Exchanges and Returns

General Conditions for Exchanges and Returns

1.1. The VIVA Online Store (lojavivaonline.com) makes every effort within its reach to ensure that all products sold by it are in perfect condition for use and in accordance with the published technical characteristics.

1.2. Any transport and assembly services (if applicable) are never included within the scope of the Right to free termination in contracts concluded remotely or outside the establishment.

1.3. When items are delivered to the address indicated by the customer, the customer must always check the items delivered. If any anomalies, defects or errors are detected in the goods received, which are attributable to the VIVA Online Store, these must be reported by calling 960 165 494 (call cost to mobile network) or by email. customers@lojavivaonline.com

1.4. In accordance with article 10 of DL no. 24/2014, of 14 February (free resolution), if the customer finds that the product does not meet their expectations, they may return it within a maximum period of 14 days from receipt. In this case, the item must not be used or assembled, must not show signs of use, dirt or stains and must remain in its original packaging and must not be subject to any modifications. In addition, the customer must ensure that all accessories and instructions for use attached to the product are kept, as well as the invoice.

1.5. Without prejudice to the above with regard to the right to free resolution and, consequently, return of the product, VIVA also accepts the exchange of the product within a maximum period of 14 days from its receipt, except during the Christmas period, when the deadline for exchange or return is 26/12/24. In this case, as with the right to free resolution, the item must not be used or assembled, must not show signs of use, dirt or stains and must remain in its original packaging and must not be subject to modifications. In addition, you must ensure that you keep all accessories and instructions for use attached to the product, as well as it must be accompanied by the invoice.

1.6. The item to be exchanged must be delivered in person, exclusively, to Rua José Carvalho da Fonseca, Lote 7, Edifício VIVA, 2685-869 Prior Velho, or sent to the address previously indicated, and all product returns and warranty claims must be forwarded exclusively to the address indicated. Upon delivery to the store ( Rua José Carvalho da Fonseca, Lote 7) , the customer must present the invoice, corresponding delivery note and an identification document (citizen card).

1.7. In the event of free resolution, the return costs are always borne by the customer (even if the order may have been placed during the free shipping promotion period). In other words, the return cost will be equivalent to the shipping costs without applicable discounts or promotions.

1.8. Within the scope of the right of free resolution, it should be noted that we do not accept returns of any product that has been fully or partially assembled, altered and/or used. We also do not accept returns of some types of products, such as mattresses, pillows, or bed textile products, for hygiene reasons (the exception is made for those that may have manufacturing defects, and which are made known to us within 24 hours of the date of delivery). Returns of custom-made items or special customer requests will also be denied.

1.9. Without prejudice to the provisions set out in these conditions, and unless otherwise provided by mandatory legal provision, and also without prejudice to compliance with the complaints procedure, VIVA Online shall only be liable for partial loss or damage to the goods transported if the recipient has made a reservation record on the respective delivery sheet, at the time of delivery of the goods by the carrier, which includes any anomalies in the volumes.

2.0. At the time of delivery, the recipient must make precise, complete, dated and signed reservations on the delivery sheet for any damage or spoliation.

2.1. If the recipient receives the goods without making the aforementioned reservations, it shall be presumed that the goods were in good condition and he shall lose the right to make such reservations.

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

2.3. Otherwise, it is up to the customer to provide evidence that the damage occurred during transport.

2.4. Any complaint must be explained in writing and sent to VIVA Online within 15 (fifteen) days from the actual or expected date of delivery.

2.5. The complaint must be substantiated and accompanied by justification for the damage caused (transportation guide, purchase invoice, among others).

2.6. If the purchased product is defective or damaged, the customer must report the situation to Customer Support, providing their order number and a description of the malfunction.

2.7. For the purposes of the provisions of the previous number, the customer must photographically record the damage/defect/fault, 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 this information to the following email address: clientes@lojavivaonline.com.

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

2.9. After receiving the item at Viva Online's facilities, a technical check will be carried out and, if any lack of conformity is proven, the item will be replaced. In this case, VIVA Online will replace the item and send it back to the customer's address.

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

3.1. The refund, when applicable in the event of free resolution, will be made after validation of compliance with the return conditions described above, with VIVA having a period of up to 30 days to do so, from the moment it receives the returned items in its store. The refund will be made using the same payment method used to make the purchase. The customer should bear in mind that it may take time for the deposit to be visible in their bank account, and this will depend on the payment method.

3.2. Since VIVA does not offer to collect the goods within the scope of the right of free resolution, the consumer must, within 14 days from the date on which he/she communicated his/her decision to terminate the contract, return or deliver them in accordance with the instructions explained in this policy, although it is always the customer/consumer's responsibility to bear the cost of returning the goods.

3.3. The customer/consumer may be held liable for the depreciation of the good, if the handling carried out to inspect the nature, characteristics and functioning of the good exceeds the handling that is normally permitted in a commercial establishment.

3.4. Under 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, and the refund will only be made after the condition of the product has been checked. For the return to be accepted, the product must be in the same condition as when it was delivered, and therefore, it must be carefully packaged so that it does not 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 the customer fails to do so or refuses to act accordingly, VIVA may decline to exercise the right of free withdrawal.

3.5. If the customer, due to the lack of conformity of the good, is entitled to repair or replacement within the legally established period, he/she will be entitled to have the goods made available at VIVA's expense, however, this only applies in the case of warranty coverage due to lack of conformity of the good.

For any questions, you can contact us through our contact form, by phone 960 165 494 (call cost to mobile network ) or by email clientes@lojavivaonline.com.