Shipping & Returns

At VivaRespire, our priority is simple: reliable, trackable shipping suited to healthcare products, with clear rules if you need to return something.

1) Shipping

1.1 Shipping destinations

We ship primarily within Belgium and to many countries across the European Union. Available destinations are shown automatically at checkout.

1.2 Carrier: DPD Business

We ship orders using DPD Business (or an equivalent carrier depending on destination and logistics constraints), to ensure professional, traceable, and tracked deliveries.

  • Parcel tracking sent by email as soon as your order ships
  • Traceability and professional handling
  • Careful packaging and suitable protection

Note: We prioritise reliability and traceability rather than “cheapest at all costs”.

1.3 Shipping costs

Shipping costs are calculated automatically at checkout based on your destination country (and, when applicable, the parcel characteristics). The exact amount is displayed before payment is confirmed.

This allows us to remain transparent and reflect real carrier costs, which can vary significantly from one country to another.

1.4 Order processing (cut-off time)

  • Orders placed before 3:00 pm (business days): prepared and shipped the same day or the next business day, depending on availability.
  • Orders placed after 3:00 pm, on weekends or public holidays: processed the next business day.

1.5 Estimated delivery times

Delivery times vary by country and carrier. Estimates shown at checkout take into account processing time and transit time.

Important: delivery times are estimates and may be extended due to force majeure, strikes, severe weather, peak periods, or (when applicable) customs constraints.

1.6 Partner shipments (depending on products)

Some products may be shipped directly by our logistics partners. In that case, processing times may differ. When possible, this information is displayed on the product page and/or at checkout.

1.7 Tracking, delivery receipt & damaged parcels

  • You will receive a shipping confirmation email with a tracking link.
  • Upon delivery, please check the condition of the parcel and products.
  • If the parcel is visibly damaged, take photos (parcel + contents) and contact us as soon as possible.

To speed up handling, please send: order number, photos, and a brief description to contact@vivarespire.com.

2) Returns, withdrawal & refunds

2.1 Right of withdrawal (consumers / B2C)

If you are a consumer (private purchase), you have 14 calendar days from the date you receive your order to notify us of your decision to withdraw.

How to exercise your right of withdrawal

  1. Email contact@vivarespire.com and include: order number, product(s), name and contact details.
  2. We will confirm the procedure and return information (if needed).
  3. Return the product(s) to the address below (see Contact).

Return shipping costs

Unless otherwise stated (picking error or defective product), return shipping costs are the customer’s responsibility.

Return conditions

To be accepted, products must be returned in a condition suitable for resale: unused, complete, with accessories, and ideally in the original packaging. Any incomplete, damaged, soiled, or clearly used product may be refused or subject to a reduction.

Refunds

Once the return is received and checked, we will refund using the same payment method (unless agreed otherwise). Refunds include the product price and, where applicable, the standard outbound shipping cost. We may withhold the refund until we receive the returned goods (or proof of shipment).

2.2 Exceptions – sealed / hygiene / health products

For health protection and hygiene reasons, certain sealed products cannot be returned if the seal has been removed after delivery.

Examples (depending on products):

  • CPAP masks and interfaces in contact with the face
  • Nasal cushions/pillows and parts in direct contact with airways
  • Sealed consumables (filters, hygiene accessories, etc.)

If you are unsure before opening, please contact us at contact@vivarespire.com.

2.3 Exchanges

Exchanges depend on the product type and condition (especially sealed / hygiene items). If you would like an exchange, please contact us with your order number: contact@vivarespire.com.

3) Errors, defective products & warranty

3.1 Wrong item received / picking error

If you receive an item different from what you ordered, contact us as soon as possible at contact@vivarespire.com and include your order number and (if possible) photos. We will propose a quick solution.

3.2 Damaged on arrival

Please notify us as quickly as possible, ideally with photos (parcel + product + shipping label). This helps us open a carrier claim and offer an appropriate solution.

3.3 Defective product / after-sales service

If a product appears defective, contact our customer service at contact@vivarespire.com and provide: order number, description of the issue, and photos/videos if available. We will indicate the next steps (diagnosis, repair, replacement or refund depending on the situation).

3.4 Legal warranty (B2C)

Consumers benefit from a legal warranty in case of lack of conformity, according to applicable regulations. For any request, contact us: contact@vivarespire.com.

3.5 Professional purchases (B2B)

The right of withdrawal mainly applies to consumers. For professional purchases, return conditions may differ (depending on agreement and applicable terms).

4) Contact & address

VivaRespire (ADLX Medical SRL)
Rue du Ham 417, 7712 Mouscron, Belgium
Email: contact@vivarespire.com
VAT: BE 1032.589.150

For any return, withdrawal, after-sales or damaged parcel request:
Please include your order number and, if applicable, photos.

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