Política de reembolso
We want you to love your Viva Velo kit. If something isn't right, here's how we'll sort it out.
Viva Velo is run by Bloom Design Studio Ltd (United Kingdom). All orders ship from — and come back to — our warehouse in Mallorca, Spain.
1. You have 14 days to change your mind
You can return your order within 14 days of receiving it, for any reason. No questions asked.
The 14 days start the day after your order arrives. If your order comes in several parcels, the clock starts when the last parcel lands.
How to start a return:
- Use the Returns Button on our website
- Email us at returns@vivavelowear.com with your order number
- Or send us the Withdrawal Form at the bottom of this page
You don't need to give a reason. You cover the return shipping — unless the item is faulty, damaged, or wrong.
2. We give you an extra 16 days — 30 days total
On top of your legal 14 days, we add another 16 as a goodwill gesture. So you have a full 30 days from delivery to send something back if you've changed your mind.
This is our choice and doesn't affect your legal rights.
3. How the item needs to come back
To get a full refund, items must be:
- Unworn and unwashed — no sweat, deodorant, fragrance, or chamois contact
- With all original tags attached, and the hygiene strip still in place (on bib shorts, baselayers, etc.)
- In their original packaging with everything that came with them
If an item comes back in poor condition, we may reduce your refund to reflect the loss in value.
4. What we can't take back
For hygiene and practical reasons, we can't accept returns on:
- Hygiene items (baselayers, bib shorts) once the item has been used
- Personalised items (custom names, team kits, etc.)
- Gift cards
Sale items: You can still return them within your legal 14 days, but they're not covered by our extra 16-day window.
5. How to send it back
- Email us at returns@vivavelowear.com or use the Returns Button on our site
- We'll send you a return authorisation and instructions within 1 working day
- Pack the item safely and ship it to:
Viva Velo Returns
Carrer Setze de Juliol 73
07009
Palma de Mallorca, Baleares
Spain
- Please use a tracked service. We can't take responsibility for parcels lost on the way back.
Who pays for return shipping:
| Reason | Who pays |
|---|---|
| You changed your mind | You |
| Item is faulty, damaged, or wrong | Us — we'll send you a prepaid label |
6. Refunds
Once we receive your return, we'll refund you within 14 days.
- Refund goes back to your original payment method (Shopify Payments, etc.)
- Your bank may take another 3–10 working days to show the money
- We don't charge restocking fees
If you haven't seen your refund after 14 days, email returns@vivavelowear.com and we'll chase it.
7. Exchanges
The fastest way to get something different is to return what you have and place a new order for the size, colour, or item you want.
If you'd rather do a direct exchange, email returns@vivavelowear.com — we'll do our best, depending on stock.
8. Damaged or wrong items
Check your order as soon as it arrives. If anything's damaged or wrong, email returns@vivavelowear.com within 48 hours with photos. We'll send a replacement or refund — at no cost to you.