Exchange Policy - VEZTIVIA

This exchange policy is valid from Jan 2024.

If you are not satisfied with the product or have changed your mind about the purchase, you may request an exchange or return within 7 days from the date of receipt of the order at your address. The product must be in perfect condition and show no signs of use, meaning in the same condition as you received it. Furthermore, it is essential that the item is in its original packaging.

Conditions for making an exchange:

If you wish to make an exchange, the product must be in perfect condition and show no signs of use, meaning in the same condition as you received it. Furthermore, it is essential that the item is in its original packaging.

How to request an exchange:

Send an email to customer service: veztivia@outlook.com, providing your full name, order number, contact phone number, and reason for the exchange. You will receive our contact with the necessary information to complete the exchange, and then we will issue the REVERSE LOGISTICS for you to post the item at the Post Office. The deadline for you to post the merchandise is 5 calendar days after the label is issued.

After sending the items via the Post Office, you will need to await the receipt of the products at our Distribution Center for analysis of the received items. This step will occur within 7 business days, varying according to our return flow.

If it meets the approval criteria, we will inform you of the next steps in the process.

If the item does not meet our standards, it will be held at the company for 15 days for freight payment and return to the customer. After 15 days, we will not be responsible for keeping the item, and it may be discarded. In this case, there will be no refund to the customer.

Conditions for returns due to regret:

If you regret the purchase, you can also return your order within 7 days from the date of receipt of the order at your address.

How to request a return due to regret:

Send an email to customer service: veztivia@outlook.com, providing your full name, order number, contact phone number, and reason for the return. You will receive our contact with the necessary information to complete the return, and then we will issue the REVERSE LOGISTICS for you to post the item at the Post Office. The deadline for you to post the merchandise is 5 calendar days after the label is issued.

After sending the items via the Post Office, you will need to await the receipt of the products at our Distribution Center for analysis of the received items. This step will occur within 7 business days, varying according to our return flow.

If it meets the approval criteria, we will inform you of the next steps in the process and request a refund through the platform. You will receive the refund within 30 days from the date we request it. The amount will be refunded using the same payment method you selected when purchasing from our online store. There will be no additional cost for you to receive the refund.

If the item does not meet our standards, it will be held at the company for 15 days for freight payment and return to the customer. After 15 days, we will not be responsible for keeping the item, and it may be discarded. In this case, there will be no refund to the customer.

Products with manufacturing defects:

According to Brazilian law, in the case of items with manufacturing defects, you have the right to request a return within 30 days, counted from the date of receipt of the order at your address.

How to request a return for defective products:

Send an email to customer service: veztivia@outlook.com, providing your full name, order number, contact phone number, and information about the manufacturing defect (description with photos or videos). We will analyze your case within 30 days from the date we receive the returned products. The amount will be refunded using the same payment method you selected when purchasing from our online store. There will be no additional cost for you to receive the refund.

How to return products:

Following the Consumer Protection Code, the shipping costs for returning products due to the right of regret or items with manufacturing defects will be covered by our store through the reverse logistics process.

You will receive a postage authorization code by email after your exchange or return request and must post the merchandise at a Post Office branch within 5 days from the date of issuance of the REVERSE LOGISTICS. We do not cover packaging costs, so we suggest you use the same packaging in which you received your purchase (if it is not damaged) or a suitable box that preserves the items during transport.

 

Regarding promotional orders:

In this case, for returns, all items must be returned, and we will issue a full refund for the order, excluding the shipping cost, and the customer must bear the return shipping cost. In case of exchange, in general, we DO NOT exchange orders placed during promotions.

Contact us:

If you have any questions about our exchange and return policy, please contact us via WhatsApp: +1(857)312-7045. It is worth noting that your email may be blocked or go to SPAM / JUNK MAIL, so if you do not receive our contact within 5 business days, please reach out to us via WhatsApp.