Vianacare.com (the “Site” or “Viana Care”) has a 30-day return policy from the day your package is successfully delivered. If you are not completely satisfied with a VianaCare.com purchase for any reason, please review our return, refund, and exchange policies below. Viana Care monitors return activity for abuse and reserves the right to limit returns or exchanges in all instances. All returns are subject to validation and approval at Viana Care's discretion.
a. We will honor a refund or exchange with the following conditions:
• Items must be unused and unopened;
• 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 defective or incorrect product (see Defective and • Incorrect Products Policy); and,
• Only items purchased on www.vianacare.com may be accepted for a return.
b. Items that cannot be returned (non-refundable):
• Items marked “Non-Returnable” on the sale page;
• All clearance items; and,
• Items damaged in transit.
c. 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 COD deliveries, you are responsible for all shipping costs, and therefore, are non-refundable.
To start a return, please contact our customer service at email@example.com and include your name, order number, and reason for return. If 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.
2. 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. If you receive a refund, the cost of shipping will be deducted from your refund. You will receive the credit within the time period designated by or according to your card issuer's policies. Viana Care reserves the right to approve, reject, partially approve refunds at its discretion. Lost return shipments will not be refunded.
3. Damaged or Incorrect Items
INCORRECT ITEM : If you have received the wrong product, please contact Customer Service at firstname.lastname@example.org and include the details of your order within 3 days after receiving the order so we may assist you.
DEFECTIVE PRODUCT : If you discover any defects or missing parts for reasons due to manufacturers' error, please contact Customer Service immediately at email@example.com . Please include order details, and submit pictures and / or videos showing the defect. If it is determined to be defective, we will replace the product or issue a refund.
We kindly remind you to attach the necessary documentation so 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 replace the product or issue a refund.
4. Change & Cancellation
No changes nor cancellations can be accepted once payment for your order has been processed
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 refund the amount of the products less shipping costs. Please note: We will only issue a refund if we receive the returned package - we do not take responsibility for seized goods.
6. Delivery Failure
If a package is returned to our warehouse because it could not be delivered (either because you were unable to claim the package or refused delivery) we can resend the package for an additional shipping fee or issue a refund less original shipping costs once we receive the undeliverable package.