Refund policy

At Vivalias, your satisfaction is our priority. We offer a 60-day return policy, which means you have 60 days after receiving your item to request a return.

This policy applies in addition to your rights under Australian Consumer Law. If an item is faulty, damaged, not as described, or does not meet consumer guarantees, you may be entitled to a remedy such as a repair, replacement or refund.

  1. Return request

Before sending your item back, please contact our customer support team so we can provide the correct return instructions.

Please email us at:
contact@vivalias.com

Include the following information:

  1. Your full name
  2. Your order number
  3. The reason for your return

Our team will send you the return address and the steps to follow.

  1. Return conditions

Returns are accepted within 60 days of receiving your order.

To be eligible for a change-of-mind return, the item must be:

  • New
  • Unused
  • Undamaged
  • Returned in its original packaging

Return shipping costs are the customer’s responsibility for change-of-mind returns.

  1. Items not eligible for change-of-mind returns

For hygiene, safety and product integrity reasons, some items cannot be returned once opened or used, unless they are faulty, damaged or incorrectly supplied.

This may include:

  • Items showing signs of use or wear
  • Products returned without their original packaging
  • Products damaged due to misuse, accident or improper handling
  • Items that have been modified or altered after delivery
  • This does not affect your rights under Australian Consumer Law.

  1. Shipping costs

We offer tracked delivery across Australia.

Shipping costs, if any, are displayed at checkout before payment.

Original shipping fees are not refundable for change-of-mind returns, unless the item is faulty, damaged, not as described, or there has been an error on our part.

We do not currently offer prepaid return labels for change-of-mind returns.

  1. Return proof

To help us process your refund smoothly, please provide:

  • A valid tracking number
  • Proof of postage, such as a carrier receipt or photo of the shipping label
  • The date the item was sent

We recommend using a tracked shipping service, as we cannot process a return until the item has been received and inspected.

  1. Refunds

Once your return has been received and inspected, we will notify you by email.

If your return is approved, your refund will be processed back to your original payment method within 10 business days.

Please note that your bank or payment provider may take additional time to make the funds available.

  1. Faulty, damaged or incorrect items

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible at:
contact@vivalias.com

Please include your order number and clear photos or videos of the issue.

If the item does not meet consumer guarantees under Australian Consumer Law, we will provide an appropriate remedy, which may include a repair, replacement or refund.

  1. Customer support

For any questions about returns or refunds, please contact us at:
contact@vivalias.com