At Vivian Atelier, we want to ensure the best possible experience for you. We know that unexpected situations happen, which is why we have created a clear and simple policy regarding returns and refunds.
1. Digital Products that Do Not Accept Returns or Refunds
Due to the digital nature of the product, the following products are not eligible for returns or refunds. We do not accept returns due to regret after download. In the case of technical errors or issues with file access, the following products are not eligible for return or refund:
- Music CDs
- Ebooks
- Courses
2. Physical Products Eligible for Return or Refund
We accept return or refund requests up to 3 calendar days after receiving the order for the following products, provided they are unused and in perfect condition with the original packaging.
- Jewelry
- Watches
- Decor items
3. Physical Products that Do Not Accept Returns or Refunds
Due to the custom-made or digital nature, the following products are not eligible for return or refund:
- Wall paintings
- Self-portraits
- Custom Accessories (Custom items)
- Products from One Deal at a Time (Free or promotional items)
Please review all details and contact us before purchasing if you have any doubts.
4. No Exchanges for Incorrect Size Choice
The measurements of our products are provided in centimeters to assist in choosing the correct size.
Attention, Brazil: According to the Consumer Protection Code – Art. 18, the retailer is not legally obligated to perform exchanges due to regret related to color, size, model, or other subjective reasons. The right guaranteed to the customer is only for exchanges in cases of product defects.
5. Defective Products or Incorrect Orders
If you receive an item that is defective or different from what you ordered, contact us within 3 calendar days, providing photos and a brief description of the problem. After reviewing and confirming the issue, you can choose one of the following options:
- Receive a refund of the paid amount
- Receive a new product identical to the one ordered
- Receive a voucher for the value of the product, usable for future purchases
Important: Exchanges or refunds will not be processed after the established deadline.
6. How to Request a Return or Refund
Send an email to contact@vivianatelier.com with the following information:
- Full name
- Order number
- Product(s) in question
- Reason for the request
- Photos (if necessary)
Our customer service will respond within 3 business days with instructions.
7. Refunds
After approval, the refund will be processed using the same payment method used for the purchase, within 7 business days.
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