EXCHANGE AND RETURN POLICY

If you wish to exchange any products purchased through our online store www.bellavia.shop, you can do so as follows:

Within five (5) calendar days from the date you receive the package, you may contact us via email at info@viabella.com or through our customer service WhatsApp number +55 31 99781-0688, providing the following information:

  • Exchange method:

  • Full name:

  • ID number:

  • Order number:

  • Order date:

  • Contact number:

  • Product:

We will respond with the corresponding procedure and, if authorized according to La Via Bella’s policies, terms, and conditions, guide you through the exchange.

Shipping and any other costs related to the exchange will be borne by the customer.

Please note: the product to be exchanged must not be used, modified, or altered from its original state; it must be in good condition, clean, and with its original tags.

Exchanges may take up to 10 business days.

Customer service hours: Monday to Friday, 10:00 AM to 6:30 PM.

You can only exchange a product once.

PROMOTIONAL PRODUCTS:

Products on promotion or discounted from our OFFERS section are not eligible for exchange. These products may be refurbished or discontinued; therefore, legal warranty does not apply.

WRONG PRODUCT DELIVERY:

If you receive the wrong product, you have five (5) calendar days from delivery to report the error and request an exchange by emailing info@.com from Monday to Friday, 10:00 AM to 6:30 PM.

Upon receipt of your email, the case will be analyzed, and if it is confirmed to be an error by La via Bella, we will cover the costs of product pickup and delivery of the correct product.

RIGHT OF WITHDRAWAL AND PAYMENT REVERSAL

RIGHT OF WITHDRAWAL: Virtual Store

In accordance with Article 47 of Law 1480 of 2011, customers have the right to withdraw from their purchase within five (5) business days following the delivery date.

If exercised, the contract will be canceled, and the consumer will be refunded all amounts paid. The consumer must return the product in the same condition and by the same means as received. The consumer bears the shipping costs for the return. This right does not apply in certain cases, such as:

  • Services contracts where the service began with consumer consent;

  • Contracts for goods or services with prices subject to market fluctuations beyond the producer’s control;

  • Custom-made or personalized goods;

  • Goods that cannot be returned or deteriorate quickly due to their nature;

  • Betting and lottery services;

  • Perishable goods;

  • Personal use and hygiene items.

The provider must refund all payments without deductions within thirty (30) calendar days from the withdrawal request.

To exercise this right:

  • Send an email to info@viabella.com with the subject “withdrawal,” including purchase and contact details, confirming the product is in the original condition. You will receive approval and further instructions.

  • The request must be made by the purchase owner within five (5) business days from delivery.

  • The product must be returned immediately in new, undamaged condition, with original tags and packaging.

  • Returns without original packaging will not be accepted.

  • Shipping costs for returns are borne by the customer.

  • Refunds for credit card payments will be processed via MercadoPago; for debit cards, Baloto, or Efecty payments, refunds will be made by bank transfer to the account provided.

  • Refunds will be issued within thirty (30) calendar days after La Via Bella receives and verifies the returned product’s condition and the right of withdrawal was timely exercised.

  • This does not apply to products sold internationally.

PAYMENT REVERSAL

If you made a purchase on www.bellavia.shop using credit/debit card or other electronic payment and it meets the conditions under Article 51 of Law 1480 of 2011 (e.g., fraudulent transaction, unauthorized purchase, non-delivery, defective or incorrect product), you may request a payment reversal within five (5) business days of becoming aware of the issue.

To request payment reversal, you must provide:

  • Full name

  • ID number

  • Reason for payment reversal request

Please note:

  • The product must be in good and clean condition.

  • Payment reversal applies only to online transactions paid via credit/debit cards or electronic methods; it does not apply to payments via Efecty, Baloto, bank payments, or cash on delivery.

  • The bank is responsible for refunding the money in case of reversal.

  • Complaints must be submitted by the financial product holder.

  • Returned products must be collected in the same condition and place where originally delivered.

  • Payment reversal is not valid for international purchases.

  • Requests must be sent to info@bellavia.com with full name, ID, and reason for reversal.

  • For further details, consult Decree 587/2016.

  • Fraudulent requests may be sanctioned by the Superintendence of Industry and Commerce with fines up to fifty (50) minimum monthly wages.