Refund policy

Pele Viva – Return & Refund Policy

Last Updated: May 2026

At Pele Viva, customer satisfaction is important to us. We strive to provide high-quality skincare products and a positive shopping experience. Please read our return and refund policy carefully before making a purchase.

Returns

Due to the nature of skincare and personal care products, we currently do not accept returns for opened or used items for hygiene and safety reasons.

We may accept return requests under the following circumstances:

  • The item arrived damaged
  • The wrong item was received
  • The product arrived defective
  • The order was incomplete

To request assistance, please contact us within 7 days of delivery with:

  • Your order number
  • Photos of the item(s)
  • Photos of the packaging
  • A brief explanation of the issue

Requests submitted after 7 days of delivery may not qualify for replacement or refund consideration.

Damaged or Defective Products

If your product arrives damaged or defective, Pele Viva will review your case and may offer:

  • A replacement product
  • Store credit
  • A partial or full refund

Approval is determined after reviewing the provided information and photos.

Non-Returnable Items

The following items are not eligible for returns or refunds:

  • Opened or used skincare products
  • Products damaged through misuse
  • Products purchased during clearance or promotional sales
  • Gift cards
  • Orders with incorrect shipping information provided by the customer

Allergic Reactions & Skin Sensitivity

We recommend reviewing ingredient lists and performing a patch test before full application.

Pele Viva is not responsible for individual allergic reactions or skin sensitivities. Results may vary from person to person.

Lost or Stolen Packages

Pele Viva is not responsible for packages marked as delivered by the shipping carrier.

If your package is lost or stolen, we recommend:

  1. Checking with neighbors or household members
  2. Contacting the shipping carrier directly
  3. Reaching out to our support team for assistance

Claims for lost packages may require a courier investigation before a replacement or refund decision is made.

Shipping Delays

Delivery times are estimates and may vary due to:

  • Carrier delays
  • Customs processing
  • Weather conditions
  • High-demand periods

Pele Viva is not responsible for delays caused by third-party shipping providers.

Order Cancellations

Orders may only be canceled before they are processed or shipped.

Once an order has entered fulfillment or shipping preparation, cancellations may no longer be possible.

Refund Processing

If a refund is approved:

  • Refunds are issued to the original payment method
  • Processing times may vary depending on your bank or payment provider
  • Shipping fees are non-refundable unless the issue was caused by our error

Contact Us

For return or refund assistance, please contact our support team at info@peleviva.store with your order details.

Thank you for supporting Pele Viva. 💖