Refund policy

At viblii, we want you to feel confident with your purchase. If an item isn't right for you, we offer a clear and fair returns process. This policy is in addition to your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

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Return Eligibility

When can you return an item?

You may request a return within 30 days of delivery, provided the following conditions are met:

• The item is unused, unopened, and in its original condition
• All original packaging, labels, and accessories are included
• The return request is submitted within the 30-day return window
• The item was purchased directly from www.viblii.com

Items returned in a condition that does not meet these requirements may be refused or partially refunded, in line with inspection results.

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Non-Returnable Items

What cannot be returned?

The following items are not eligible for return unless faulty or incorrect:

• Opened or used consumable products (including cleaning tablets) for hygiene reasons
• Items marked as Final Sale
• Gift cards
• Products damaged due to misuse, neglect, or improper care
• Items returned outside the 30-day return window

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How to Start a Return

Starting the process

To initiate a return, please use our Contact form with the following information:

• Full name
• Order number
• Item(s) you wish to return
• Reason for the return

Once your request is approved, we will provide return instructions and the correct return address. Please do not send items back without contacting us first, as unapproved returns may not be processed.

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Return Shipping Costs

Who pays for return shipping?

• Change-of-mind returns: the customer is responsible for return shipping costs
• We recommend using a trackable shipping service, as we cannot be responsible for items lost in transit
• We do not provide prepaid return labels unless the return is due to an error on our part

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Faulty, Damaged, or Incorrect Items

Something wrong with your order?

If your order arrives faulty, damaged, or not as described, please contact us within 30 days of delivery using our Contact form and include:

• Your order number
• A brief description of the issue
• Clear photos showing the problem

In these cases:

• Return shipping costs will be covered
• A replacement or full refund will be arranged
• Original delivery charges will be refunded where applicable

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Refunds

How and when will you be refunded?

• All returns are inspected once received
• If approved, refunds are issued to the original payment method
• Refunds are typically processed within 5–7 business days after inspection
• Bank or card providers may take additional time to reflect the refund

Original delivery charges are non-refundable unless the return is due to a faulty, damaged, or incorrect item.

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Partial or Refused Refunds

When might a refund be reduced?

A partial refund or refusal may apply if:

• The item shows signs of use
• Packaging or components are missing
• The item is returned damaged due to customer handling

You will be notified if this applies to your return.

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Exchanges

Can I exchange an item?

We do not offer direct exchanges. If you would like a different item, we recommend placing a new order and returning the original item for a refund, subject to return eligibility.

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Order Cancellations

Can I cancel my order?

Orders can be cancelled before dispatch for a full refund. Once an order has shipped, the standard returns process applies. To request a cancellation, contact us as soon as possible with your order number.

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