We are proud of our criteria including quality products coupled with the best warranty available to customers. We always listen to you and resolve any product-related issues in the most reasonable way.
- If a product is defective before you use it or does not work as you expected, you can return it to us within the validity of our warranty. Our Returns and Refund Policy gives you 7 days to return or exchange an item purchased online with a valid receipt. You can replace it for the same item or get a full refund if your return is approved (refund time will depend on your payment method). After the 7-day period, we cannot offer you a refund or replacement for any reason.
- Warranty claims must be submitted within 7 days of receiving the product. This limited warranty is given to the original purchaser and the original purchaser cannot assign it for another person or use it for other products bought. All you need to do is send us a photo of your damage with your order ID and your contact details to our email: firstname.lastname@example.org.
- You will be responsible for paying your own shipping costs to return your product, unless the product is defective or damaged by the manufacturer. This means that if your product is defective or wrong sent by the manufacturer, we will refund the full cost including shipping. Beside that, if any other reason for return is accepted, you will be responsible for paying the shipping cost which will be deducted from your refund (if you choose to receive a refund), or you will pay for the shipping fee if you want us to send you another product.
- After receiving your email, our representative will contact you within 24-48 hours. Our team will take an investigation for 14 business days, if there are any updates, we will notify you by email.5
- To be eligible for a refund or exchange, all products must be packed in the original, unmarked packaging including any accessories, labels, free gifts, manuals and documentation that were shipped with the product. If the product is returned unopened in the original box, we will exchange it or offer you a refund based on your original method of payment excluding any shipping charges (other than the original shipping costs invoiced).
- If you return an item as a gift, we will give you a gift code for the same value as the item.
- Warranty Exclusion:
This means that the customer is fully responsible for the product and our warranty does not cover it.
- Any damage on the product such as splitting, cracking, broken edges, chipping or any other defects caused by accident, alteration, misuse, abuse or direct contact with harmful elements (high temperature, water immersion, detergent, etc.). Make sure that the surface will not peel or wear during the given timeframe, from the date of delivery.
- Product is changed in materia, structure and size.
- Product is stored, handled or used incorrectly and for wrong purposes leading to the damage.
- Product is degraded obviously due to wear and tear, as well as break / damage during use.
- Since it is a natural product, we cannot guarantee the color change due to its natural property. Alternatively, the color variation or darkening of the product is on purpose.
- There are dimples, scratches, chisels, stains, wear or cuts caused by sharp objects on the product surface.
- If there are manufacturing defects but the item is still in use, the warranty will not be valid.
- Do not contact us when the problem first occurs.
- Product is damaged due to natural disasters such as hurricanes, earthquakes and tornadoes.
- Customer returns the product without contacting us first. Either sending it to the incorrect address, returning the wrong item or sending an empty package, Viehana has the right to refuse any compensation.
- Some additional notes for specific product lines:
- For personalized products: We do not accept any Return and Refund Requests other than defective by the manufacturer or wrong items sent.
- For seasonal products (like Christmas): We do not accept any Return and Refund Requests other than defective by the manufacturer or wrong items sent. In the busy holiday seasons, we will try our best to deliver your gift on time, but due to the large volume of orders and other unexpected situations , there may be some delays in the delivery. We will reimburse your shipping cost and give you a discount voucher (depending on our promotions at that time) if we confirm that your package was not delivered at the estimated time. Overall, we cannot refund for late delivery orders due to bad weather or any unexpected situations affecting Viehana or our shipping partners. Thank you for your understanding.
- For disposable items: We do not accept any Return and Refund Requests other than defective by the manufacturer or wrong items sent.
We want your order to be made the way you want it! We understand that everyone makes mistakes (including us)! Please review your personalization information and other details carefully before placing your order. Please check your package thoroughly as soon as it arrives and we encourage our customers to try the product in the first 3 days after the delivery to ensure it meets your needs.
Once again, please note that if there is any issue, you can contact Viehana through email: email@example.com within 7 days of delivery for the fastest support.