You can cancel your order or request a return depending on whether your order has been shipped or delivered.
Cancelling an order before delivery
If your order has not been shipped
You can cancel your order at any time before it is shipped. Check the order status in your email to see whether it has been dispatched.
If you've already paid, a refund request will be processed at the same time as your cancellation.
If your order has already been shipped
If you've received an email confirming that your order has been shipped, cancellation is only possible once the package has been returned to our warehouse.
If the courier attempts delivery, you should refuse to accept the package. Once it is returned to our warehouse, your order will be cancelled and a refund request will be processed.
Refund information
In both cases, the refund will be completed within 2–7 business days using your original payment method:
Card payment: The refund will be issued to the card used for the purchase.
Viva.com account payment: The refund will be credited to your Viva.com account.
Cancelling an order after delivery (Right of Withdrawal)
You can return your POS terminal within 14 days of receiving it, provided that:
The equipment's packaging has not been tampered with.
The terminal has not been activated.
To request a return:
Log in to your Viva.com account and select Chat with us from the menu.
Request a return and provide the model and serial number of your terminal.
Our team will inform you about the return procedure and timeline.
Please note: Return shipping costs are your responsibility.
POS terminals with a monthly payment
If your POS terminal has a monthly payment plan, follow the instructions in Discontinuation of POS with Monthly Payment for information about the return process and any applicable termination fees.
Still need help? Our team is here to support you. Please contact us via the Chat with us option in your Viva.com account.