INCIDENTS OR RETURNS
At VivelaVita we want to make it as easy as possible for you to make any return, so here we explain how to make returns.
Remember that all our products have a 2-year warranty * .
* It is essential to keep the original product box.
1) I have not received my order yet but I want to return it
In this case, the client must request the return via email or through the web chat. We will contact the courier company to request the return. Once the order arrives at our warehouse and said process is managed, the partial amount of the order will be returned (except in special situations that VivelaVita will decide).
* Returns may take up to 10 business days to process. The customer will be informed via email when the return process has been completed
* This type of returns carry a cost to be assumed by the customer : the postage will not be refunded and only the amount of the products will be paid. In the case of orders without postage, 90% of the amount paid by the customer will be paid. The reason why we must take these measures is because the return of an order due to "customer rejection" is associated with extra costs due to courier companies.
2) It has reached me but I don't want it
All our clients have the right to return a product that they have bought in VivelaVita as long as it is not open, unsealed or with signs of having been manipulated or used.
The customer has 14 calendar days to request the return. The costs of the same are borne by the customer, who may request a return label for Correos at a cost of € 4.50 that will be deducted from the amount to be returned. If they want to use another courier company, they must do it on their own.
In the event that 14 business days have passed, the customer must return the order by their own means, without the option of a return label. You must send it to the following address, along with the order number inside (a code in capital letters that is sent by email when making the purchase): POLIGONO INDUSTRIAL L \ 'ALTET C / ELS CAUS Nª6 ONTINYENT CP 46870 VALENCIA
Amount to be returned : The amount to be returned will be the one paid for the products minus the cost of the return label, if any, the shipping costs of the order will not be returned.
Refund for withdrawal
Due to the type of products we deal with in our store and as they are products classified as intimate and not transferable to other people, current legislation prevents us from making returns of our items in the event that they are not perfectly sealed, without signs having been opened or used . This includes exchanges for similar items but of different sizes or colors. This especially affects lingerie products, since they are for intimate use and the law does not allow the return of sex toys.
Keep in mind that most of our products are for intimate and personal use, therefore the client will be responsible for the decrease in value of the goods resulting from a manipulation other than that necessary to establish the nature, characteristics and operation of the goods.
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3) Has it arrived defective?
If you have a problem with one of your products and it is still within the 2-year warranty, don't worry, you can request a refund or replacement. Important : For products that have been used and over time have stopped working, the warranty will have to be arranged with the manufacturer, for this it is mandatory to send the product in its original packaging (including box, plastics, it must be presented as it arrived).
RETURN FOR DEFECTIVE PRODUCT
1) Let us know
Send us a notification from our contact section indicating the order number, the item reference and the reason for the return, explaining what is not working, what is defective, or what is the reason for wanting to return it (optional). In the cases of defective products to speed up the procedures, we recommend you record a short video from your mobile where you can see the problems of the product, you can easily send it to us through the web chat, in this way the procedures are much expedited and we can confirm if it is faulty or you need some instruction.
2) Prepare the package
Put the article in its original box and this in turn in a cardboard box for shipping. You can use the one that we have sent you originally or another of similar dimensions.
3) Send it with the label
In the case of a defective product, we will send you a PDF label that you will have to stick in the box for shipping, with this label the postage will be completely free and you will not have to specify any address and all the necessary information is explicit on the label that we send you.
Once the package arrives, we will send you another similar item to the same address that you will receive in a few days or we will enter the amount in the account that you tell us, we will cancel the charge on the card or we will send you a discount voucher for the amount of the product , what you prefer.
WARRANTY
The products have a 2-year warranty, although its processing will depend on the policy of each manufacturer. From VivelaVita we recommend that the customer keep the box of the products during the two-year guarantee, in case of not having the box, the guarantee cannot be managed. In the event that the client detects an anomaly or malfunction of the product, as long as there is no manipulation by the client, the client may choose to repair the good, replacement, price reduction or contract termination, unless one of these options are impossible or disproportionate to VIVELAVITA.
The warranty period will not apply in the case of failures or defects caused by accident, negligence or misuse of the product by the customer. In the same way, the manipulation or variation of any product (welding, wiring, adding components, etc.) will automatically void the warranty.
Once 15 days have elapsed from the delivery date, the transport costs of the return as well as the new shipment must be borne by the customer.
In case of any problems, please contact our customer service.
Note : You can review our conditions of use where the return conditions are set out from a legal point of view, taking into account current legislation.
