At VIORA, we are committed to providing premium products and an exceptional shopping experience. If you experience any issue with your order, you may request a return, exchange, or warranty service under the following terms.
1. Products Damaged During Shipping
If your order arrives damaged due to shipping or delivery:
- If only one item is damaged, VIORA will replace the damaged product or refund its value (excluding shipping charges).
- If the entire order is damaged, VIORA will refund the full order value including shipping fees.
Requirements
- Submit your request within 12 hours of receiving the order.
- Provide clear photos of the product and packaging.
- Include a detailed description of the issue.
Approved claims are processed within 3 business days.
2. Warranty
VIORA provides warranty coverage for manufacturing defects:
- 2-year warranty for headphones.
- 6-month warranty for accessories (where applicable).
If a manufacturing defect is confirmed, the customer may choose one of the following:
- Product replacement.
- Store credit.
- Refund (where applicable).
Warranty Claim Requirements
- Order number or invoice.
- Clear product photos.
- A video demonstrating the issue (if possible).
If the issue cannot be verified remotely, VIORA may request the product for inspection.
If the defect is covered under warranty, VIORA will cover all shipping costs.
If the issue is caused by misuse or is outside the warranty terms, return shipping costs will be the customer's responsibility.
3. Missing Parts
If your product is delivered with missing accessories such as:
- Charging cable.
- Stand base.
- Any included accessory.
The resolution will depend on the missing part:
- If the missing part does not affect product functionality, VIORA may provide the missing accessory or partial compensation.
- If the missing part prevents normal use, the product will be replaced or fully refunded.
Requests must be submitted within 12 hours of delivery with clear supporting photos.
4. Incorrect Products
If you receive the wrong product:
- The incorrect item will be replaced or refunded.
- If the entire order is incorrect, VIORA will replace the order or issue a full refund, including shipping fees, after the incorrect products are returned.
A prepaid return shipping label may be provided by VIORA.
Claims must be submitted within 12 hours of delivery, along with photos or videos showing the incorrect items.
How to Submit a Request
Please contact VIORA Customer Support with:
- Order number.
- Customer name.
- Description of the issue.
- Supporting photos or videos.
Claims are typically reviewed within 3 business days.
Important Notes
- Warranty does not cover misuse, accidental damage, liquid damage, or unauthorized modifications.
- Returned products must be in their original condition when requested.
- VIORA reserves the right to reject claims that do not meet the policy requirements.