Products are inspected by the manufacturer prior to release to ensure that the order is in good condition, complete, and ready for shipment.
The carrier is responsible for a complete inspection of the products at the point of origin. Any damage must be noted on the BOL, CMR, DDT. The signed BOL is confirmation by the carrier that they have accepted responsibility for delivering the products in the condition in which they were received. Inspection of the boxed or crated products are limited to the exterior of the packages. Exceptions must be noted and the packages opened at once if the condition of the cartons or crates appear compromised.
We ask that you report any product defects within 14 days of you receiving your order. After 14 days, Viva Interiors will make every attempt to replace your item, but charges may apply.
Requests to replace an item always receive priority handling at Viva Interiors to keep your project on track. But, please note that these requests are subject to availability.
Do not attempt a return without first having obtained a Viva Interiors written authorization. The Viva Interiors will not accept returns without prior written authorization.
Please include the Sales Order Return Number with the returned product(s).
Replacements are sent free of charge, and Viva Interiors will cover any return shipping costs and the shipping of the replacement product. Viva Interiors will send you return instructions to follow. Please do not discard the defective product until you receive these instructions. Failure to follow these instructions (such as failing to return the defective product or failure to send requested photos of the damaged item) may result in a delay in the replacement or an incurred charge for the replacement.
As it is very important that any product issues are properly diagnosed, we ask that you help us eliminate any issues with installation or other variables before requesting a replacement. Our tech support team and/or manufacturer representatives will work with you to accurately diagnose the issue you are experiencing. If a returned item is found to be in working condition upon inspection, you may not be eligible for a refund and may incur a restocking fee.
Viva Interiors is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods
All shipments with items that were received incorrectly or in error have to be reported to us within one week after delivery was made. We have to get notified by email if the item is no matching your order. We are unable to accept any claims after one week of delivery of the goods. In the event of the delivery of an incorrect item, Viva Interiors shall reserve the right to provide the correct product within a period of up to 8 weeks after delivery of the incorrect item. Viva Interiors will pay for all shipping cost to provide a pickup the new product. If the client does not want an exchange, the order will be treated as a return and restock fees will apply of up to 25%.
Most products sold on viva-interiors.com are backed by a manufacturer warranty. Viva Interiors itself does not warranty the items that we sell, but our team will assist you in resolving any issues during the warranty period.
All products are sold with a "Legal Guarantee of conformity" in compliance with the Directive 2011/83/EU.
Manufacturers are the sole and direct liable party in case of production defects or diversity of the goods. In any case, warranty on products sold on Viva Interiors platform shall be exercised by the Manufacturer of each item as per the methods and time limits indicated by law.
In line with the above mentioned "Legal Guarantee" Manufacturers are liable for all flaws becoming visible within 2 (two) years from the delivery date of the relevant product.
The Legal Guarantee provides for the Consumer to advise the Manufacturer of any flaws found in the purchased item within 2 (two) months from the moment it becomes visible. As soon as the information is communicated to the Manufacturer, the Consumer shall be entitled to have the item repaired or replaced, with no prejudice to all other rights provided for by this law in favour of Consumers.
The Legal Guarantee shall not be applicable to products that have been repaired, modified or in any way changed by the user. By the same principle, the Legal Guarantee shall not be applicable to any malfunctions, flaws and damages caused by incidents or due to responsibility of the user, or when the product has been used differently from the description in technical documents provided or for a different purpose than the one indicated by the Manufacturer, or in a way that runs counter to the user instructions provided.
Clients shall contact Customer Service writing to office@viva-interiors.com in order to exercise their warranty. Our Customer Service shall provide all necessary information supporting Clients in exercising their rights.
Clients shall only be able to access their warranty when they have their proof of purchase available.
Once we receive your order we get to work on it right away, therefore it may not be possible to cancel an order that is in process. To request a cancellation please contact Customer Service and we will attempt to stop or modify the order. Once an item has shipped, cancellation is not possible. In most cases custom, special order and non-returnable items cannot be cancelled. Cancellation requests may take several days to process and you will be sent an email upon confirmation. If an order ships prior to confirmation, you may have the option of returning the item once it is received. A refund will be issued following the standard return process.
The Viva Interiors only accepts returns for in stock furniture and lighting items and small objects. All custom-made items, special orders, opened items or items returned without all original packaging are non-returnable.
Returns are accepted within 7 days of receipt of your order. All returns must be approved in advance by The Viva Interiors. Items must be returned in original and unused condition with original packaging. Please make sure that items are well packed and insured for the full amount. A restocking fee may apply to any order not received in good condition. Shipping costs are non-refundable, and all costs for return shipment are the responsibility of the customer. Exchanges will incur additional shipping charges. Returns are not accepted after 7 days from receipt of order at your shipping address.
Please note that any expedited shipping charges from your original order are non-refundable.
RETURNS EXCEPTIONS: We are unable to accept returns for:
Products that are clearly marked non-returnable on the Invoice
Products that have been assembled or installed
Products without original packaging or not in their original condition
Products with crystals that have been unwrapped
Custom orders, including those that are made-to-order or customized to your specifications
Light bulbs
Large quantities of the same product (6 or more)
Open-box or clearance items
Your refund credit will be issued after the item has been received and inspected. The cost of the return shipping will be deducted from the credit amount if you used our labels. In other words, you are responsible for the return shipping cost of any item you return.
If an order has already been shipped and is being refused by the client, the client is responsible for the cost of returning the product as well as any restocking fees. If the product cannot be returned to the sender (for example: if the return shipping cost exceeds the value of the merchandise), no refunds can be given in such a case. International Orders – orders returned from the other country will have shipping and any applicable taxes and customs duties deducted from the refund.
Please contact Customer Service and include your order number and a list of the item(s) you are returning.
Unfortunately, fragile items are sometimes damaged during shipping. Products with factory defects, missing parts or other problems originating prior to shipment - are handled differently than Damaged Goods (items that have been damaged by the carrier while in transit) which are discussed in the section below.
Should the Client or the person acting as Consignee on behalf of the Client find that products have visible defects, such as wrong number of packages, or lack of integrity of packaging, the Client or the Consignee shall immediately advise this by writing it in the shipment documents provided by the Carrier.
Moreover, we ask that you report the receipt of a damaged item to Customer Service within 48 hours of delivery and that you do not discard the damaged item and its packaging. If you fail to report damages within this time frame, we are not able to file a claim with the carrier; which means Viva Interiors cannot accept responsibility for the damages.
Once you notify us that your product was damaged, Viva Interiors will file a claim with the shipper. These claims typically take 8-10 business days to process. Please do not discard the damaged product or the packaging during this time. The shipper will typically be dispatched to pick up the item for inspection and processing. We ask that you assist us in this process by ensuring the item is available for pick-up at the scheduled date and time.
In most cases, we can order a replacement item at no cost to you as soon as the damaged item has been picked up. However, the claim is still considered outstanding and could result in a charge for the replacement item depending on the outcome of the claim. Replacements are subject to availability.
If you receive a product that has broken glass or a dented shade, we will provide replacement glass or shade at no additional charge as long as it is reported within 48 hours. If you wish to return an item that was received with broken glass or a dented shade and report it within 48 hours, we will provide a replacement for the glass or shade at no additional charge. If you wish to return a product that was received with broken glass or a dented shade, the standard return policy will apply.
Viva Interiors is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of damaged goods. We always recommend that you wait to schedule installation of any items until after your fixture has arrived and been inspected.
Please contact Customer Service if you have any questions.
Viva Interiors shall not be liable for loss of turnover, gains, data or for any other indirect damage of any type deriving or linked to contracts drafted under the General Conditions.
Viva Interiors liability for platform malfunctions such as: wrong Order confirmation reception due to a block of the email service, cyber-attack, and denial of service, shall never be over the total value of the Purchase order. Viva Interiors liability in connection with the sale of products on its platform shall never be over the price paid by the Client for a product. This rule does not apply in case of gross negligence or wilful misconduct.
Please refer to the detailed description of how we use personal data, provided while registering to the services offered by Viva Interiors.
Please contact Customer Service if you have any questions.
