Returns & Refunds

We stand behind every piece we make. If something isn't right, we'll fix it — no runaround, no fine print traps. Your rights under the Australian Consumer Law (ACL) always apply in full. This policy sits on top of those rights, not in place of them.

Questions? contact@vilera.com.au · ABN 11 413 108 395

1. Returns

You have 30 days from delivery to return an item. To be eligible, your item needs to be:

• Unworn and unwashed
• In original condition — no odours, marks, or damage caused after it arrived
• With all original tags still attached
• In its original or equivalent packaging

To kick off a return, email contact@vilera.com.au with your order number, which item(s) you're returning, and why. We'll get back to you within 48 hours with return instructions.

2. Exchanges

Wrong size? Happens — we offer exchanges within 30 days of delivery.

Because every VILERA product is made to order, exchanges depend on production availability. Once your return arrives and we've confirmed it's all good, we'll get your replacement into production straight away.

Email contact@vilera.com.au with your order number and the size you need.

3. Faulty, Damaged, or Incorrect Items

Check your order when it arrives. If you've received something that's defective, damaged in transit, or just plain wrong (wrong item or wrong size), get in touch straight away at contact@vilera.com.au with:

• Your order number
• A description of what's wrong
• Clear photos of the item

We cover everything — return shipping, replacement, or full refund. You won't be out of pocket for our mistake.

4. What Can't Be Returned

We're not able to accept returns on:

• Items that have been worn, washed, or altered after delivery
• Items returned after the 30-day window (unless your ACL rights apply — see Section 7)
• Items clearly marked as final sale at the time of purchase

5. Refunds

Once your return arrives and we've had a look, we'll email you the outcome.

If approved: Your refund goes back to the original payment method. Allow 5–10 business days — timing varies by bank or payment provider.

If not approved: We'll explain why and work with you on an alternative where we can.

6. Return Shipping Costs

When we're covering it, we'll send a prepaid label or reimburse your shipping costs once the item arrives back with us. We recommend tracked shipping for all returns — we can't be responsible for returns lost in transit without tracking.

7. Your Australian Consumer Law Rights

The Australian Consumer Law gives you rights that no store policy can take away:

• If a product has a major failure, you're entitled to choose a refund or replacement — plus compensation for any reasonably foreseeable loss
• If a product has a minor failure, we can choose between repair or replacement
• Products must be of acceptable quality, fit for purpose, and match their description

These rights are independent of our 30-day returns window. If you believe a product has a genuine fault — even outside 30 days — contact us and we'll look after you.

8. Questions?

We're real people and we want to get it sorted for you.

VILERA · contact@vilera.com.au · We aim to respond within 48 hours on business days.