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Returns and Exchanges

Thank you for selecting VivaTerra where we are proud to inspire green living. We take great care in curating unique, earth-friendly, high quality products. While we strive to ensure that you are completely satisfied with each purchase, we understand that, occasionally, an item may not quite meet your expectations and it may need to be returned, exchanged or replaced. With that in mind, we have crafted guidelines and policies intended to allow you to shop with confidence.

OUR GUARANTEE

VivaTerra is proud to offer exceptional products. If an item fails to meet your expectations, simply return it within 90 days of receipt. If your item is defective, you have one year from the date of purchase to return it. Customized items, including upholstered furniture, cannot be returned unless there is a shipment error or manufacturing defect.

Please use one of our hassle-free return or exchange methods outlined below.

FAST EXCHANGE

For the fastest service, call Customer Service at 1-800-247-6799 to request a Fast Exchange. We'll immediately place your new order and charge your credit card. Your replacement item usually ships the following day. We pay the shipping and handling.

While you await your replacement item, repackage your return merchandise carefully and complete the Return and Exchange Form found on your packing slip. Once we receive your return, we'll credit you for the cost of the original item less the return shipping fee of $6.95

RETURNS OR EXCHANGES BY MAIL

Please complete the Return and Exchange Form found on your packing slip. Also, be sure to fill in the Reason Code on the back of your invoice. This will expedite the processing and ensure the accuracy of your return.

For your convenience, a UPS Authorized Return Label is included with every shipment. Instructions are found on the back of the label.  Affix the label over the original shipping label on your box and drop it at a convenient UPS pickup location. If you're returning your item because it is damaged, defective, or an error was made on our part, you will not be charged for return shipping. If you are returning for any other reason, we'll deduct the $6.95 return shipping fee from your refund or credit. Returns are usually processed within 48 hours of receipt of the return merchandise.  Please note that personalized items are nonreturnable.

Lost your label? Call 1-800-247-6799 and we'll send you one.

If you prefer to send your return via US Postal Service, please download a printable label. We'll deduct $6.95 from your refund or credit.

If you choose not to use our UPS or USPS prepaid label, you are responsible for all return shipping costs.

Please ship your return to:
VivaTerra Returns Department
7021 Wolftown-Hood Road
Madison, VA 22727

RETURNING LARGE ITEMS OR FURNITURE

Before signing the bill of lading: Please inspect your merchandise presented by the trucking company. If there is obvious damage to the merchandise, please document this damage on the bill of lading before the driver leaves. Any package defects such as tears, punctures, crushing, water damage or placement of the item wrong end up may indicate concealed damage. Please keep all packaging until you have determined the order is acceptable.

During delivery: If you see obvious damage you may refuse the shipment and note the reason for the refusal on the delivery paperwork. Call us at 1-800-247-6799 to arrange for a replacement. You will not be charged for shipping and handling on your replacement order.

After you have accepted delivery: If you discover a problem, call us at 1-800-247-6799. We may be able to resolve the problem without a return. Please retain all packing material and boxes until you have verified the satisfactory condition of your purchase. If you do need to return or exchange a large item, call us and we'll arrange for it to be picked up by a freight company.

REPLACEMENT PARTS

We carry replacement parts for many of the items we carry and can often help with replacement parts for a nominal fee. Please call 1-800-247-6799 for assistance.



Sat Jun 06 17:15:15 EDT 2020