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Last updated: February 27, 2015

If you're not completely satisfied with an online purchase, we will gladly refund or exchange the product within 30 days of the ship date, less shipping charges, except as noted below.

For any exchange or return, we will need the original invoice or a record of the purchase in our system and the product must be in its original condition including the box, packaging, and all of the accessories. A Return Authorization (RA) number must be obtained from Customer Service via phone or email prior to return. Merchandise shipped to us without an RA number will be subject to a 20% restocking fee to be deducted from the refund amount.
Only no used items may be returned.
Non-defective products that are returned for exchange or refund will be subject to a 20% restocking fee if they have been opened or returned in a non-factory sealed box. Products returned in new and unopened condition will receive a full refund, minus shipping charges.

Round trip shipping charges will be the responsibility of the customer on orders that are shipped in good faith but are returned due to incorrect shipping information.
All shipping and insurance costs of the original order, the returned item(s) and any exchanged item(s) are the responsibility of the customer except in cases where Viva-glassware.com committed the order or shipping error. If you choose not to insure your package and we do not accept return of the Product, you will be responsible for any loss or damage. In cases where a product is claimed to be defective or has been shipped in error, Viva-glassware.com will arrange for return shipping. Contact Customer Service for assistance. Shipping charges will be deducted from any credited amount on any item that we have paid for return shipping because of a defective product claim which upon receipt is determined to be non-defective and in proper working order.

Upon acceptance of the merchandise that conforms to our return policy, the purchase price will be refunded (less restocking fees if applicable) using the method of original payment. Note that credit card refunds will only be issued to the original card that was charged for the purchase.
Allow 14 days (not including delivery time for mailed refunds) from when we accept your returned product for the processing of your credit. Individual bank policies will dictate when this amount is actually credited to your account.

Non-defective products returned for exchange or refund are subject to a 20% restocking fee if returned opened or in a non-factory sealed box. Products returned in new and unopened condition will receive a full refund, less shipping charges.

While every effort is made in packing and correctly filling your order, occasions will arise where a package is lost or damaged in transit. To insure your order is received complete and undamaged, we recommend the following order check-in procedure:
Inspect the entire shipment for visible damage prior to accepting the shipment, and note any damage on the delivery ticket/bill of lading before the delivery person leaves. For packages left at your doorstep, inspect the exterior of the carton(s) and note any large dents or tears on your packing slip (invoice).
Verify the number of packages delivered with the packing slip provided by Viva-glassware.com.
Unpack your order immediately and inspect for hidden or concealed damage, even if you don't plan on using the item right away.
Should any damage be discovered, retain the shipping carton and any inner packaging, request inspection immediately from the carrier as well as make a written request to the carrier. Hidden or concealed damage must be reported and an inspection requested within 5 days of delivery.