Return Policy
Effective date:
We want you to receive the VIOIV item you ordered in the condition described. If something is wrong, please contact us so we can review it and explain the next step.
Incorrect, missing or damaged items
Tell us your order number, which item is affected and what happened. Where possible, include clear photos of the item, packaging and shipping label. Keep the item and packaging while we review the issue. Please avoid sending full payment-card details or other unnecessary sensitive information.
Depending on the issue and the rights that apply to your purchase, a suitable resolution may include assistance, replacement, correction or a refund. Contacting us promptly helps us investigate; this request does not remove any time or remedy that applicable law gives you.
Before sending a return
Contact us first to obtain return instructions. Do not use a parcel label or an address found elsewhere as an assumed returns address. We will explain whether a return is needed, where it should go, any relevant condition requirements and the arrangements for return delivery.
Return eligibility, available options and any delivery cost or deduction will be explained before you proceed, taking account of the product information provided before purchase and applicable law. Cancellation and change-of-mind requests are reviewed under the terms disclosed before purchase and the consumer rights that apply to your order. Contact us before returning an item so we can confirm the applicable process.
Digital patterns and custom items
For an incorrect file, unavailable download or other problem with digital content, tell us the product and the error so we can help resolve it. Eligibility for cancellation or refund of digital or personalized items can depend on the product, whether supply or custom work has begun, the information given before purchase and applicable law.
Nothing here automatically excludes digital or custom items from remedies required by law. Any legally required consent or acknowledgement for starting digital supply must be obtained through the applicable purchase process; this policy alone is not that consent.
Approved refunds
If a refund is approved, it is issued through the original payment route where available, unless another lawful arrangement is agreed with you. We will communicate the approved amount and any next steps. Payment providers and banks control when a processed refund appears in your account; contact us if you need help checking its status.
This policy supplements, and does not limit, mandatory consumer rights. Delivery information is in our Shipping & Delivery policy.
