Terms and conditions

CONDITIONS
PAYMENT
Your order must be paid in full in one payment at the end of the transactional process of the Shopify online store. Unpaid order (i.e. declined payment, non-completed purchase, etc.) will not be processed and shipped.

DELIVERY
We commit to do our best to get your order to you as rapidly as possible. However, we cannot guarantee the exact date of delivery of your order. For orders shipped in Canada and we process orders 1 to 3 business days after the reception of your order by Vivia Aroma. You must add, 1 to 6 business days for the delivery with Post Canada. In general, you can expect your order to arrive 2 to 10 business days after the order has been received by Vivia Aroma. Note that most of our orders are delivered in 1 to 3 days after the reception of the order.

For orders shipped outside of Canada, the delay may be slightly longer. We ship worldwide however additional charges apply.

REFUNDS OR EXCHANGES
We do not offer refunds or exchanges for any reason other than the following:

  • The product received is defective or arrived damaged during shipping
  • There is a mistake in the order received
  • The product(s) have not been used.

In this case, please contact us within five (5) days of receiving the order to obtain a confirmation from our team and a Return Authorization Number (RA). In certain cases, we may request pictures of the damaged products. We will not accept any returns without a Return Authorization Number (RA) and proof of purchase. We will not provide an RA number if you contact us more than 5 days after receiving the order.

After inspection and approval of the returned products, we will replace defective or products damaged during shipping if applicable.

In the case of non-used products, they must be returned in their original packaging, intact and unused. Administration and return in inventory fees of 15% are applicable in most cases. Note that a product that has already been used does not qualify for a refund. 

In the case of issues with diffusers during the warranty period, please follow the above procedure to obtain a Return Authorisation Number (RA). Make sure to have your proof of purchase on hand before contacting us.  The warranty is valid from the date of purchase.

In all cases, the return shipping costs for the return of a product are the responsibility of the client.

Please note that no product will be exchanged, reimbursed or accepted for allergy-related reasons.

CONFIDENTIALITY POLICY
INTRODUCTION
Given the development of new communication tools, it is necessary to pay special attention to the protection of privacy. This is why we commit ourselves to respect the confidentiality of the information that we collect.

COLLECT OF PERSONAL INFORMATION
We collect the following information:
  • Last Name
  • Name
  • Postal Address
  • Postal Code
  • Email Address
  • Phone Number
The personal information that we collect is obtained from forms and through the interactivity between you and our website. We also use, as is stated in the following section, cookies and/or log files to gather information that concerns you.

FORMS AND INTERACTIVITY
Your personal information is collected through forms, including:
  • Website registration form
  • Order form
We use the collected information for the following purposes:
  • Order tracking
  • Information / promotional offers
  • Contact
Your personal information is also collected through the interactivity between you and our website in the following ways:
  • Contact
We use this information for the purposes:
  • Information / promotional offers

COOKIES AND LOG FILES
We collect the following information through log files and cookies:
  • IP Address
  • Exploitation system
  • Page visits and requests
  • Date and time of connection
The information in these files allows us to:
  • Improve our service and personalized approach
  • Order tracking
  • Statistics

RIGHT TO OPPOSE AND WITHDRAW
We commit to providing you with a right of opposition and withdrawal in relation to your personal information.

The right of opposition is understood as the possibility offered to Internet users to refuse that their information be used for certain purposes mentioned during the collection process.

RIGHT OF ACCESS
We commit to supplying a right of access and of correction to individuals wanting to consult, modify or delete information which concerns them.

SAFETY
The personnel information which we collect is kept in a secured environment. Individuals working for us are held responsible for respecting the confidentiality of your personal information.

To ensure the safety of your personal information, we use the following measures:
  • SSL Protocol (Secure Sockets Layer)
  • SET Protocol (Secure Electronic Transaction)
  • Access management - authorized person
  • Access management - data subject
  • Network monitoring software
  • Computer backup systems
  • Digital signature certificate
  • Username / password
  • Firewalls
We are committed to maintaining a high standard of confidentiality by integrating the latest technological innovations which ensure the confidentiality of  your transactions. However, as no mechanism offers the maximum security, a minimal risk is always present when using the internet to transmit personal information.

LABEL
Our commitment to protect your personal information fulfills the requirements of the following programs:
  • RapidSSL
  • GeoTrust