Exchange and Return Policies

At SmartViva, we take your satisfaction very seriously. Therefore, we offer a clear and responsible return policy, aligned with the conditions established by our suppliers . Below, we explain how our general policies work.

1. Which products are returnable?

Not all products are returnable. Some items, due to their nature or hygienic conditions, are excluded from our return policy .

Always check the “Shipping and Returns” section on the product page to find out if that particular item can be returned.

Returns are not normally accepted on:

  • Items for intimate use or personal hygiene.
  • Customized or custom-made products.
  • Opened or tampered with electronic devices.
  • Perishable or consumable items.
  • Hazardous materials, flammable liquids or gases.
  • Products on sale or gift cards.

2. Deadline to request a refund

You have up to 30 calendar days from receipt of your order to request a return for products that qualify.

In some exceptional cases, the delivery time may be shorter, as stipulated by the supplier. This information is also indicated on the product sheet, if applicable.

3. Conditions for a return to be accepted

For your return to be approved, the item must meet the following requirements:

  • Be unused and in the same condition as you received it.
  • Keep the original packaging intact and with labels.
  • Include all accessories, manuals and original documentation.
  • Not to present damage, signs of use or improper handling.

Otherwise, the return may be rejected unless the product is defective from the factory.

4. How to initiate a return?

To initiate a return:

  1. Check if the product is returnable according to its information sheet.
  2. Go to our contact page:
    👉 https://smartviva.store/pages/contacto
    and provide: order number, reason for return and, if applicable, photographs of the item and its packaging.

Once your application is approved:

  • We will send you the return instructions .
  • In some cases, you will receive a prepaid return shipping label .
  • The return address will depend on the corresponding supplier.

🚫 Returns will not be accepted without prior request.

5. Costs associated with the return

The cost of return shipping depends on the cause:

  • If the product is defective, damaged or wrong:
    → The supplier assumes the cost of the return.
  • If the reason for the return is personal (change of mind, error in choice, etc.):
    → The customer assumes the cost, unless otherwise indicated in the product sheet.

6. Refunds

Once the returned product has been received and verified by the supplier, the refund process will begin.

  • The refund will be made using the same payment method used.
  • The estimated delivery time is 7 to 14 business days .
  • Your bank or issuing institution may take a little longer to reflect the income.

💡 In some cases, you can opt for a purchase voucher or product replacement , if you prefer and the supplier allows it.

7. Defective or incorrect products

If your order meets any of these conditions:

  • Product damaged from factory.
  • Wrong item received.

You can request a refund or replacement at no cost . To do so, you must provide:

  • Visual evidence : photos or videos of the item and packaging.
  • Order number.

8. Reflection period (EU)

If you reside within the European Union, you have the right to cancel or return your order within 14 calendar days , without giving any reason.

This right applies only to products shipped from or to EU countries and provided that the item:

  • Be unused.
  • Preserved in its original packaging with labels.
  • Accompanied by proof of purchase.

9. Special situations and exceptions

Requests for refunds that are received outside the deadline or do not meet the conditions described here will be evaluated individually .

We reserve the right to accept or reject returns outside of policy, based on the decision of the relevant supplier.

✅ Useful recommendations

  • Always check the product information sheet before purchasing.
  • Please keep the original packaging until you confirm that you will not return the item.
  • Document any incident with photos from the very beginning.
  • Keep your proof of purchase and tracking number.

📞 Do you have any questions?

If you have any additional questions, you can easily contact us:
👉 smartviva.store/pages/contact

Thank you for trusting SmartViva . Your satisfaction is our priority.