Refund policy

60 Day Money Back Guarantee

At Vivo Casa we are confident you will love our products. Every purchase is backed by our 60 Day Money Back Guarantee. If our products do not meet your expectations simply reach out and we will take care of you.

Your Rights Under Australian Consumer Law

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 products repaired or replaced if they fail to be of acceptable quality.

How Our 60 Day Money Back Guarantee Works

We want you to genuinely love what you buy from us. Our 60 Day Money Back Guarantee gives you plenty of time to try our products in your home and decide if they are right for you.

To be eligible for a refund under our money back guarantee the following conditions apply:

  • Your request must be made within 60 days of receiving your order
  • If you purchased multiple units of the same product, at least one item must be returned in its original unused and unopened condition
  • Return shipping costs are the responsibility of the customer

We think that is fair. If you purchase multiple units of the same product, use one to genuinely try it out — that is exactly what it is there for. If it does not meet your expectations after a fair trial, we will refund you. What we do ask is that at least one unit is returned in its original unused condition. It would not be reasonable to open and use every item purchased and then request a full refund for change of mind. One tested, the rest returned new. Simple and fair for everyone.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged in transit, or is not what you ordered you are entitled to a full refund, replacement, or store credit at no cost to you. Please contact us within 7 days of receiving your order and include the following:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

We will respond within 2 business days and cover all return shipping costs where the fault is ours.

Returns Process

Please contact us before sending anything back. Once your return is approved:

  • Items must be returned within 14 days of approval
  • For multi-unit orders, at least one item must be returned in its original unused and unopened condition
  • Return shipping is at the customer's expense unless the item is faulty, damaged, or incorrect

Unauthorised returns that have not been approved by our team will not be accepted.

Refund Timeframes

Once your return is received and inspected your refund will be processed to your original payment method. Please allow 3 to 10 business days for the refund to appear depending on your bank or payment provider.

Sale Items

Our 60 Day Money Back Guarantee applies to full priced items. Change of mind refunds are not available on sale items. Your rights under Australian Consumer Law still apply to all purchases including sale items.

Contact Us

We are always happy to help. Please reach out before sending anything back and we will guide you through the process.

Email: info@vivocasa.com.au
Website: vivocasa.com.au
Response time: Within 2 business days