1) Eligibility for Returns

• You may request a return within 30 days from the date your order was delivered.
• Items must be in the same condition that you received them: unused, unwashed, undamaged, with all accessories, manuals, and original packaging intact.
• A valid order number or proof of purchase is required.

2) Non-Returnable Items

For safety and quality reasons, the following cannot be returned:

• Personalized or custom-made items.
• Gift cards, vouchers, and downloadable/digital products.
• Opened hygiene-sensitive items (e.g., cosmetics, skincare, underwear, swimwear) unless faulty.
• Items marked “Final Sale.”

3) Damaged, Defective, or Wrong Item

• If your item arrives damaged, defective, or you receive the wrong item, contact us within 7 days of delivery.
• Please include clear photos/videos showing the issue and the packaging; this helps us resolve it quickly.
• Approved claims will receive a free replacement, exchange, or a prepaid return label with a full refund.

4) Exchanges

For the fastest service, we recommend returning the item and placing a new order for the desired item. If the item is defective or damaged, we will process an exchange at no additional shipping cost once verified.

5) Return Shipping & Costs

• Unless the return is due to our error (defective/damaged/wrong item), you are responsible for return shipping costs.
• Original shipping fees are non-refundable.
• Use a trackable shipping service. We are not responsible for returns lost in transit without proof of delivery.

6) Refunds

• Once we receive and inspect your return, we will email you the approval or rejection of your refund.
• If approved, refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the credit.
• No restocking fees apply. However, returns that are used, incomplete, or not in original condition may be refused.

7) International Returns

• Duties, taxes, and import fees paid at delivery are not refundable by us. You may be able to claim them back from your local customs office depending on local laws.
• Mark the parcel as “Returned Merchandise” to avoid additional customs charges.

8) Order Changes & Cancellations

• You can request a change or cancellation within 2 hours of placing your order by contacting us immediately.
• If your order has already shipped, we cannot cancel it. You may initiate a return after delivery under this policy.

9) How to Start a Return

1. Email us at support@viva-sola.com with your order number, the item(s) you want to return, and the reason (attach photos if applicable).
2. We will reply with return approval and instructions (including the correct return hub address). Returns sent without approval may be delayed.
3. Ship the item within 7 days of approval and share the tracking number with us.

10) Refused or Undeliverable Packages

If a package is refused at delivery or returned to us as undeliverable due to an incorrect address or multiple failed delivery attempts, we will issue a refund minus the original shipping fee after it is received back in our facility.

11) Questions

We’re here to help. Contact support@viva-sola.com. Our support hours are Monday–Friday, 10:00–18:00 (IST).