Returns and Refunds Policy for VIVA LA SOL

At VIVA LA SOL, we are committed to ensuring your satisfaction with our products. Below is our detailed returns and refunds policy, outlining the steps to take if you need to return an item, exchange it, or address any issues with your order.

30-Day Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or exchange. To be eligible for a return or exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

How to Return or Exchange an Item

If you need to return or exchange an item, please follow these steps:

1. Contact Us: Email us at support@vivalasol.com, stating your reason for the return or exchange.

2. Wait for Confirmation: We'll send you a confirmation email with the return address and further instructions.

3. Send It Back: Mail the product back to the address provided. Please include all original packaging with your return.

Exchanges

If you wish to exchange an item, we are happy to assist within 30 days of receiving your order. The item must be in its original condition, unworn or unused, with tags, and in its original packaging. To initiate an exchange, please contact us at support@vivalasol.com with your order details and the item you wish to exchange. Please note that you will be responsible for the shipping costs associated with the exchange unless the item is faulty or incorrect.

Change of Mind Returns

We understand that sometimes you may change your mind about a purchase. We offer returns for change of mind within 30 days of receiving your item, provided that the item is in the same condition as when you received it-unworn, unused, with tags, and in its original packaging. Please note that the return shipping cost for change of mind returns is your responsibility.

Faulty/Broken Items

If you've received a faulty item, we're here to help. We offer free returns for faulty items regardless of your location. Contact our support team at support@vivalasol.com and provide the following information:

• Shipping Address

• Payment account (currently, we support PayPal only)

• Desired outcome (Refund or Replacement)

Once we receive and inspect the faulty item, we will process your refund or send a replacement within 48 hours. You will receive a confirmation email once the refund has been processed.

Damages During Delivery / Non-Arrival

If your item arrives damaged or does not arrive at all, please contact us immediately at support@vivalasol.com. In the case of non-arrival, we recommend that you first contact the delivery company with your tracking number to investigate the issue. Once you have confirmation from the delivery company that the package is lost or undelivered, please forward that confirmation to us.

For items damaged during delivery, please provide photos of the damage along with your initial contact. Once we receive the necessary information, we will arrange a return or replacement at no additional cost to you. If it is confirmed that your item did not arrive, we will issue a replacement or refund within 48 hours of receiving the confirmation from the delivery company.

Receipt of an Incorrect Item

In the rare event that you receive an incorrect item, please contact us as soon as possible at support@vivalasol.com with your order details. We will arrange for the return of the incorrect item and ensure that the correct item is sent to you at no additional cost. Please ensure that the incorrect item is returned in its original condition with all tags and packaging intact. Once we confirm that you have returned the incorrect item, we will send the correct item or issue a refund within 48 hours.

Cancellation After Ordering

If you wish to cancel your order, please contact us as soon as possible at support@vivalasol.com. If your order has not yet been shipped, we will cancel it and issue a full refund. If your order has already been shipped, you will need to follow our return process once the item arrives. Please note that return shipping costs may apply in this case unless the received item is faulty or incorrect.

Timeframe of Expected Return and Refund in Each Scenario

• Change of Mind Returns: Once we receive the returned item, we will process your refund within 48 hours. Please allow additional time for your bank to process the refund.

• Faulty/Broken Items: After receiving and inspecting the faulty item, we will process your refund or send a replacement within 48 hours.

• Damages During Delivery / Non-Arrival: If your item was damaged during delivery or did not arrive, we will process a replacement or refund within 48 hours of resolving the issue with our delivery partner.

• Receipt of Incorrect Item: Once we confirm that you have returned the incorrect item, we will send the correct item or issue a refund within 48 hours. Please allow additional time for your bank to process the refund.

Items Not Eligible for Return

The following items are not eligible for return:

• Products that are visibly damaged by the customer: If the product is damaged after delivery due to misuse or improper handling by the customer, it will not be eligible for return.

• Products that are non-functional due to user error: Items that have become non-functional as a result of incorrect usage by the customer, rather than a manufacturing fault, cannot be returned.

• Items that are missing accessories or parts that were originally included: Any product that is returned without all original components, accessories, or packaging may not be eligible for a refund or exchange.

• Products returned after 30 days from delivery: Returns requested after the 30-day return window has closed will not be accepted unless the product is faulty.

Note: The above exceptions do not apply to items that arrived damaged during delivery, were faulty upon receipt, or were incorrect upon delivery. In those cases, please follow the specific return or exchange process outlined in the relevant sections above.

For any additional questions or assistance with your return, feel free to contact our support team at support@vivalasol.com. We're here to make the return process as smooth as possible.