Exchange and Return Policy

Viora's Exchange and Return Policy

At Viora , customer satisfaction is our priority. Therefore, we have created a transparent exchange and return policy, aligned with the Consumer Protection Code (Law No. 8,078/1990). If you need to return or exchange a product, please follow the guidelines below. Before sending any item, please contact our Customer Service Center for instructions.

1. Return Policy

1.1 Right of Withdrawal (Purchase Withdrawal)

According to article 49 of the Consumer Defense Code (CDC), the customer who makes a purchase on our website www.viora.com.br may request cancellation within 7 (seven) calendar days after receiving the product.

Conditions for return:

  • The product must be without signs of use and sent in its original packaging, accompanied by all manuals, accessories and invoice.
  • Shipping must be done by post, to the address provided by our support team.
  • The cost of return shipping, in this case, will be the responsibility of

    Viora.

Attention: Products that do not meet the above conditions will be returned to the sender without prior notice.

1.2 Refund of Amounts

After analyzing the returned product, the refund will be processed according to the payment method used for the purchase:

  • Credit Card: The refund may take up to two subsequent invoices, depending on the card issuer.
  • Pix or Bank Slip: The refund will be made within 10 business days after the return is approved.

2. Exchange Policy

2.1 Exchange due to Manufacturing Defect

Viora offers a 90-day warranty for manufacturing defects, in accordance with article 26 of the Consumer Protection Code.

Procedure for exchange due to defect:

  1. The product must be sent by post, following the instructions of our Customer Service Center.
  2. The item must be sent in its original packaging, accompanied by the invoice and a detailed report of the problem identified.
  3. The deadline for technical analysis is up to 15 business days after receipt of the product.

If the report is favorable to the exchange:

The customer can choose between:

  • Receive a new product identical to the one purchased, at no additional cost.
  • Exchange for another model available on the website, paying the difference in value, if any.
  • Request a full refund of the amount paid.

If the report is against the exchange:

  • The product will be returned to the customer with an explanatory report, without the right to replacement.

Reasons for rejection of exchange:

  • Absence of defect or failure not detected.
  • Improper use or damage caused by the customer.
  • Signs of natural wear and tear or misuse (e.g., improper washing).

2.2 Exchange for Size or Color

We do not offer exchanges for incorrect size or color choices. The measurements for each product are detailed on the website so customers can make the best choice.

Important: The Consumer Protection Code does not oblige retailers to make exchanges due to regret regarding color, size or model.

3. Order Cancellation by Viora

(Store Name) may automatically cancel an order in certain situations, such as:

  • Payment failure or inability to debit the credit card.
  • Inconsistent or invalid registration data.
  • Product out of stock.

3.1 Refund in Case of Cancellation

If the cancellation is carried out at Viora 's initiative, the amount will be 100% refunded using the same payment method used for the purchase.

Refunds will occur in the following cases:

  • Impossibility of delivery due to error in the address provided by the buyer.
  • Unavailability of the product in stock, offering the option of exchange or full refund.