Returns and Refunds Policy

Your return options

If a product is not right for you, you have two options, which apply in addition to each other:

• the statutory right of withdrawal, of fourteen (14) days from receipt of your order, provided for in Articles L221-18 et seq. of the French Consumer Code (Code de la consommation);
• our commercial returns policy, which allows you to return an item to us within thirty (30) days from the day after you receive your order.

Our commercial policy is in addition to your statutory right of withdrawal: it in no way reduces it.

Conditions for a change-of-mind return

Under our 30-day commercial returns policy, a return because you have changed your mind is accepted on the following conditions:

• the item is returned in a condition that allows it to be resold;
• for items that have one, the manufacturer's warranty seal is intact;
• the item has not suffered any significant damage from handling or use;
• the item is returned in its original packaging, with all its accessories.

These conditions do not deprive you of your statutory right of withdrawal. During the statutory fourteen (14) day period, you may handle the product as you would in a shop to check its nature, characteristics and proper working order. If the product has been handled beyond what is necessary for this check, we may only deduct from the refund an amount corresponding to the loss in value of the product, in accordance with Article L221-23 of the French Consumer Code.

For a change-of-mind return, the return costs are your responsibility. We recommend a tracked service: this way you can prove that you sent the parcel and follow its progress.

Damaged, defective or non-conforming product

If you find that an item in your order is damaged, defective or non-conforming, contact us immediately by email at contact@shoppiva.com.

You then have thirty (30) days from the day after you receive your order to return the item to us and obtain, at your choice, a new product sent to you (free of charge) or a refund. The return costs are covered by us.

To process your request quickly, we may ask you for supporting evidence, in particular photos of the product and its packaging.

This commercial period does not reduce your rights under the legal guarantee of conformity, which lasts two (2) years, or under the guarantee against hidden defects, both described on our Warranties page.

How to make a return

Before sending anything, contact us by email at contact@shoppiva.com, stating:

• your order number;
• the reason for your return;
• where applicable, photos of the product.

The return address is sent to you by email in reply to your request, as it depends on the warehouse from which your order was shipped. Never send your parcel to our registered office address.

Pack the item carefully to avoid any damage in transit, then send it to the address provided.

If you send us an item without contacting us first, we cannot guarantee that your return will be processed.

Withdrawal form

You can exercise your right of withdrawal by clearly stating in writing that you wish to withdraw, to contact@shoppiva.com, or by using the model form below. You then have fourteen (14) days to send the product back to us.

• To CPM Consulting FZ LLC, A1-1210A Building no. A1 Al Hamra Industrial Zone-FZ, Ras Al Khaimah, AE, contact@shoppiva.com:
• I hereby give notice that I withdraw from my contract of sale of the following goods:
• Ordered on … / received on …:
• Order number:
• Name of consumer:
• Address of consumer:
• Signature of consumer (only if this form is notified on paper):
• Date:

Exceptions to the right of withdrawal

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised, in particular, for:

• sealed goods which have been unsealed by the consumer after delivery and which cannot be returned for reasons of hygiene or health protection;
• goods made to the consumer's specifications or clearly personalised;
• goods which are liable to deteriorate or expire rapidly.

Cancelling an order

The conditions for changing or cancelling an order before it is passed to our logistics centre, as well as the refund period if you cancel, are set out in Article 7 of our Terms and Conditions of Sale and Use.

If your order has already been shipped, you retain your statutory right of withdrawal and can follow the return procedure described above.

Lost parcel

If you have still not received your parcel 10 days after the expected delivery date, contact our customer service team at contact@shoppiva.com.

We will then ask you to allow 5 business days for us to investigate with the carrier.

If, at the end of this investigation, the carrier confirms that the parcel has been lost, we will, as you prefer, either resend your order free of charge or refund it.

Refunds

We process the refund once the returned product has arrived at our logistics centre and has been checked.

Once the return has been approved, the refund is made within 2 business days, to the payment method used for the order. Please then allow a further 5 to 10 business days for the amount to appear in your bank account.

If you withdraw, we will refund all amounts paid, including the original delivery charges, no later than fourteen (14) days from the date on which we were informed of your decision. We may withhold this refund until we have received the product or until you have supplied proof that you have sent it back.

Contact

Our customer service team is available by email at contact@shoppiva.com, Monday to Friday, 9:00 to 18:00. We reply within 24 to 48 business hours.