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 of free resolution 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 included with the product are kept, and that it must be accompanied by the invoice.

1.5. Without prejudice to the above with regard to the right of free cancellation and, consequently, return of the product, VIVA also accepts the exchange of the product within a maximum period of 14 days from its receipt. In this case, as with the right of free cancellation, 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. The refund, when applicable in the event of free resolution, will be made after validation of compliance with the return conditions described above, and VIVA will have 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.

2.0. 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.

2.1. 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.

2.2. 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 must therefore 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.

2.3. 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.