Vivalamoda Complaints and Returns Policy
At Vivalamoda, we are committed to providing high-quality premium clothing. If you are not entirely satisfied with your purchase, we're here to help.
1. Right of Withdrawal
1.1. In accordance with European Union consumer protection laws, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason.
1.2. To exercise this right, you must inform us of your decision to withdraw from the purchase by sending a clear statement to office@vivalamoda.pl.
1.3. You must return the goods to us without undue delay and no later than 14 days from the day you communicated your withdrawal.
1.4. We will reimburse all payments received from you, including the costs of delivery (except for any additional costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us).
2. Returns Process
2.1. To return an item, please follow these steps:
a) Contact our customer service at office@vivalamoda.pl to inform us about your return.
b) Pack the item securely in its original packaging if possible.
c) Include a copy of your order confirmation or invoice in the package.
d) Send the package to the following address: [Insert Return Address]
2.2. You will be responsible for the direct cost of returning the goods unless the item is faulty or not as described.
2.3. We recommend using a trackable shipping service or purchasing shipping insurance for valuable items.
3. Refunds
3.1. Once we receive and inspect the returned item, we will notify you about the status of your refund.
3.2. If your return is approved, we will initiate a refund to your original method of payment.
3.3. You should receive the refund within 14 days from the day we receive the returned goods.
4. Exchanges
4.1. If you need to exchange an item for a different size or color, please return the original item and place a new order for the desired item.
5. Faulty or Incorrect Items
5.1. If you receive a faulty or incorrect item, please contact us immediately at office@vivalamoda.pl.
5.2. We will cover the cost of returning faulty or incorrect items and will send you a replacement at no additional cost.
5.3. In case a replacement is not available, we will offer a full refund including any shipping costs you incurred.
6. Complaints
6.1. If you are not satisfied with your purchase for any reason, please contact our customer service team at office@vivalamoda.pl.
6.2. We will acknowledge your complaint within 2 business days and aim to resolve it within 14 days.
6.3. If we are unable to resolve your complaint to your satisfaction, you may be entitled to refer the dispute to the EU Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/
7. Warranty
7.1. All our products come with a statutory warranty in accordance with Spanish and EU consumer laws.
7.2. If a product shows a defect within two years of purchase, please contact us for repair, replacement, or refund options.
8. Contact Us
If you have any questions about our Complaints and Returns Policy, please contact us at:
Email: office@vivalamoda.pl
We are committed to resolving any issues in a fair and timely manner.
Last updated: 05.09.2024
1. Right of Withdrawal
1.1. In accordance with European Union consumer protection laws, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason.
1.2. To exercise this right, you must inform us of your decision to withdraw from the purchase by sending a clear statement to office@vivalamoda.pl.
1.3. You must return the goods to us without undue delay and no later than 14 days from the day you communicated your withdrawal.
1.4. We will reimburse all payments received from you, including the costs of delivery (except for any additional costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us).
2. Returns Process
2.1. To return an item, please follow these steps:
a) Contact our customer service at office@vivalamoda.pl to inform us about your return.
b) Pack the item securely in its original packaging if possible.
c) Include a copy of your order confirmation or invoice in the package.
d) Send the package to the following address: [Insert Return Address]
2.2. You will be responsible for the direct cost of returning the goods unless the item is faulty or not as described.
2.3. We recommend using a trackable shipping service or purchasing shipping insurance for valuable items.
3. Refunds
3.1. Once we receive and inspect the returned item, we will notify you about the status of your refund.
3.2. If your return is approved, we will initiate a refund to your original method of payment.
3.3. You should receive the refund within 14 days from the day we receive the returned goods.
4. Exchanges
4.1. If you need to exchange an item for a different size or color, please return the original item and place a new order for the desired item.
5. Faulty or Incorrect Items
5.1. If you receive a faulty or incorrect item, please contact us immediately at office@vivalamoda.pl.
5.2. We will cover the cost of returning faulty or incorrect items and will send you a replacement at no additional cost.
5.3. In case a replacement is not available, we will offer a full refund including any shipping costs you incurred.
6. Complaints
6.1. If you are not satisfied with your purchase for any reason, please contact our customer service team at office@vivalamoda.pl.
6.2. We will acknowledge your complaint within 2 business days and aim to resolve it within 14 days.
6.3. If we are unable to resolve your complaint to your satisfaction, you may be entitled to refer the dispute to the EU Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/
7. Warranty
7.1. All our products come with a statutory warranty in accordance with Spanish and EU consumer laws.
7.2. If a product shows a defect within two years of purchase, please contact us for repair, replacement, or refund options.
8. Contact Us
If you have any questions about our Complaints and Returns Policy, please contact us at:
Email: office@vivalamoda.pl
We are committed to resolving any issues in a fair and timely manner.
Last updated: 05.09.2024