Refund policy
REFUND, RETURNS AND WARRANTY POLICY
Last updated: 23 September 2026
This policy explains VIIVI’s change-of-mind position, how to report an incorrect or damaged delivery, and the remedies available when a product does not meet a consumer guarantee.
AUSTRALIAN CONSUMER LAW
Nothing in this policy excludes, restricts or changes any right or remedy that cannot lawfully be excluded under the Australian Consumer Law or another applicable law. Consumer guarantees apply automatically and may continue beyond any voluntary warranty period.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
CHANGE OF MIND
VIIVI does not offer refunds, exchanges or store credits where you have simply changed your mind, ordered the wrong colour, found the product elsewhere for a lower price or no longer want the item. Please review the product details and your order carefully before checkout.
This change-of-mind rule does not apply where a product is faulty, unsafe, damaged in transit, materially different from its description or otherwise fails to meet a consumer guarantee.
Sale and promotional items have the same consumer guarantee rights as full-priced items.
DAMAGED, INCORRECT OR MISSING ITEMS
Please contact info@viivi.com.au as soon as reasonably possible after delivery if your order is damaged, incomplete or incorrect.
Prompt notice helps us investigate with the carrier, but a short notification period does not remove any rights that apply under law.
Please include the following where available:
• Your order number and the name used for the order.
• A clear description of the issue.
• Clear photographs or video of the item, packaging and shipping label.
• Whether you would prefer a replacement or refund, where the law gives you that choice.
Please keep the product and packaging until we confirm the next step.
If we sent the wrong item, we will arrange the return at our cost and send the correct item or provide another remedy available under law.
FAULTY PRODUCTS AND CONSUMER GUARANTEES
VIIVI may inspect the product or reasonably request evidence of the issue before providing a remedy. We will not require evidence that is disproportionate to the nature of the claim.
Major failures
If the product has a major failure, you may reject it and choose a refund or replacement of the same type, subject to the Australian Consumer Law.
A major failure can include a product that:
• Is unsafe.
• Is substantially different from its description.
• Has one serious problem or several smaller problems that would have stopped someone from purchasing it if they had known about them.
• Cannot be used for its normal purpose, or another purpose made known to VIIVI before purchase, and cannot easily be fixed within a reasonable time.
Minor failures
If the failure is minor, VIIVI may choose to repair the product, replace it or provide another lawful remedy.
If we cannot fix the issue within a reasonable time, you may be entitled to a refund or replacement.
When a remedy may not be available
A remedy may not be available where the problem was caused by:
• Misuse, neglect, impact damage or use contrary to the product instructions.
• Normal wear and tear rather than a defect.
• An alteration, unauthorised repair or modification.
• A defect that was clearly disclosed before purchase.
This section does not limit any non-excludable consumer right.
VOLUNTARY MANUFACTURING WARRANTY
In addition to your rights under the Australian Consumer Law, VIIVI offers the following voluntary warranty against defects from the purchase date:
• VIIVI bottle body: 12 months for defects in materials or workmanship.
• Magnetic lid, straw lid and caps: claims arising within six months will be assessed for defects in materials or workmanship.
The voluntary warranty does not cover normal wear and tear, cosmetic changes that do not affect function, loss, theft, accidental damage, misuse, failure to follow care instructions or unauthorised modification.
These exclusions apply only to the voluntary warranty and do not remove your rights under the Australian Consumer Law.
HOW TO MAKE A WARRANTY CLAIM
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Email info@viivi.com.au with your order number, contact details, a description of the defect, and clear photographs or video where reasonably available.
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VIIVI will assess the claim and may ask you to return the product or provide further reasonable information.
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If the claim is accepted under the voluntary warranty, VIIVI will repair or replace the affected product or component at its cost.
VIIVI will cover or reimburse reasonable return costs for an accepted warranty or consumer guarantee claim.
Please obtain return instructions before sending an item. Unauthorised postage methods or premium shipping costs may not be reimbursed where they were not reasonably necessary.
REFUND METHOD
Approved refunds will ordinarily be returned to the original payment method.
Bank and payment-provider processing times are outside VIIVI’s control.
Shipping charges will also be refunded where required by law, including where the entire order is rejected because of a major failure.
CONTACT VIIVI
VIIVI
ABN: 70 146 047 475
Email: info@viivi.com.au