Effective Date: May 09, 2025

Returns for Faulty, Damaged, or Incorrect Items

We will gladly accept returns if:
- The product arrives damaged or faulty (not due to customer mishandling), or
- You received the wrong item

In these cases:
- We will provide you with a pre-paid return shipping label
- Once the returned parcel is received and inspected, we will:
  - Issue a full refund, or
  - Send a replacement item, as per your request

Returns must be unused and in their original packaging. You must notify us within 14 days of your purchase to be eligible for this refund/exchange.

Change of Mind or Incorrect Purchase

If you:
- Purchased the wrong item, or
- No longer want the item, or
- Do not like the product you received

You may return the item if:
- It is unopened, unused, and in resalable condition
- It is returned to us within 14 days of purchase
- You cover the return shipping costs

Please send your return to the address provided in your return instructions. Once we inspect and confirm that the product is in acceptable condition, we’ll issue your refund (excluding shipping costs).

What to Expect

- All returns must be received before we can issue a refund or send out a replacement.
- We aim to process all returns within 3–5 business days of receiving the parcel.
- Refunds are issued to the original payment method only.

Need Help?

Email us at hello@viapia.com.au with your order number and a photo of the issue, and we’ll guide you through the next steps.