Refund policy

At VIAHMOR, we want you to be happy with every purchase. If something isn't right, we're here to help.

1. Returns

You may request a return within 14 days of receiving your order, provided the item is eligible for return.

To be eligible, the item must:

Be unused, unworn and in its original condition.
Be returned in its original packaging, where applicable.
Include all original tags, accessories and included items.
Not show signs of use, damage, washing, alteration or wear.

For an eligible change-of-mind return, you can choose:

Store credit for the full price of the item, added to your VIAHMOR account as soon as we receive the return and usable on any future order; or
A refund to your original payment method.

We reserve the right to refuse a return if the item does not meet these conditions.

2. Items That Cannot Be Returned

For hygiene, safety or product-specific reasons, certain items may not be eligible for return once opened or used.

These may include:

Beauty, personal-care and hygiene products that have been opened or used.
Products that are personalized or made specifically for you.
Items clearly marked as non-returnable or final sale.
Items returned without their original packaging or accessories where these are required for resale.

If you are unsure whether an item is eligible for return, please contact us before sending it back.

3. Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective or different from what you ordered, please contact us within 48 hours of delivery.

Please provide:

Your order number.
A description of the issue.
Clear photographs or video showing the item and, where relevant, its packaging.

Once we have confirmed the issue, you can choose one of the following:

Keep the item and receive store credit worth 50% of the price you paid for it. Store credit is added to your VIAHMOR account and can be used on any future order. You do not need to send anything back.
A replacement of the same item, subject to availability.
A full refund of the price you paid for the item, once it has been returned to us.

If you choose a replacement or a full refund, VIAHMOR will arrange and cover the cost of the return.

4. How to Request a Return

To request a return, contact us on WhatsApp or by email with your order number and the reason for your return.

Please do not send an item back before receiving return instructions from VIAHMOR.

Once your return request is approved, we will provide you with the relevant instructions.

5. Refunds

Once we receive and inspect the returned item, we will notify you whether your refund has been approved.

Approved refunds are processed within 7 business days of receiving and inspecting the returned item, to the original payment method where possible.

For Cash on Delivery orders, refunds are made by bank transfer to an account in your name, or as store credit if you prefer.

The time it takes for the refunded amount to appear in your account may depend on your bank or payment provider.

Original shipping charges are generally non-refundable unless the return is due to an error on our part, a defective item or another situation where we determine that a refund of shipping charges is appropriate.

6. Return Shipping

For a change-of-mind return, the customer may be responsible for the applicable return shipping costs.

If you received an incorrect, damaged or defective item, VIAHMOR covers the return shipping cost. Please contact us first and we will arrange the collection.

7. Exchanges

If you would like to exchange an eligible item, please contact us.

Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer a refund or another suitable option.

8. Sale & Promotional Items

Items purchased during a sale or promotional campaign may have different return conditions. Any special return or final-sale terms will be clearly communicated at the time of purchase.

9. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will do our best to accommodate cancellation requests, but an order may not be cancellable once it has been processed, dispatched or handed over for delivery.