At Vilo, we stand behind the quality of our products and want you to be completely happy with your purchase. Your satisfaction is important to us, and if for any reason you're not entirely happy, we're here to help make things right.

New Zealand Returns

Enjoy FREE returns on all eligible New Zealand orders.

We offer a 30-day returns policy for purchases made within New Zealand. If you're not completely satisfied with your purchase, you can request a return, exchange or refund within 30 days of receiving your order.

To arrange a return, simply visit our Contact Page and let us know how we can assist.

Return Conditions

To be eligible for a return:

• Items must be returned in their original condition, unused and unworn.
• Items must be returned in their original packaging (case, dustbag and lens cloth).
• Items returned damaged, worn or showing signs of use will not be eligible for a refund.
• Products with personalised engraving are non-returnable, unless they are faulty or do not meet applicable consumer guarantees.

Return Shipping

Returns within New Zealand are free of charge. Please contact us to request a prepaid return shipping label before sending your item back.

Christmas & Holiday Returns

To make Christmas shopping easier, we've extended our returns period for the festive season.

All purchases made between 21 November and 24 December are eligible for a return, exchange or refund until 15 January of the following year. This gives gift recipients plenty of time to receive their Vilo gift and try it on before deciding.

All standard New Zealand return conditions apply, including the requirement that items are returned unused, unworn and in their original packaging.

New Zealand returns remain free of charge. Please contact us through our Contact Page to arrange your return.

International Returns

We welcome international returns, subject to the following conditions.

Return Eligibility

• Items must be posted back to Vilo within 30 days of the original delivery date to qualify for a refund.
• Items must be unused, unworn and returned with their original packing (case, dustbag and lens cloth).
• Items returned without their original packaging or in a damaged or worn condition will not be eligible for a refund.
• Products with personalised engraving are non-returnable, unless they are faulty or do not meet applicable consumer guarantees.

International Return Shipping

International return shipping costs are the responsibility of the customer, except where the return is due to an error on our part.

Original shipping charges are non-refundable, except where the shipping error or other circumstances require otherwise under applicable consumer law.

Returns received after the 30-day return period will be eligible for Vilo store credit only, provided the items meet the return condition requirements outlined above.

Gift Returns

If you've received a Vilo product as a gift and would like to return it, we're happy to help.

Eligible gift returns will be issued as Vilo store credit for the value of the returned item(s). 

Please contact our customer service team through our Contact Page for assistance.

Please note that gift returns are eligible for store credit only. Cash refunds and exchanges are not available for gift returns.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible so we can put things right.

Our customer service team will work with you to resolve the issue as quickly as possible.

Your rights under the New Zealand Consumer Guarantees Act 1993 and other applicable consumer protection laws are not affected by this policy. Nothing in this policy limits your statutory rights.

Refunds & Exchanges

Once your returned item has been received and inspected, we'll send you an email confirming receipt and advising whether your refund or exchange has been approved.

If your refund is approved, it will be processed back to your original payment method. Please allow additional time for your bank or payment provider to process the refund.

If your return is not approved, we'll contact you to explain why.

How to Arrange a Return

To initiate a return, please visit our Contact Page and get in touch with our customer service team.

Please include:

• Your order number.
• The item(s) you wish to return.
• A brief explanation of the reason for your return.

Our team will get back to you with the next steps and any relevant return instructions.

We're always here to help and will do our best to make your Vilo experience a positive one.

Thank you for choosing Vilo.