RETURN & REFUND

Not entirely satisfied with your purchase? If you’d like to return/exchange any item(s) please see below for our return policy.
 
CHANGING ORDER & CANCELLATION POLICY 
 
Sometimes something happens and you need to change or cancel your order. We totally understand and are here to help, but you must contact us immediately! However, once your order is processed and fulfilled in the warehouse, we cannot accept any changes or cancellations.
 
Please contact Customer Service at support@vianacare.com with your order number to change or cancel your order. 
 
RETURN & EXCHANGE POLICY
 
If you are not completely satisfied with your purchase for any valid reason, you are welcome to return any unopened product within 30 days of receipt of delivery.
 
We will honor a refund or exchange with the following conditions:
  • Items must be unused, unopened, and in the same condition as you received it.
  • Items must be in the original packaging
  • Proof of purchase must be accompanied with the returned merchandise.
  • We do not refund original shipping costs with the return.
  • You will be responsible for the return shipping charges, which will not be refunded, unless you received a damaged, defective or incorrect product (see Damaged, Defective, Incorrect Products Policy).
  • Only items purchased on www.vianacare.com may be accepted for a return.
No refund will be honored if any of the product(s) has been opened, used or damaged (including damage incurred during transit) back to us unless the product is faulty.
 
There are a few items that can’t be returned (non-refundable):
  • Items marked “Non-Returnable” on the sale page 
  • All clearance items 
However, if your item is damaged or defective, these exceptions do not apply. In this case, we’ll take care of it and work with you to find the best solution.
 
To start a return, please contact our customer service at support@vianacare.com and be sure to include your name, order number and reason for return. Once you are authorized
to return the item(s), please follow the instructions provided in the email. Item(s) must be returned in new, unused condition in its original packaging. 
 
REFUND POLICY
 
If you are dissatisfied with your product, you may return it at your own cost.
 
Once we receive your item, we will inspect it and notify you that we have received your returned item(s). We will immediately notify you on the status of your return after inspecting the item(s). If your return is approved, we will initiate a refund based on the original method of payment. You will receive the credit within a certain number of days depending on your card issuer’s policies.  Viana Care reserves the right to approve, reject, partially approve or decide the type of return.
 
If you paid through Yandex, the refund process will be done through an account manager. Your assigned account manager will send you a confirmation for the refund. Please note that once the account manager sends you a confirmation that funds are returned to your bank account, the funds are no longer in our company’s account.  You will receive the credit from Yandex to your account within 2-5 days, depending on your bank’s policy.
 
SHIPPING POLICY
 
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
 
We recommend that all returns be sent via a traceable carrier. Keep the return tracking number associated with the package you are returning to ensure that the package is returned to our warehouse and send this tracking number to our customer service representative. Please note we do not accept C.O.D. deliveries.
 
Lost return shipments will not be refunded.
 
DAMAGED, DEFECTIVE, INCORRECT, MISSING ITEMS POLICY
 
DAMAGED PRODUCT:  In the event that you have any loss, shortage, breakage, leakage or any other structural damage to your package, please contact Customer Service at support@vianacare.com no later than 3 days after the delivery date. We will not be able to assist you if you report your problem later than this period. You will need to provide order details, and submit relevant pictures and/or videos that show the damages.
 
DEFECTIVE PRODUCT: If you discover any defects or missing parts for reasons not due to our error, please contact Customer Service immediately at support@vianacare.com. You will need to provide order details, and submit pictures and/or videos showing the defect. Once it is determined to be defective, we will immediately ship out the replacement product and/or issue a refund.
 
INCORRECT ITEM: If you have received the wrong product, please contact Customer Service at support@vianacare.com and include the details of your order and they will assist you further.  You will need to submit relevant pictures that show the incorrect item.
 
MISSING ITEM:  When you receive your shipment, check the entire shipment box and its context and compare the order received with your packing slip. If you are still missing a product, please contact Customer Service at support@vianacare.com with the order number and list of any  missing products. You will need to submit relevant pictures and/or videos that show the problem that you want to report. 
 
If the delivery box arrived damaged enough that a product could have fallen out, please email Customer Service at support@vianacare.com with a photograph of the damaged box. You will also need to provide the order number and list of any missing items. 
 
We kindly remind you to attach the necessary documentation so that your order may be processed in a timely fashion. If you fail to provide any of the requested information, your request will be declined. We will assess each case one by one and either issue an exchange or refund.
 
DELIVERY FAILURE
 
If a package is returned to our warehouse because it could not be delivered (either because you were not available for pick-up, refused delivery, or could not collect it from the local post office) we can resend the package at your cost or issue a refund once we receive the package with the delivery fee deducted.
 
CUSTOMS
 
In rare situations, packages may be held in customs. 
 
If a package is stopped in customs, we advise you to contact your local customs office and either try to have the package released or reject it and have it resent to us. Once we receive the returned package, we will either resend the package or refund the amount of the products. If customs returns your package to us, we will resend the package to you at no cost. If you would like a refund on returned products, we will refund the price of the products with the delivery fee deducted. 
 
Please note we only make a refund if we receive the returned package - we do not take responsibility for seized goods.