Delivery, refund and returns policy
Last updated September 2025
Delivery
When you purchase a Viv membership, we will provide a receipt for your membership, provide immediate access to the Viv app, content and information and process the first delivery of sensors to your mailing address.
On average, current despatch times of your first set of sensors is 5 days. You will receive a despatch notification as soon as your sensors have been processed including the carrier and a tracking code.
Sensors are delivered from our Hubs in the UK, New York, Netherlands and UAE, via couriers that include Aramex, Fedex, UPS, PostNL and Royal Mail.
If you want to check on any delivery, please contact our care team on care@viv.co.
After purchase and before use
In accordance with Consumer Contracts Regulations, you have the right to cancel within 14 days. Once Viv has been notified of product return, the products must be received by Viv with 28 days.
You will be responsible for the cost of any returns and any non-standard delivery fees.
To be eligible for a refund you must ensure:
- The hardware are unused
- There are no signs of damage
- The seals on the product(s) are intact
Subject to these conditions we will reimburse to you all payments received from you, excluding the cost of packing, processing and postage from us to you (£€$15). Refunds will be processed within seven days of the products being returned and after they’ve been checked. Please note that our payments can take up to 10 days to appear in your account.
We will not offer a refund for hardware that has been used, or the hardware seal is open.
To start a refund, please contact care@viv.co and they will provide you with shipping details. You will be required to pay for the shipping cost back to us.
Returns addresses for sensors are:
Ireland & Europe
Viv Returns
27 Cook Street
Cork, T12 D92F
Ireland
UK and Global
Viv Returns
73 Watford Road
Rickmansworth
WD3 3DT
England
US and North America
Viv Returns
300W 145th Street #2Q
New York
NY 10039
USA
Cancelling membership after use
If during your membership you decide that you no longer want to continue using Viv, then you can cancel anytime, however your membership will continue until the next billing period.
Cancelling with three / six / 12 month programme
Our longer programmes are designed to help you save money on the monthly cost of Viv. They can be cancelled in any month, and Viv will refund any full months not used subject to a £200 / €/$220 charge. Refunds will be processed within seven days but please note that our payments can take up to 10 days to appear in your account.
Refund due to issues with sensors / transmitter
Your membership includes sensors that should be worn most of the time. As is the nature of the sensors, their durability and ability to take readings are sensitive as to how they are applied, and looked after.
There are days within any month where you will have to change over the sensors, and Viv will continue to support you and offer advice on your lifestyle whilst you don’t have a sensor applied.
If you have issues with your sensor read our help here for solving the most common issues before contacting our care team.
Refund due to other issues
If you are without working sensors for any reason for periods of a week or more, we will extend your membership for that time without charge.
We do not offer a refund for any other reason.
Statutory rights
This does not affect your statutory rights.