Order Cancellation
➤ Order Cancellation for an Order Not Yet Received
Cancelling an Order Before It Is Shipped
You can cancel your order at any time before it is shipped. Please note that you can check the status of your order in your email to see if it has been dispatched or not. If your order has already been paid for, a refund request will be processed simultaneously with the cancellation. The refund will be completed within 2-7 business days and will be returned via the original payment method. If you paid by card, the refund will be issued to your card. If you paid through your Viva account, the refund will be credited to your Viva account.
Cancelling an Order After It Has Been Shipped
If you have received an email notification stating that your order has been shipped, cancellation is not possible until the package is returned to our warehouse. If the courier attempts delivery, you should refuse to accept the package. Once the package is returned to our warehouse, the order will be canceled, and a refund request will be processed, which will be completed within 2-7 business days. If you paid by card, the refund will be issued to your card. If you paid through your Viva account, the refund will be credited to your Viva account.
➤ Order Cancellation After Receipt / Right of Withdrawal
You have the right to return the product within 14 days from the date of receipt, provided that the packaging of the equipment has not been tampered with and the terminal has not been activated.
The process can be initiated via chat after logging in to your account. Your communication must include the model and serial number (SN) of the terminal you wish to return. You will then be informed about the return procedure and timeline. Please note that return shipping costs are at your expense.
After 14 days from the date of receipt of the equipment, withdrawal and order cancellation are no longer possible. For orders of a POS terminal on a monthly payment basis, the return of the terminal can only be done by following the instructions for terminating the POS rental with a monthly payment. Please note that according to Viva.com's Terms & Conditions, in case of termination of the monthly payment contract before completing the minimum duration of 24 months, a termination fee may apply.