Returns and Refunds
We accept returns where there is a problem with the product or the order. This covers items that arrive faulty, damaged in transit, incorrect, or not as described.
We do not offer change of mind returns.
Your rights under the Australian Consumer Law apply to every purchase, including sale items. If a product is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund regardless of the price paid.
Where the fault is ours, we pay the return postage.
- Email us at info@vivocasa.com.au with your order number and the reason for the return.
- Wait for our approval before sending anything back. We will respond within 2 business days.
- Once approved, return the item within 14 days.
- Your refund will be processed within 3 to 10 business days of us receiving your return.
Once we receive and inspect your return, your refund will be processed to your original payment method. Allow 3 to 10 business days for the funds to appear depending on your bank or payment provider. We will email you once the refund has been issued.
Contact us within 7 days of receiving your order at info@vivocasa.com.au with your order number, a description of the issue, and clear photos. You are entitled to a full refund, replacement or store credit, and we pay the return postage.
If you received the wrong item, email us at info@vivocasa.com.au with your order number and a photo of what you received. We will send you the correct item and arrange the return of the incorrect one, and we pay the return postage.
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law.