Refund policy
Last updated: 12-04-2026
At Viya Pets, we offer a 30-day return policy.
1. Change of Mind Returns
You may request a return within 30 days of receiving your order.
Conditions:
- Item must be unused and in original condition
- Customer is responsible for return shipping costs
2. Damaged or Defective Items
If your item arrives damaged or faulty:
- Contact us within 7 days
- Provide photos or video evidence
We will offer:
- A replacement, or
- A full refund
3. Australian Consumer Law
Under Australian Consumer Law:
- You are entitled to a refund or replacement for major failures
- Minor issues may be repaired or replaced
4. Non-Returnable Items
We may refuse returns if:
- The item has been used
- The item is not in original condition
5. Refund Process
Once approved:
- Refunds are issued to the original payment method
- Processing time: 5–10 business days
6. Order Cancellations
Orders can only be cancelled before processing.
Once processed, cancellation is not possible.