Complaints/returns

 

Questions 

If you have problems or questions regarding your order or other please send an email to viva@vitaviva.com

Complaints

VITAVIVA complies with current EU-legislation offering 24 months period for complaints, provided complaints are submitting within a reasonable period, namely 2 months  from the time where the fault becomes appareant. All complaints should be addressed to viva@vitaviva.com.

Information concerning the exercise of the right of withdrawal. 

Under the current EU-regulations, you have the right to withdraw from this purchase within 14 days without further reason. 

The withdrawal period will expire after 14 days from the day on which you receive, or a third party other than the carrier and indicated by you receives the goods from Vitaviva AB.

To exercise the right of withdrawal, you must inform us at: Vitaviva AB, Ystadsvägen 22, 214 30 Malmö, Sweden, Telephone (+46) 0 70 400 4565, or by e-mail viva@vitaviva.com of your decision to withdraw from this purchase by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). 

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

The customer is responsible for the return shipping - both in terms of whether the package is lost and also for the payment of the return freight.

 

Not collected packages:

Packages not collected by the customer or refused by the customer, will be deducted a return shipping fee of € 12 before the order is refunded.

Other than that VITAVIVA refers to the EU Online Dispute Resolution website

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event no later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. 

Vitaviva AB holds the right to withhold reimbursement until we have received the returned goods or you have supplied evidence of having returned the goods, whichever is the earliest. 

You shall send back the goods or hand them over to Vitaviva AB, Ystadsvägen 22, 214 30 Malmö, Swedenwithout undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

Please note: You will have to bear the direct cost of returning the goods - typically the same amount as you paid for shipping of the purchase (also if you were qualified to free shipping you will need to pay for the return shipping).

PLEASE USE tracking for your return shipment for your own sake, since the return shipment is your responsibility. As soon as we receive the goods back in stock, we will refund your order using the method you used to purchase the products. A refund may take up to 10 days to show on your bank account statement - this depends on your bank- not VITAVIVA.

Please note: All our products are sealed due to hygienic purposes. No refund will be given if the sealing is broken upon the returnment of the goods. 

Products should be returned to (please enclose delivery note or clear indication of the order number and products returned):

Vitaviva AB

Ystadsvägen 22

214 30 Malmö

Sweden

Restocking fee

Vitaviva AB retains the right to charge a 10% or a min. of € 12.- returnshipment fee for any uncollected, rejected or returned packages. The restocking fee will be waived if a mistake has been made by Vitaviva AB or the Posstnord/postal service resulting in the return of a package. Any return cost incurred in such a situation will be refunded by Vitaviva.