Refund policy

CANCELLATION POLICY

Purchase transactions on our Site are final, when payment is completed through the bank transaction. Once the bank transaction is approved, we process your order within 72 hours. 

If within the term from when you place the order until we process the order for shipping you understand that you do not want it, you can request cancellation by sending an email to: vivaboutiquebyaly@gmail.com with the Title: Order Cancellation.

The mail must include the following information:

  1. Name of the person who made the order.
  2. Postal address, email and telephone number of the person requesting the cancellation.
  3. Order number.
  4. Order date.
  5. Part identifier number.
  6. Product/service description.
  7. Reason for request.

Cancellations will proceed only when the order has not been shipped. Once the order is shipped, we do not make cancellations.

Once we determine that the cancellation is appropriate, we will grant a store credit, which you can use for 1 year and/or we will refund the money to the method with which you paid. The company will process the request and once it is determined that the cancellation proceeds, the credit or refund will be granted for the same amount of the transaction.

Once we determine the cancellation is appropriate, we will proceed to request the financial institution in charge to make the refund, to cancel the transaction. From the moment we request the cancellation or refund, the banking institution will be responsible for the return of the money. For these purposes, we cannot guarantee the term of time that elapses before the refund is reflected in the client's account. Refunds will be made to the same payment method used by the customer. The customer may choose to receive a credit. When the customer chooses a store credit, the company will process the request and once it is determined that the cancellation is appropriate, a credit will be granted for the same amount of the transaction.

The credits will be valid for 1 year.

RETURN AND EXCHANGE POLICY

If you received a product that you do not want or is not your size, you can make a return request by email addressed to: vivaboutiquebyaly@gmail.com, with the Title: Return, within a period of 2 days from the receipt confirmation date. 

The mail must include the following information:

  1. Name of the person who made the order.
  2. Postal address, email and telephone number of the person requesting the return.
  3. Order number.
  4. Order date.
  5. Receipt confirmation date.
  6. Part identifier number.
  7. Product description.
  8. Reason for return request.
  9. Photos that prove the reason for the return request, if applicable.

Once the request is received, the company will attend to it, and it will be evaluated in a period of up to 48 to 72 hours by its administrative staff. When the company authorizes it, the client must send clear and detailed photos of the piece for inspection, without this guaranteeing that the return will proceed. The sending of the photos of the piece must be done within 48 hours after the response of the company sent by email.

In all cases, the rules presented below will apply:

  • Return requests will proceed within a period of 7 days from confirmed receipt of the order. When the company authorizes it, the client must send the piece within 48 hours of the company's response by email. Shipping costs will be covered by the customer.
  • The company may, but is not obliged to review requests for product changes, after 7 days of receipt by the consumer. 
  • Items to be exchanged must be in the same condition that they were shipped. The price tag and/or brand, decals, safety or hygiene stickers may not have been removed, nor use of any kind be observed, the product must be seen intact, without use, without odors, without marks of any external agent including, but not limited to, not limited to lipsticks, ink, paint, no evidence of washing or any other alteration.
  • In cases where the company authorizes the change or return, the customer will receive a full refund of their money to their original method of payment.
  • The company reserves the right to launch special offers in which it is explicitly indicated that it will not be subject to change. This means that it will not be subject to the aforementioned process.
  • In all cases, the customer will bear the cost of shipping.
  • THIS POLICY DOES NOT APPLY TO SWIMWEAR, EARRINGS AND UNDERWEAR, WHICH WILL NOT BE RETURNED FOR SAFETY AND HEALTH REASONS.

DAMAGED PRODUCTS OR MANUFACTURING DEFECTS POLICY

All products that leave our facilities are exhaustively examined, and we strive to ensure that you have a positive shopping experience. If you receive a damaged product, in its original packaging, you must write us an email as soon as you receive the product at vivaboutiquebyaly@gmail.com. Notifications received after 24 hours from the confirmation of product delivery will not be considered for the purposes of this policy. 

The mail must include the following information:

  1. Name of the person who made the order.
  2. Postal address, email and telephone number of the person claiming.
  3. Order number.
  4. Receipt date.
  5. Part identifier number.
  6. Product description.
  7. 2 clear photos, with lighting and sufficient resolution to allow detailed examination of the alleged defect.

The damages covered by this Policy are not the damages that the product could have suffered during the shipment. 

The damages covered are those of manufacturing only, and the product must be intact, without use, without odors, without marks of any external agent including, but not limited to lipsticks, ink, paint, without evidence of washing or any other alteration that is not exclusively manufacturing damage.

Manufacturing defects or damage will be evaluated by our team and the determination to provide you with an exchange, credit or refund will be at our sole discretion.

The piece must be returned within a maximum term of 72 hours from the date of receipt confirmation. If we understand that it is indeed a manufacturing defect, and we will exchange the part, we will cover the shipping costs.

Rev. 03/2021