Politica de reembolso

Return Policy

We have a 30-day return policy, meaning you have 30 days after receiving your item to request a return. The cost of return shipping is paid by the customer. The only exception is a defective or wrong item, which we refund without needing it back (see Damages and Issues below).

Return Conditions

Please send your item back in the condition you received it. You're welcome to handle it as you would in a shop, for example taking it out of the box or trying it on, and a missing tag or missing original packaging won't stop you returning it. If the item has been used or damaged beyond that, we may reduce your refund. You will also need the receipt or proof of purchase.

To start a return, please contact us at contact@vivanutrition.shop. We'll reply with instructions on how and where to send your item.

Items sent back without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can assess the issue and make it right.

If your item is defective or you received the wrong item, we will refund you without asking for it back. You don't need to return anything, so the inspection step described under Refunds doesn't apply.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, such as perishable goods (like food, flowers, or plants), custom products (like special orders or personalized items), and personal care goods (such as beauty products) that come sealed for hygiene reasons, once that seal has been broken. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have any questions or concerns about your specific item.

Sale items can be returned in the same way as full-price items. Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Right to Cancel: UK and European Union

If you're in the UK or the European Union, you have a legal right to cancel an online order within 14 days of receiving it, without giving a reason. Our 30-day return window covers that right and gives you more time: you can request a return within 30 days of receiving your item. If you cancel within those first 14 days, you have a further 14 days after telling us to send the item back. As above, you can handle your item as you would in a shop, and a missing tag or missing original packaging won't affect this right. You'll also need the receipt or proof of purchase.

Undelivered Products

If your order has not been delivered within 30 days from the date of purchase, and there is no update on tracking or delivery status, you are entitled to a full refund. Please contact our customer service at contact@vivanutrition.shop to request the refund. Once we verify that the product has not been delivered, we will process your refund within 10 business days, credited back to your original payment method.

Refunds

We will notify you once we have received and inspected your return and let you know if the refund was approved. If approved, you will be automatically refunded on your original payment method within 14 days of the day we receive your item back. Please note that it may take some time for your bank or credit card company to process the refund.

If more than 14 days have passed since we received your return and you haven't had your refund, please contact us at contact@vivanutrition.shop.

Digital products

Our ebooks and other digital downloads can't be returned or refunded once the download has started. You agree to this at checkout, when you ask for your file straight away, which is why the usual 14-day cancellation period doesn't apply to them. If a file is faulty, we always replace it: email us with your order number and we'll send you a working copy, and if we can't put it right, you'll get your money back. None of this affects your statutory rights. When a guide comes free with a physical product, returning that product works exactly as our physical goods policy above describes.