REFUND & RETURN POLICY

Return

We are happy to accept returns of unopened, unused products shipped back to us within7 days of delivery to our customers.  For “unopened” would mean that the plastic seal has not been removed from the individual unit, and the device is returned with any paper packaging it was shipped with.

If you would like to return products from your order, please email us at sales@myvivalahemp.com for instructions.

*We are unable to offer any refunds or store credits for shipping fees.  

Defective Devices 

Our Customer Service Team handles defective device claims on a case-by-case basis.

We do our best to put every device and box sold through a visual quality assurance check prior to packing and shipping orders.  However, there are a number of components in a disposable device that could fail and cause a faulty unit, and the nature of the product means that there is unfortunately not a way for us to thoroughly function and flavor test devices prior to shipment.
Sadly, this means that on occasion, our customers may encounter a product defective device.

In the event that you do receive a defective device, please send us an email to sales@myvivalahemp.com, including your order number and a description of the issue you are experiencing.  If the devices are malfunctioning – starting to fire without being drawn on, continuing to fire after you’ve finished drawing – please send us a video with this email, if possible, to help expedite the claims resolution process. *We are unable to issue any credit for shipping fees for devices determined through the claims process to be defective.

Missing/ Incorrect Items

All Missing or Incorrect Items claims must be made with us within 5 days of delivery of your order. Please verify the contents of your order as soon as it is delivered.  If your order is missing items, please take a picture of the products received, the shipping package with label it was received in and the invoice packed in your order and send it to sales@myvivalahemp.com.  We will immediately reship any missing product at no additional shipping cost. If your order contains incorrect items, please take a picture of the products received, the shipping package with label it was received in and the invoice packed in your order and send it to sales@myvivalahemp.com.  In certain circumstances, we may provide return postage for the incorrect products to be returned, but in every case we will rectify the problem immediately with no additional shipping charges.

Package Marked as Delivered but not Received/ Missing Packages

If you if you choose economy shipping at checkout, any packages marked as delivered but not received must be first be reported to the shipping carrier selected at checkout.  We are unable to contact shipping carriers or delivery locations on behalf of customers.

Package Non-deliverable or Returned To Sender

All packages returned to our shipping location marked Non Deliverable or Returned to Sender will be refunded, minus shipping, as soon as they are received and checked in.
We are unable to refund shipping costs for any package for any reason.

 

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