Refund and Cancellation

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Cancellation Policy

Cancellation before shipment (Only valid on orders placed & delivered in India):

  • If the order or the item(s) you wish to cancel have not been shipped yet, you can write to our customer support team at support@lavivoprofessional.com or call us on our helpline (to be provided by LA VIVO).
  • In such instances, the order will be cancelled, and the money will be refunded to you within 24-48 business hours after the cancellation request has been duly processed by us.

How will I get refunded for the cancelled orders and how long will this process take?

  • For cancellations before shipment, we process the refund within 24-48 business hours after receiving the cancellation request.
  • If the cancellation occurs after the shipment has been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.
  • For payments made through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take an additional 2-3 business days for the amount to reflect in your account.
  • For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details via email. It may take an additional 2-3 business days for the amount to reflect in your account.
  • Additionally, we offer the convenient option of refund through LA VIVO coupons, which can be utilized for future purchases.

What if I used discount vouchers or loyalty points during the time of payment and I have to cancel my order?

  • Discount vouchers are intended for one-time use only and will be considered as used even if you cancel the order.
  • If you had redeemed loyalty points for an order, the same will be credited back to your account in the event of a cancellation.

Returns, Replacements, and Refunds

How do I return an item purchased on LA VIVO?

  • LA VIVO offers its customers an ‘Easy return policy’, where you can request a return/exchange of a product within 15 days of its delivery. We also accept partial returns, allowing you to return one or all products in your order.
  • To initiate a return, you can contact our customer support team at support@lavivoprofessional.com within 15 business days of receiving the order.
  • Once your request is received, we will arrange for the item to be picked up from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels, and barcodes intact.

Note: In the case of replacements, it is subject to stock availability. If a replacement is not available, we will refund the full amount.

Which items cannot be returned/exchanged?

Returns will not be accepted under the following conditions:

  • Product is damaged due to misuse/overuse.
  • Returned without original packaging, including price tags, labels, original packing, freebies, and other accessories.
  • Serial Number is tampered with.
  • Defective products not covered under Manufacturer’s warranty.
  • Product is used or altered.
  • Request initiated after 15 business days of order delivery.
  • Free product provided by the brand.

Note: Personal care appliances and customized products cannot be returned due to hygiene and customization reasons, respectively.

Do I have to return the free gift when I return a product?

  • Yes, the free gift is considered part of the item order and must be returned along with the originally delivered product.