Return Policy
Requirements of Return
- Valid reasons for return are limited to:
- Defective item: damaged upon delivery; content being “off”; broken seal; expired. These need to be checked and returned immediately following delivery.
- Wrong item: receive an item different than what you ordered.
- Proof of payment for the goods delivered;
- Proof of purchase – the document handed over to you together with the product, on delivery.
- Original packaging – the manufacturer packaging, with unbroken seal, and no damages to Statutory Stamps on Bottle/Can/Cask.
- Any free promotional items – gifts or accessories delivered with the purchased item
Return Process
- We will perform a careful quality check.
- If the claim is valid, we will notify you via email/SMS or phonecall and refund you according to your requested refund method.
- The process may take up to 7 days, barring any delays.
- Refunds will be processed strictly via M-Pesa or debit/credit card, with you covering all applicable charges pertaining to the refund
- If the claim is invalid, only 75% of the cost will be refunded, with you covering all applicable charges pertaining to the refund.
- We keep track of all return requests and use the data to improve our product quality and service, as well as for customer profiling. Customers with unjustified/invalid return requests may be denied shopping on Viva Global Site in the future, at our sole discretion.
Timelines of Return
All items sold on the Site, under certain conditions, must be checked and returned immediately upon delivery. Once delivery note has been signed upon receipt, it is assumed that goods were received in good condition and no returns will be accepted thereafter.
Invalid Claims
If your return is invalid then we will call you to explain the issue. Only 75% of the item value will be refunded in such cases.
Wrong Delivery
On delivery, kindly ensure to verify that the item delivered is in good condition and reject any delivered goods if it does not match your order. In case of many items being purchased, you do not have to return your entire order and can return the wrongly delivered products.
For the wrong item received, a 100% refund will be given for the same or supplied with the correctly ordered product thereafter.
Exchange instead of a Refund
Exchange of an item is not allowed. Refund will be processed as per refunds methods and a new item may be purchased if required.
Missing Items on Delivery
We will only be liable if the missing item is reported on the spot. Please ensure to counter-check during pickup/delivery to confirm if all the mentioned items (What’s in the box) have been delivered. Once delivery has been completed and no complaints have been raised regarding any missing items, this will serve as an acknowledgement that there are no missing items and thereafter no claim shall be raised by you on any allegedly missing items.
