Returns Policy & Warranty
At Vioka, we’re committed to providing high-quality products and a positive customer experience. Please read our return and warranty policy carefully to understand your rights and our procedures.
Returns
Faulty, Damaged, or Misrepresented Items
If your item is faulty, damaged during delivery, or does not match its description, you are entitled to a remedy under the Australian Consumer Law. Depending on the nature of the issue, we will offer a replacement, or full refund.
- Return shipping costs will be fully covered by Vioka.
- To initiate a return, please contact our customer support team with your order number and photos of the issue. We’ll provide instructions for the next steps.
Change-of-Mind Returns
We understand that sometimes a product might not be quite right. While we are not legally required to accept returns for change of mind, we offer a 30-day return window for eligible items to support customer satisfaction.
- Items must be unused, unopened, and in original packaging.
- Customers are responsible for return shipping costs.
- Refunds will be issued for the product price only, excluding original shipping fees.
To arrange a return, please contact our support team prior to sending any items back.
Return Procedure
All returns must be approved by our support team before being sent. Once approved, we will provide you with a return address and detailed instructions. Please ensure items are packaged securely to avoid further damage in transit.
Our team is committed to providing prompt and courteous service, and we aim to respond to all return enquiries within 1–2 business days.
12-Month Warranty
All Vioka wooden playpens are covered by a 12-month warranty against manufacturing defects.
Please note:
This warranty does not cover general wear and tear, damage caused by misuse, improper assembly, or modifications made to the product.
If you believe your item has a manufacturing fault, please contact our support team with your order number and clear photos. We will assess the issue and, where appropriate, offer a suitable resolution such as a replacement part, full replacement, or refund.
Policy Availability & Updates
We believe in transparency and trust. This return and warranty policy is clearly displayed on our website and product listings. We encourage customers to review it before making a purchase. Vioka reserves the right to update this policy at any time, in line with changes to our business or consumer laws.