Refund Policy

New Zealand Returns

FREE returns for NZ customers - See details at Free Returns Program

100% satisfaction is guaranteed for all products purchased. That’s our promise. So if you're not completely happy with your purchase within the first 7 days after receiving your items, just let us know by clicking our Contact Page, and we will exchange or issue you a refund for your item based on what you would like.

To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.


International Return Policy

International Returns Eligibility Window: To qualify for a return, items must be received back to Vilo within 45 days of your original order shipment date. 

Packaging Requirements:

  • Must be returned with original packaging intact, otherwise they are non-refundable and will receive no refund.

Items Not Eligible for Refund or Store Credit:

  • Returns received in damaged/worn condition.
  • Returns received after 45 days of the original order shipment date.
  • Shipping charges, except in cases where we have made a shipping error.

How do I return an item I received as a gift?

If you received an order from Vilo as a gift, you can still return! We’ll issue you a Vilo store credit for the amount of the returned item(s) to your account.

  • Please Contact Us for assistance.
  • Gift recipients are not eligible for cash refunds or exchanges.

What if there was something wrong with my order?

  • Please Contact Us right away so we can make things right! 



We provide a 1 year warranty on manufacturing defects. Please note this does not include water damage, breakage or scratches caused by the user or replacement watch batteries.

Click our contact page to initiate a return



Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or exchange.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit/debit card or original method of payment.


To return your product, please get in touch via our contact page. Our return address is: Vilo, 8 William Street Whangarei Northland NZ 0112

You will be responsible for paying for your own shipping costs for returning your item unless covered by the Vilo Free Returns program.