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 it sells are in perfect working condition and comply 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 termination 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 check the items delivered. If any anomalies, defects, or errors in the received goods attributable to Loja VIVA Online are detected, they must be reported via email 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 (right of free termination), 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 use, dirt, or stains, and must remain in its original packaging and not be subject to modifications. In addition, it must ensure that it retains all accessories and operating instructions attached to the product, and must be accompanied by the invoice.

1.5. Without prejudice to the foregoing regarding the right of free termination and, consequently, the return of the product, VIVA also accepts to exchange the product within a maximum period of 14 days from its receipt. In this case, similarly to the right of free termination, the item must not have been used or assembled, must not show signs of use, dirt, or stains, and must remain in its original packaging and not be subject to modifications. In addition, it must ensure that it retains all accessories and operating instructions attached to the product, and must be accompanied by the invoice.

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

1.7. In the case of free termination, the return costs are always borne by the customer (even if the order may have been placed during a free shipping promotion). That is, 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 termination, it should be noted that returns of any product that has been totally or partially assembled, altered, and/or used are not accepted. 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 brought to our attention within 24 hours from the date of their delivery). Returns of custom-made items or special customer orders will also be denied.

1.9. Without prejudice to the provisions of these conditions, and unless otherwise provided by mandatory legal provisions, and, furthermore, without prejudice to compliance with the complaint procedure, VIVA Online will only be liable for partial losses or damages to the transported goods if the consignee has made a reservation note on the respective delivery sheet, upon receipt of the goods from the carrier, indicating any anomalies in the packages.

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

2.1. If the consignee receives the goods without making the aforementioned reservations, it is presumed that the goods were in good condition, and the right to raise these reservations is lost.

2.2. Detailed reservations, placed by the consignee 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 proof that the damage occurred during transport.

2.4. Any complaint must be set out in writing and sent to VIVA Online within 14 (fourteen) days from the effective or expected date of delivery.

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

2.6. If the purchased product has a defect or malfunction, the customer must inform Customer Support of the situation, providing their order number and a description of the malfunction.

2.7. For the purposes of the preceding paragraph, the customer must photographically record the damage/defect/malfunction, indicate the order number, the specific product reference number 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.

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

2.9. After receiving the item at Viva Online's facilities, a technical verification will be carried out and, if any lack of 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.

3.0. 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 case of free termination, will be made after validation of compliance with the return conditions described above, with VIVA having a period of up to 30 days for this purpose, 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 take into account that the deposit may take time to be visible in their bank account, this fact being dependent on the payment method.

3.2. Since VIVA does not offer to collect the goods within the scope of the right of free termination, the consumer must, within 14 days from the date on which they communicated their decision to terminate the contract, return or deliver the goods according to the instructions set out in this policy, it being certain that the customer/consumer is always responsible for 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 that good exceeds the handling that is usually admitted in a commercial establishment.

3.4. Within the scope of the right of free termination, 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 verification of the product's condition. For the return to be accepted, it is necessary that the product is in the same condition in which it was delivered, so it must be carefully packaged 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 the packaging and conditioning of the product, and if they fail to do so or refuse to act accordingly, VIVA may decline the exercise of the right of free termination.

3.5. 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 clientes@lojavivaonline.com.