Exchanges and Returns

General Terms and Conditions for Exchanges and Returns

1.1. Loja VIVA Online (lojavivaonline.com) makes every effort to ensure that all products sold are in perfect working order and in accordance with the published technical specifications.

1.2. Any transport and assembly services (if applicable) are never included within the scope of the right of free withdrawal in contracts concluded at a distance or outside the establishment.

1.3. When items are delivered to the address provided by the customer, the customer must always verify the items delivered. If any anomalies, defects or errors are detected in the received goods, attributable to Loja VIVA Online, these must be reported via email to clientes@lojavivaonline.com, attaching images of the respective damages.

1.4. In accordance with Article 10 of Decree-Law No. 24/2014, of February 14 (free withdrawal), if the customer finds that the product does not meet their expectations, they may return it within a maximum period of 14 days from its receipt. In this case, the item must not have been used or assembled, must not show signs of wear, dirt, or stains, and must remain in its original packaging without modifications. Additionally, the customer must ensure that all accessories and instructions for use attached to the product are retained, and it must be accompanied by the invoice.

1.5. Without prejudice to the above regarding the right of free withdrawal and, consequently, product return, VIVA also accepts product exchanges within a maximum period of 14 days from its receipt. In this case, similar to the right of free withdrawal, the item must not have been used or assembled, must not show signs of wear, dirt, or stains, and must remain in its original packaging without modifications. Additionally, the customer must ensure that all accessories and instructions for use attached to the product are retained, and it must be accompanied by the invoice.

1.6. All exchanges, returns, complaints or warranty claims relating to purchases made at Loja VIVA Online must be previously communicated via email to clientes@lojavivaonline.com.

1.7. It is not permitted to make any exchange or return at any physical store. VIVA physical stores do not carry out exchanges, returns, refunds or receive items purchased through the online store, unless expressly indicated otherwise by Customer Support.

1.8. Any exchange or return process will only be considered valid after confirmation and instructions sent by Loja VIVA Online Customer Support.

1.9. The item for exchange or return must be delivered in person, exclusively, at Rua José Carvalho da Fonseca, Lote 7, Edifício VIVA, 2685-869 Prior Velho, or sent to the address previously indicated, with all product returns and warranty claims being exclusively forwarded to the indicated address. Upon delivery at the store (Rua José Carvalho da Fonseca, Lote 7), the customer must present the invoice, the corresponding transport guide and an identification document (citizen's card).

2.0. In the case of free withdrawal, the return costs are always borne by the customer (even if the order may have been placed during a free shipping promotion period). That is, the return cost will be equivalent to the shipping costs without applicable discounts or promotions.

2.1. Within the scope of the right of free withdrawal, please note that returns are not accepted for any product that has been totally or partially assembled, altered and/or used. We also do not accept returns of some types of products, such as mattresses, pillows, or bed linen products, for hygiene reasons (the exception is made for those that may present manufacturing defects, and that are made known to us within 24 hours from the date of their delivery). Returns of custom-made items or special customer orders will also be refused.

2.2. Without prejudice to the provisions of these conditions, and unless otherwise provided by mandatory legal provision, and, furthermore, without prejudice to compliance with the complaint procedure, VIVA Online will only be liable for partial losses or damages to transported goods if the recipient, upon delivery of the goods by the carrier, registers reservations on the respective delivery note indicating any anomalies of the packages.

2.3. At the time of delivery, damages or spoilage must be, by the recipient, the subject of precise, complete, dated, and signed reservations on the delivery note.

2.4. If the recipient receives the merchandise without formulating the referred reservations, it is presumed that the merchandise was in good condition, and the power to raise those same reservations is lost.

2.5. The detailed reservations, placed by the recipient on the delivery note at the time of delivery, must be referred to in any claim for damage or partial loss.

2.6. Otherwise, it is up to the customer to provide proof that the damage occurred during transport.

2.7. Any complaint must be explained in writing and sent to VIVA Online within 14 (fourteen) days from the actual or expected date of delivery.

2.8. The complaint must be substantiated and accompanied by justifications for the damage caused (transport guide, purchase invoice, among others).

2.9. If the purchased product presents a defect or malfunction, the customer must communicate the situation to Customer Support, informing their order number and the description of the malfunction.

3.0. For the purposes of the preceding paragraph, the customer must photographically record the damage/defect/malfunction, indicate the order number, the reference number of the specific product when sent with a set of other similar products (such as packs and sets) and send this proof and information to the following email address: clientes@lojavivaonline.com.

3.1. VIVA Online, for the purposes of internal investigation and analysis of damage/defect/malfunction, will always require unequivocal proof of the product's condition upon receipt by the customer, and compliance with the previously indicated procedure is mandatory.

3.2. After receiving the item at Viva Online's facilities, a technical verification will be carried out and, if any non-conformity is proven, the item will be replaced. In this case, VIVA Online will proceed with the replacement of the item and will make a new shipment to the customer's address.

3.3. If the contract is to be terminated, the costs of returning or collecting items within the warranty period will be borne by the customer.

3.4. Refunds, when applicable in cases of free withdrawal, will be made after validation of compliance with the return conditions described above. VIVA has a period of up to 30 days to do so, from the moment it receives the returned items at its store. The refund will be made using the same payment method used for the purchase. The customer should be aware that the deposit may take time to appear in their bank account, this fact being dependent on the payment method.

3.5. Since VIVA does not offer to collect the good within the scope of the right of free withdrawal, the consumer must, within 14 days from the date on which they communicated their decision to withdraw from the contract, return or deliver it according to the instructions explained in this policy, it being certain that it is always the customer/consumer's responsibility to bear the cost of returning the good.

3.6. The customer/consumer may be held responsible for the depreciation of the good if the handling performed to inspect the nature, characteristics, and functioning of that good exceeds the handling usually permitted in a commercial establishment.

3.7. Within the scope of the right of free withdrawal, all items will be checked upon arrival at our service and only those that comply with the return conditions will be accepted for exchange or return, with the refund only being made after verification of the product's condition. For the return to be accepted, the product must be in the same condition in which it was delivered, so it must be carefully packed so as not to suffer damage during transport. As expressly stated in this policy, the product must be packaged in its original packaging. The customer is responsible for packaging and conditioning the product, and if they fail to do so or refuse to comply, VIVA may decline the exercise of the right of free withdrawal.

3.8. If the customer, due to the non-conformity of the good, is entitled to repair or replacement within the legally established period, they will be entitled to the provision of the goods at VIVA's expense, however, this only applies in case of warranty coverage due to non-conformity of the good.

For any questions, you can contact us through our contact form or by email at clientes@lojavivaonline.com.