Return and Refund Policy

No Returns or Refunds

• We do not accept returns or offer refunds for any products purchased through our online store. This includes, but is not limited to, changes of mind, incorrect ordering, or surplus stock.

• All sales are final once an order has been processed and shipped. This policy is in place because chemicals and related supplies cannot be resold once they leave our controlled environment, to prevent contamination, tampering, or safety risks.

Damaged or Defective Goods

• If you receive goods that are damaged during transit or do not meet our quality standards (e.g., incorrect product, manufacturing defect, or compromised packaging), we encourage you to contact us as soon as possible.

• You must notify us within 48 hours of receiving your order to report any issues. Please provide detailed information, including order number, photos of the damage or defect, and a description of the problem.

• Upon review, we may, at our discretion, endeavour to rectify the situation. This could include issuing a replacement product, a partial refund, or store credit, depending on the circumstances and availability.

• We are not responsible for damage caused by improper handling, storage, or use after delivery, or for issues arising from customer-provided shipping instructions.

Shipping and Delivery Issues

• All orders are carefully packaged and shipped in compliance with Australian dangerous goods regulations. We recommend inspecting your package upon arrival.

• If your order arrives incomplete or with visible external damage, please refuse delivery if possible and contact us immediately. For accepted deliveries, report issues within the 48-hour window as outlined above.

• Shipping costs are non-refundable, and any return shipping (if approved in exceptional cases) would be at the customer’s expense.

How to Contact Us

• To discuss any quality-related concerns or damage, please email us at contact@vivablu.com.au or call our customer service line at 0402 981 808. Include your order details for faster assistance.

• We aim to respond to all inquiries within 2 business days and will work with you to resolve eligible issues fairly.

Important Notes

• This policy complies with Australian Consumer Law. Nothing in this policy affects your statutory rights under the Australian Consumer Law, including remedies for goods that are faulty or not as described.

• For bulk or custom orders, additional terms may apply—please refer to your order confirmation or contact us prior to purchase.

• We reserve the right to update this policy at any time. Changes will be posted on our website.

By placing an order with Viva Blu, you agree to this Return and Refund Policy. If you have any questions, feel free to reach out before completing your purchase.