We stand behind everything we make. If something is not right, we will fix it. This page explains how our returns and refunds work and what you are entitled to under our guarantee and Australian Consumer Law.
If you are not happy with your VIVOCASA product for any reason, contact us within 60 days of receiving your order and we will arrange a full refund. No lengthy explanations required. We want you to be happy with what you bought.
This guarantee applies to full-priced items. Sale items are covered by Australian Consumer Law but are not eligible for change-of-mind refunds.
No. If you bought multiple units of the same product, you only need to return at least one item in its original, unused and unopened condition. You are welcome to open and try one. That is the whole point of the guarantee.
To be eligible for a return under our change-of-mind guarantee:
- The item must be a full-priced purchase.
- You must contact us within 60 days of receiving your order.
- At least one unit must be returned in its original, unused and unopened condition.
Faulty or damaged items are handled separately and are always eligible for a remedy regardless of price paid.
Change-of-mind refunds are not available on sale items. However, 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.
For change-of-mind returns, return shipping is at the customer's expense. If your item arrived faulty, damaged, or incorrect, we cover all return shipping costs in full.
- Email us at info@vivocasa.com.au with your order number and 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 at no cost to you. We cover all return shipping.
Email us at info@vivocasa.com.au with your order number and a photo of what you received. We will send the correct item and arrange return of the incorrect one at no cost to you.
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.
Email us at info@vivocasa.com.au and we will get back to you within 2 business days (Monday to Friday, 9am to 5pm AEST).