Support
Returns & order problems
What to do if something is wrong with your order, and how returns are handled.
Returns
Returns are currently not accepted by SILVERBACK LABS, except where a return, replacement or refund is required under applicable consumer law.
Damaged, incorrect or incomplete orders
If your order arrives damaged, incorrect or incomplete, contact us as soon as possible. Include your VIV order number, a description of the issue and clear photos where relevant.
Do not return products without instructions
Do not send any product back unless SILVERBACK LABS has first provided return instructions. Unauthorised returns may not be accepted or processed.
Refunds
Where a refund is approved or legally required, the amount and processing method will be confirmed through support.
Your statutory rights
Any mandatory consumer rights that apply in your country remain unaffected.
Product information is provided for general information only and does not replace professional medical advice. Availability and purchase eligibility may vary by product and destination.