Returns & Refunds

30-Day Returns

We want you to be completely happy with your purchase. If you're not satisfied, you can return most items within 30 days of delivery for a full refund or exchange.

To be eligible for a return, items must be:

• Unused and in original condition
• In original packaging with all accessories and documentation included
• Returned within 30 days of the delivery date

How to Start a Return

To request a return, contact us with:

• Your order number
• The item(s) you'd like to return
• Your reason for returning

We'll respond within one business day with return instructions. Please don't send items back without contacting us first.

Damaged Items

If your item arrives damaged, please contact us within 24 hours of receiving your order with:

• Your order number
• Clear photos of the damaged item
• Photos of the packaging it arrived in

Claims received after 24 hours of delivery may not be accepted, so please inspect your order as soon as it arrives. Once we confirm the damage we'll arrange a replacement or full refund and cover all return shipping costs.

Faulty Items — Warranty

Faulty items are covered under the manufacturer's warranty, which varies by brand and product. Warranties on the products we stock generally range from 1 year to 5 years depending on the brand and item type. The specific warranty period is noted on each product page.

If you believe your item has developed a fault within the warranty period, please contact us with:

• Your order number and proof of purchase
• A description of the fault
• Photos or video showing the issue where possible

We'll assess the claim and liaise with the manufacturer on your behalf to arrange a repair, replacement, or refund in line with the warranty terms.

Return Shipping

• Faulty, damaged, or incorrect items: Viaggo covers return shipping costs.
• Change of mind returns: Return shipping is at the customer's expense.

We recommend using a tracked courier service for returns as we cannot be responsible for items lost in transit.

Refunds

Once we receive your return and confirm the item is in original condition, we'll process your refund within 3–5 business days to your original payment method. You'll receive an email confirmation once the refund is issued.

Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned once opened:

• Certain plumbing and sanitation components
• Items marked as non-returnable on the product page
• Items that have been installed or used

If you're unsure whether an item is returnable, contact us before purchasing.

NZ Consumer Guarantees Act

Your rights under the New Zealand Consumer Guarantees Act 1993 apply in addition to this policy. If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, or refund regardless of this returns policy. Nothing in this policy limits those rights.