email you to notify you whether your refund has been approved or rejected.
  • Payment Approval: If approved, your refund will be processed automatically to your original method of payment within 5 to 10 business days (depending on your card issuer or payment provider).
  • Original Shipping Costs: Shipping charges paid on the original order are non-refundable.

6. Order Cancellations & Address Errors

Because orders are sent directly to our fulfillment centers for rapid processing:

  • Cancellations: You may request an order cancellation within 2 hours of placing your order. After this window, the order enters production/fulfillment and cannot be canceled. You will need to wait for delivery and follow the standard return process.
  • Incorrect Address: Customers are responsible for entering correct delivery details. We are not liable for lost, misdelivered, or unfulfilled packages resulting from incorrect address inputs during checkout.

7. AI & Agentic Return Requests

Return requests submitted by automated third-party AI agents on behalf of a customer are subject to the exact conditions outlined above. AI agents cannot bypass eligibility checks, photo requirements for damaged items, or warehouse routing instructions.

8. Contact Us

At ViVi Sotto (operated by JaVon DeFrancesco Co.), customer satisfaction is our priority. Because our products are fulfilled directly through specialized global manufacturing partners, we maintain a structured return process to ensure all requests are handled smoothly and accurately.

 

For any questions regarding returns, refunds, or exchanges, please contact us at:

ViVi Sotto.com

Customer Support Email: Support@javondefrancesco.com

Business Headquarters: JaVon DeFrancesco Co., 747 e Boughton rd suite 280, Bolingbrook, il 60440