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This Return & Refund Policy explains how Viroa reviews return requests, exchanges, return labels, inspections, and approved refunds. We accept returns for both defective and non-defective products, and we accept exchanges when the requested replacement item is available.
For stationery, return inspection may include checking material condition, included components, original packaging, and whether the item has been used beyond normal inspection. For stationery orders, packing and return review checks the listed paper or body material, finished dimensions, paper weight, page or sheet count, ruling or layout, binding, cover, closure and marker parts for notebooks, tip size, ink colour, mechanism and exact pen count for writing tools, adhesive-strip placement, pad, flag and sheet quantities for notes, exact colours, unused clean condition, and package completeness. Support review may document torn or creased pages, incorrect ruling, detached bindings, cracked pen barrels, jammed mechanisms, dry or leaking ink, bent tips, separated adhesive pads, missing sheets or pieces, stains, or other visible delivery damage.
RETURN WINDOW
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Requests submitted after 30 days may not be accepted unless required by applicable consumer law.
RETURN CONDITION & ELIGIBILITY
Product condition accepted for return: new only. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Returned items should be clean, complete, undamaged, and sent back with original packaging, tags, manuals, accessories, and included parts where applicable. Items affected by misuse, improper care, unauthorized changes, or ordinary wear may not qualify unless consumer law requires otherwise.
For an approved return, place the item securely in clean, sturdy outer packaging and add enough protective material to prevent movement or moisture exposure in transit. After approval, the pre-paid return label will be emailed as a file the buyer can download and print; attach it over any previous delivery label before handing the parcel to the specified carrier. These packing directions help the parcel travel safely and do not reduce any non-excludable consumer rights.
RETURN PROCESS & RETURN ADDRESS
To start a return, contact us at care@viroa.shop. If your request is accepted, we will email you a pre-paid return shipping label as a downloadable and printable file, together with instructions confirming how and where to mail your package. Items sent back to us without first requesting a return will not be accepted.
Return method: by mail. Approved returns should be mailed to this return address: Unit D, 12 Ashford Avenue, Milperra, NSW 2214, Australia.
When opening a return request, include the order number, checkout email, item name, and reason for return. For damaged, defective, or incorrect items, photos or video of the product and packaging help us review the case clearly.
RETURN SHIPPING FEES
For all accepted returns, including defective, damaged, incorrect, and eligible non-defective products, the return shipping cost is covered by us. Return label method: Customer download/print. After approval, the pre-paid return shipping label is sent by email at no cost to the customer. No return label is included in the original delivery package.
RESTOCKING FEE
Restocking Fee: No restocking fee will be charged to the consumers for the return of a product.
REFUND TIMEFRAME
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 days. Bank or card issuer posting times may vary after we submit the refund.
EXCHANGES AND CANCELLATIONS
Exchanges are available when the requested replacement is in stock and the returned item meets this policy. If an exchange cannot be completed, an approved return may be refunded to the original payment method. Customers may request cancellation before the order has been processed or shipped.
CONTACT
For return and refund support, contact care@viroa.shop or +61 422 570 773. Support hours: Monday-Friday: 9:00 AM - 5:00 PM (GMT+08:00) Singapore Standard Time (Singapore).