Política de reembolso

Return and Refund Policy

At Viva Koutour Cosmetics, we maintain high standards for hygiene and product integrity. Because our catalog includes both personal care items and fashion pieces, our return policy varies by product category.

1. Cosmetics and Skincare

All sales of cosmetics and skincare products are final.

Due to health and safety regulations, we cannot accept returns or exchanges on these items. Once these products leave our facility, we cannot guarantee they haven't been compromised; therefore, they cannot be added back into our inventory.

  • No exceptions will be made for opened, used, or even "change of mind" unopened beauty products.

2. Fashion and Accessories

We want you to love your style! We accept returns on Fashion and Accessory items (such as apparel, jewelry, or bags) within 30 days of delivery, provided they meet the following criteria:

  • The item must be unused, unworn, and unwashed.

  • All original tags and packaging must be intact.

  • The item must be in the same condition that you received it.

3. Refunds

Once your fashion/accessory return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

  • Approved Refunds: If the item is unused and in original condition, your refund will be processed, and a credit will automatically be applied to your original method of payment.

  • Non-Refundable Items: As stated above, refunds are not offered for any cosmetics or skincare items.

4. Damaged or Defective Items

If you receive an item that is damaged or defective (including beauty products), please contact us immediately at vivakoutourcosmetics@gmail.com with your order number and a photo of the damage. We will work quickly to provide a replacement or solution.

5. Shipping Costs

  • Customers are responsible for paying their own shipping costs for returning fashion items.

  • Shipping costs are non-refundable.

EU CUSTOMERS — RIGHT OF WITHDRAWAL

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, under the EU Consumer Rights Directive (2011/83/EU).

To exercise your right of withdrawal, contact us before the 14-day period expires at: 📧 vivakoutourcosmetics@gmail.com

Exceptions — the right of withdrawal does not apply to:

  • Sealed cosmetic or hygiene products that have been opened after delivery (for health and hygiene protection reasons)

Refund process:

  • We will reimburse all payments received from you, including standard delivery costs, no later than 14 days from the day we receive your returned goods
  • Refunds will be issued using the same payment method you used for the original purchase
  • Return shipping costs are your responsibility unless the item arrived damaged or defective

Returning items:

  • Items must be returned in their original, unopened condition
  • Please contact us first to initiate the return process

How to Start a Return

To initiate a return for a fashion or accessory item, please contact our support team at vivakoutourcosmetics@gmail.com with your order details.