Refund policy

# Refund Policy

At VivaLorra®, your satisfaction is important to us.

If you are not completely satisfied with your purchase, you may request a return within **30 days** of receiving your order.

## Eligibility

To be eligible for a return:

- The item must be unused and in its original condition.
- The item must be returned in its original packaging.
- Proof of purchase (order number or receipt) is required.

## How to Start a Return

To request a return, please contact us at:

**help@vivalorra.com**

Please do not send any item back without contacting us first. Returns sent without prior authorization may not be accepted.

## Damaged or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or you receive the wrong product, contact us within **7 days** of delivery.

Please include:

- Your order number
- Photos of the product
- Photos of the shipping package (if applicable)

We will review your request and provide an appropriate resolution.

## Non-Returnable Items

For hygiene and safety reasons, opened or used personal care products cannot be returned unless they arrive damaged or defective.

Gift cards are non-refundable.

## Exchanges

We do not offer direct exchanges.

If you wish to receive a different item, please request a return (if eligible) and place a new order.

## European Union Customers

If your order is delivered within the European Union, you may have additional rights under applicable consumer protection laws, including a 14-day withdrawal period where required by law.

## Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within **10 business days**.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

If more than **15 business days** have passed since your refund was approved, please contact us at:

**help@vivalorra.com**