Return & Refund Policy

At Viloen, we want you to feel confident shopping with us. Every order is covered by our 60-Day Comfort Trial.

1. Our 60-Day Comfort Trial

Use your Viloen product every day for up to 60 days from the date you receive your order. If it isn't right for you, we'll refund the product price in full.

• Used products are covered. You don't need to keep it unused or in its original packaging.

• You don't need to give a reason, although we always appreciate feedback.

• The trial doesn't cover products that have been deliberately damaged or misused (for example cut, burnt or heavily soiled).

• The trial applies to one unit of each product per customer. For bundles, you can trial one unit and return any unopened units for a refund of their price.

2. How to Start a Refund

Email help@viloen.com with your order number and the item(s) you'd like refunded.

In most cases, we won't ask you to send the product back. If we do need it returned, we'll email you instructions and cover the return postage. Please contact us before sending anything back.

3. Refunds

Once your request is approved, we'll refund the product price to your original payment method. Please allow a few extra business days for your bank or payment provider to show the refund in your account.

4. Damaged, Faulty or Incorrect Items

If your order arrives damaged or faulty, or you receive the wrong item, contact us as soon as possible at help@viloen.com with your order number and photos of the issue. We'll arrange a replacement or refund at no cost to you.

5. Exchanges

We don't offer direct exchanges. If you'd like a different product or colour, request a refund under the Comfort Trial and place a new order.

6. Requests After 60 Days

Comfort Trial requests made more than 60 days after you received your order aren't covered by the trial. Your rights for faulty products still apply (see below).

7. Your Consumer Rights

Our Comfort Trial is offered in addition to your rights under the Australian Consumer Law and the New Zealand Consumer Guarantees Act. Nothing in this policy limits those rights.

8. Contact Us

Viloen
Email: help@viloen.com

Sit on it for 60 days. If it's not for you, we'll make it right.