Viva Celina, striving for quality, respect and customer satisfaction, has created an exchange and return policy in accordance with the Consumer Protection Code.

You can request a return by accessing my “Request Return” in the Customer Services area at the bottom of the website, or by sending an email to [email protected].

The product must not be returned without notifying SAC and/or outside the seven-day limit from the date of receipt.

1. Replacement

If you decide to exchange the product upon receiving it, you must do so within seven calendar days from the date of receipt. The following conditions must be met: The product must not show signs of use. The product must be sent preferably in its original packaging, accompanied by the invoice, labels, tags (label with the product reference code) properly attached to the product and all its accessories. When carrying out the exchange process, the customer must state on the back of the invoice to be returned the reason for the exchange, the name of the person returning the product, CPF and the date of return. In the case of an exchange, the customer must contact Customer Service to inform which product they will be exchanging it for, its availability and to note any possible difference in value.

2. Return due to Regret/Withdrawal:

If, upon receiving the product, you decide to return it due to regret, you must do so within seven calendar days from the date of receipt. The following conditions must be observed: The product must not show signs of use. The product must be sent preferably in its original packaging, accompanied by the invoice, labels, tags (label with the product reference code) duly attached to the product and all its accessories. When carrying out the return process, the customer must state on the back of the invoice to be returned the reason for refusal/return, the name of the person returning the product, CPF and the date of return.

3. Return and Analysis of Defective Product:

The product will undergo an exchange analysis with a maximum period of 30 (thirty) days for the solution. Viva Celina is exempt from exchanging or repairing any product where a quality defect has been found due to poor and/or time of use.

4. Refund of amounts:

The refund of the amounts paid to the buyer will be processed, through the same payment method used in the purchase; after receiving the product at our Distribution Center and checking its conditions.

For payments made by credit card, the refund may occur within 2 (two) invoices following the refund authorization date, as this depends on the invoice closing date and the financial policy of the card administrator.