Refund and Returns Policy

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Overview

Refund and Returns Policy

At VendVivo, vending machines and related equipment are not sold as standard stock consumer goods through a typical online retail model. Our products are supplied on an individual basis, usually after consultation, quotation approval, and the signing of a separate agreement or contract with the customer.

Because most machines are ordered specifically from the supplier for a particular client and may be configured according to the agreed business needs, standard retail return conditions do not generally apply. Under EU consumer rules, distance-withdrawal rights can be limited in certain cases, including goods made to the customer’s specifications or clearly personalised.

1. Contract-Based Sales

All sales of vending machines, equipment, and related solutions are carried out on the basis of an individual agreement, contract, quotation, order confirmation, or other mutually agreed written terms.

The specific terms applicable to each order, including but not limited to:

product specifications;
pricing;
payment terms;
delivery terms;
installation terms;
acceptance procedure;
warranty conditions;
cancellation rights;
return options, if any;
refund conditions, if any,

shall be defined in the separate agreement concluded with the customer.

2. No Standard Return Right

As vending machines are generally ordered from suppliers specifically for the customer and are not normally held as standard warehouse stock for resale, orders are typically considered special-order or contract-based purchases.

For this reason, machines and related equipment are generally non-returnable and non-refundable, unless otherwise expressly agreed in writing.

No general website-based return right shall apply unless such right is specifically provided in the relevant contract or required by mandatory applicable law. EU rules require traders to inform customers when a withdrawal right does not apply in an exempt case.

3. Order Cancellation

Once an order has been confirmed and the machine or equipment has been ordered from the supplier, cancellation may no longer be possible, or may be subject to cancellation fees, supplier charges, administrative costs, or other contractually agreed compensation.

Any cancellation request shall be reviewed strictly in accordance with the signed agreement and the stage of order execution.

4. Delivery and Acceptance

Delivery timelines, transport arrangements, installation, commissioning, and product acceptance conditions are determined individually for each project and are set out in the relevant agreement or order documentation.

Any claims regarding visible transport damage, shortages, or incorrect delivery must be reported without undue delay in accordance with the procedure agreed in the contract or communicated during the delivery process.

5. Defects and Warranty Claims

If a delivered machine or equipment is defective, damaged, or does not conform to the agreed specifications, the customer must notify us promptly in writing.

Such cases are not treated as standard discretionary returns, but as contractual non-conformity, defect, service, or warranty matters, and they will be handled in accordance with:

the signed agreement;
the applicable warranty terms;
supplier conditions, where relevant;
mandatory provisions of applicable law.

Depending on the situation, the available remedy may include repair, replacement, correction of the issue, partial refund, or another contractually appropriate solution.

6. Business Customers

Unless expressly stated otherwise, our vending machine sales are intended primarily for business customers and commercial use.

Where the customer is a business entity and the purchase is made under an individually negotiated contract, the return, refund, cancellation, and warranty arrangements shall be governed by that contract and applicable commercial law, rather than by standard consumer e-commerce return rules.

7. Consumer Rights

If, in an exceptional case, a product is sold to a consumer and mandatory consumer protection law applies, nothing in this policy shall exclude or limit any rights that cannot legally be excluded or restricted.

Where mandatory law grants the customer certain rights, those rights shall prevail over this policy to the extent required by law. EU consumer law provides a 14-day withdrawal right for many distance contracts, subject to exceptions and national implementation.

8. Contact Information

If you have any questions regarding returns, cancellations, contractual terms, or warranty matters, please contact us:

VendVivo

Address: Tvenkinių g. 8A-24, Šakių k., LT-47413 Kauno r., Lithuania

Email: info@vendvivo.com

Phone: +37063684613

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.