Withdrawal and returns

This English text is a translation for your convenience. The Spanish version is the legally binding one and prevails in case of any discrepancy.

Withdrawal and returns

If you buy from this shop as a consumer, you have 14 calendar days to change your mind about your purchase without giving any explanation. The law calls this the “right of withdrawal”. This policy explains how to exercise it and forms part of the General terms of sale.

In short:

  • Period: 14 calendar days from when you receive the product.
  • How: online, through the link “Withdraw from contract here”; by email; by letter; or with the model form.
  • Returning the product: within 14 calendar days of telling us. You pay the direct cost of sending it back.
  • Refund: everything you paid, including standard delivery, within 14 calendar days of telling us at the latest.
  • If the product arrives faulty or is the wrong one, that is not a withdrawal: the legal guarantee applies and you pay nothing.

This section follows the official model instructions on withdrawal (Annex I(A) of Directive 2011/83/EU, transposed in Spain as anexo I, letra A of Real Decreto Legislativo 1/2007, the consolidated Spanish Consumer and User Protection Act, TRLGDCU), completed with our details and with the sentence on the online withdrawal function provided for in Directive (EU) 2023/2673. That is why it is written in the formal wording of the official model; the sections that follow explain the same thing in plainer words.

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. In the case of multiple goods ordered by you in one order and delivered separately, the withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right of withdrawal, you must inform us (Alexis Cantos, Carrer de Girona, 81, 3.º — 08820 El Prat de Llobregat (Barcelona), España, telephone +34 653 46 61 74, email vivagag01@gmail.com) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the model withdrawal form below, but it is not obligatory.

You can also exercise your right of withdrawal online at https://vivagag.com/en/pages/desistimiento (link “Withdraw from contract here”, in the footer of every page of the shop). If you use this online feature, we will send you an acknowledgement of receipt of the withdrawal on a durable medium (e.g. by email), including its content and the date and time of its submission, without undue delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us at the following address: Carrer de Girona, 81, 3.º — 08820 El Prat de Llobregat (Barcelona), España, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

2. How to withdraw, step by step

Step 1. Tell us you are withdrawing

You have 14 calendar days from the day on which you, or the person you named (not the carrier), receive the product. If the order arrives in several parcels, the period runs from when you receive the last one. You meet the deadline if you send your communication before it ends, even if it reaches us later.

You do not have to give us any reason. Any clear statement that you are withdrawing is enough. You can make it in whichever way you prefer:

  • Online. Click the link “Withdraw from contract here”, which is in the footer of every page of the shop. You do not need an account or to sign in. Enter your name, your order number and the email address where you want to receive the acknowledgement of receipt, and press the “Confirm withdrawal” button. We will send you, without undue delay, an email with the content of your statement and the date and time you submitted it.
  • By email to vivagag01@gmail.com.
  • By letter to Alexis Cantos, Carrer de Girona, 81, 3.º — 08820 El Prat de Llobregat (Barcelona), España.
  • With the model form you will find below, sent by email or by letter. Using it is not obligatory.

The online function is one more option: it does not replace the others and you are not obliged to use it.

So that we can find your purchase, tell us your name, the order number and, if you are withdrawing from only part of the order, which products.

If you withdraw by email or by letter, we will also confirm to you in writing that we have received your communication.

If you have a customer account, you can also request the return from your order details. This is an additional option, designed to organise the return shipment: your withdrawal is valid from the moment you tell us and does not need our approval.

Step 2. Send the product back to us

Send it, at the latest, within 14 calendar days of the day you told us of your decision, to this address: Carrer de Girona, 81, 3.º — 08820 El Prat de Llobregat (Barcelona), España. Always use this address, even if the parcel reached you with a different sender.

You choose the postal service or carrier and you pay the direct cost of the return shipment. We do not charge you any other cost or penalty for withdrawing.

Keep the proof of posting: it is your evidence of return. If you put a note with your order number in the parcel, you help us process it sooner.

Step 3. Get your refund

We refund your money without undue delay and at the latest within 14 calendar days of the day you told us of your decision. We may wait until we have received the product or until you send us evidence that you have returned it, whichever is the earliest.

3. What we refund and how

  • The price you paid for the products you are withdrawing from. If you used a discount code, the amount you actually paid.
  • The order's delivery costs, if you withdraw from the whole order. If you chose a more expensive delivery than the cheapest standard delivery we offer, we do not refund that difference.
  • If you withdraw from only part of the order: we do not refund the delivery charge, because the rest of the order was still delivered to you.

The refund is made using the same means of payment you used, unless you expressly ask us for another, and it never costs you anything. We do not make refunds in the form of vouchers or store credit, unless you ask for it.

4. What condition the product must come back in

You can open the parcel and examine and try out the product as you would in a physical shop. To withdraw you do not need to keep the original packaging or the tags, although we ask you to pack it well so that it is not damaged on the way back.

You are only liable for the product's loss of value if you have handled it more than was necessary to establish its nature, characteristics and functioning. In that case we may deduct that loss of value from the refund, and we will explain to you in writing how we calculated it.

5. Products without a right of withdrawal

Products in this shop that carry no right of withdrawal: none.

The law excludes withdrawal in some cases (article 103 of Real Decreto Legislativo 1/2007). Those that may affect a shop like this one are the following, and they only apply if we tell you visibly on the product page before you buy:

  • Personalised products (article 103.c): goods made to your specifications or clearly personalised; for example, socks with your name, your photo or a text chosen by you. Choosing the size, the colour or one of the designs in our catalogue does not make a product personalised: those products can be returned.
  • Products sealed for health or hygiene reasons (article 103.e): only if the product arrives sealed and you have unsealed it after delivery.
  • Products liable to deteriorate or expire rapidly (article 103.d); for example, edible joke items.

Even if a product carries no right of withdrawal, it always keeps the legal guarantee.

6. If the product arrives faulty, broken or is not the one you ordered

That is not a withdrawal: it is a lack of conformity and the legal guarantee applies. You pay nothing, not even the return shipping, and you are not tied to the 14-day period. Write to us at vivagag01@gmail.com with your order number and we will tell you how we will sort it out. All the information is on the page Your legal guarantee rights.

7. Model withdrawal form

You can copy this text into an email or a letter. It is the official model in Annex I(B) of Directive 2011/83/EU (anexo I, letra B of Real Decreto Legislativo 1/2007 in Spain), with our details already filled in.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

– To Alexis Cantos, Carrer de Girona, 81, 3.º — 08820 El Prat de Llobregat (Barcelona), España, vivagag01@gmail.com:

– I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),

– Ordered on (*)/received on (*),

– Name of consumer(s),

– Address of consumer(s),

– Signature of consumer(s) (only if this form is notified on paper),

– Date

(*) Delete as appropriate.

8. Returns outside the legal period

Once the 14 calendar days of the legal period have passed we do not accept returns by way of withdrawal. The legal guarantee, on the other hand, protects you for 3 years from delivery.

9. Contact

Seller: Alexis Cantos, NIF 46488715B, Carrer de Girona, 81, 3.º — 08820 El Prat de Llobregat (Barcelona), España. Email: vivagag01@gmail.com. Telephone: +34 653 46 61 74 (Monday to Friday, 10:00 to 18:00 (Spanish mainland time)).

The Spanish version of this policy is the legally binding one; the English version is a translation.

Last updated: 20 September 2026.