About this policy

This Returns, Refunds and Exchanges Policy applies to products purchased directly from VILU through:

• vilu.com.au;
• an accepted VILU quotation;
• email or telephone ordering;
• a VILU showroom or warehouse; or
• another sales channel expressly operated or authorised by VILU.

VILU is operated by VILU LIVING PTY LTD.

Email: vilu@vilu.com.au
Website: vilu.com.au

This Policy should be read together with the VILU Website and Sales Terms and Conditions.

Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Policy is intended to exclude, restrict or modify any right, guarantee, condition, warranty or remedy that cannot lawfully be excluded, restricted or modified.

Where a product does not comply with an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, compensation or another remedy, depending on the nature and circumstances of the issue.

Your rights under the Australian Consumer Law apply independently of any manufacturer’s warranty, express warranty or additional warranty offered by VILU.

Change-of-mind returns

Please select products, colours, finishes, dimensions, quantities and configurations carefully before confirming your order.

VILU is not required to provide a refund, exchange or store credit where you:

• change your mind;
• no longer require the product;
• select the incorrect product, colour, finish, size or quantity;
• fail to confirm that the product will fit within the intended space or through the required access points;
• find the product at a lower price elsewhere;
• decide that the product does not suit your décor or personal preference; or
• experience a reasonable difference between the product’s actual colour and its appearance on a screen or in photography.

VILU may, at its sole discretion, approve a change-of-mind return. Approval must be obtained in writing before any product is returned.

An approved change-of-mind return may be subject to the following conditions:

• the request must be submitted within 14 days after delivery or collection;
• the product must be unused, unassembled, uninstalled and undamaged;
• the product must be returned in its complete original packaging;
• all accessories, components, instructions and documentation must be included;
• proof of purchase must be provided;
• the customer must pay the return freight and handling costs; and
• a reasonable restocking fee may apply and will be disclosed before the return is approved.

The conditions in this section apply only to voluntary change-of-mind returns. They do not limit any rights relating to faulty or non-compliant products under the Australian Consumer Law.

Custom, special-order and made-to-order products

Products manufactured, sourced, ordered, modified or finished specifically for a customer cannot be returned or exchanged because of change of mind.

This includes products ordered in a customer-selected:

• colour;
• finish;
• dimension;
• configuration;
• quantity;
• material; or
• project specification.

Deposits and payments for custom, special-order and made-to-order products may become non-refundable once VILU has commenced procurement, manufacturing, finishing or other work associated with the order.

Nothing in this section excludes any right or remedy available under the Australian Consumer Law where a product is faulty, materially different from its description or otherwise fails to comply with an applicable consumer guarantee.

Sale, clearance and display products

Sale, clearance, discontinued, ex-display and promotional products are not eligible for change-of-mind returns unless VILU agrees otherwise in writing.

Any defect, damage, variation or imperfection disclosed before purchase will not entitle the customer to a remedy in respect of that disclosed condition.

This section does not affect rights relating to a separate undisclosed fault or other failure to comply with an applicable consumer guarantee.

Inspection following delivery

Customers should inspect all products as soon as reasonably practicable after delivery or collection.

Before signing a delivery document, customers should examine the packaging for visible signs of damage wherever it is reasonably possible to do so.

Where damage, an incorrect product or a shortage is identified, the customer should retain the product and its packaging and contact VILU promptly.

Prompt notification assists VILU in investigating the matter with the relevant warehouse, supplier or freight provider. A delay in notification does not automatically remove any rights that cannot lawfully be excluded.

Transit damage

If a product or its packaging is visibly damaged at the time of delivery:

• record the damage on the delivery documentation where possible;
• take clear photographs or video before removing the packaging;
• retain the packaging and shipping labels;
• do not assemble, install or use the affected product; and
• notify VILU promptly at vilu@vilu.com.au.

The notification should include:

• the customer’s full name;
• the order or invoice number;
• the delivery date;
• the product name and quantity affected;
• a description of the damage; and
• clear photographs or video showing the product, packaging and shipping label.

VILU recommends that visible transit damage be reported within 48 hours after delivery so that a freight investigation can be commenced promptly. This recommended period does not limit any rights under the Australian Consumer Law.

Incorrect products and order shortages

If an incorrect product is delivered or an item is missing from an order, the customer should contact VILU promptly and provide:

• the order or invoice number;
• details of the product received;
• details of the product ordered or missing;
• photographs of the product and packaging; and
• photographs of the product label or shipping label.

Where VILU confirms a supply error, VILU will arrange an appropriate remedy, which may include supplying the correct product, supplying the missing item or arranging collection of an incorrectly delivered product.

Faulty products

A customer who believes a product is faulty, unsafe, not of acceptable quality, materially different from its description or unsuitable for a purpose expressly communicated to and accepted by VILU should contact vilu@vilu.com.au.

The claim should include:

• the customer’s full name and contact details;
• the order, quotation or invoice number;
• the product name;
• the quantity affected;
• a detailed description of the issue;
• the date the issue was first identified;
• information about the product’s location and use; and
• clear photographs or video demonstrating the issue.

VILU may request additional information where reasonably required to assess the claim.

Product assessment

VILU is entitled to examine or arrange an assessment of a product before determining whether the product is faulty and which remedy is appropriate.

Depending on the nature of the product and issue, the assessment may be conducted through:

• photographs or video;
• a video call;
• an inspection at the product’s location;
• collection of the product;
• return of a component or replacement part; or
• inspection by an appropriately qualified third party.

The customer must not dispose of, alter, repair or arrange third-party repair of the product without VILU’s prior written approval where doing so may prevent VILU from reasonably assessing the claim.

This requirement does not limit any rights the customer may have under applicable law.

Minor problems

Where a product has a minor problem, VILU may choose to provide an appropriate remedy in accordance with the Australian Consumer Law.

The remedy may include:

• repair;
• replacement of a component;
• replacement of the product;
• supply of an equivalent product;
• another reasonable solution agreed with the customer; or
• a refund where appropriate.

VILU will provide the remedy within a reasonable period, having regard to the nature of the product, the location of the product, replacement-part availability and the circumstances of the claim.

Major problems

Where a product has a major problem for the purposes of the Australian Consumer Law, the customer may be entitled to reject the product and choose between:

• a refund; or
• a replacement of the same type and similar value, where reasonably available.

A major problem may arise where, among other circumstances, the product:

• is unsafe;
• is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time;
• is substantially unfit for a purpose communicated to VILU and cannot easily be made fit within a reasonable time;
• is materially different from its description, sample or demonstration model; or
• has a problem that would have prevented a reasonable customer from purchasing it had they known about the problem.

The availability and nature of a remedy will be determined in accordance with the Australian Consumer Law.

Return authorisation

Products must not be returned to a VILU warehouse, showroom, office or third-party location without prior written authorisation.

Once a return is approved, VILU will provide the applicable instructions, which may include:

• a return authorisation reference;
• the return address;
• packaging requirements;
• collection arrangements;
• freight instructions; and
• documents that must accompany the return.

A return sent without authorisation may be refused or returned to the sender at the sender’s reasonable cost, except where doing so would be inconsistent with applicable law.

Return freight and collection costs

For an approved change-of-mind return, the customer is responsible for all return freight, insurance, packaging and handling costs.

Where a product is confirmed to have a failure covered by the Australian Consumer Law, VILU will reimburse reasonable return costs or arrange collection where required by law.

Where a faulty product is large, heavy, installed or otherwise difficult to return without significant cost, VILU will arrange collection or otherwise meet its obligations under the Australian Consumer Law.

Where an assessment reasonably determines that:

• the product is not faulty;
• the issue resulted from misuse;
• the issue resulted from incorrect assembly or installation;
• the product was damaged after delivery;
• required care and maintenance were not performed; or
• the issue is otherwise not attributable to VILU,

the customer may be responsible for reasonable inspection, collection, freight and redelivery costs.

VILU will disclose any proposed charge before undertaking a chargeable service wherever reasonably practicable.

Refunds

Approved refunds will ordinarily be made to the original payment method.

Where the original payment method is unavailable, VILU may request reasonable information to verify the customer’s identity and payment details before processing the refund.

Refund processing times may vary according to the relevant bank, card provider or payment processor.

VILU will not impose a restocking, administration, processing or repair fee on a remedy that VILU is legally required to provide for a product that fails to comply with an applicable consumer guarantee.

Where required by law, an approved refund will include any applicable original delivery charges.

Proof of purchase

VILU may request reasonable proof that the product was purchased from VILU.

Acceptable proof may include:

• a tax invoice;
• an order confirmation;
• a VILU quotation and payment record;
• a card or bank statement;
• an email confirmation; or
• another document reasonably demonstrating the purchase.

The absence of original packaging does not, by itself, remove a customer’s rights in relation to a faulty product.

Items not generally considered faults

Subject to the Australian Consumer Law, the following will not ordinarily constitute a product fault:

• normal wear and tear;
• damage resulting from misuse, abuse, negligence or accidental impact;
• damage caused by incorrect assembly, installation, relocation or storage;
• damage caused by failure to follow care and maintenance instructions;
• damage caused by abrasive products, harsh chemicals or inappropriate cleaning methods;
• damage caused by unauthorised repairs or modifications;
• superficial marks, scratches or damage occurring after delivery;
• reasonable manufacturing tolerances;
• minor variations in dimensions, colour, texture or finish;
• colour differences resulting from screen settings, photography or lighting;
• deterioration caused by environmental exposure inconsistent with the product’s specifications;
• deterioration arising from inadequate maintenance in coastal, marine, poolside, high-salt or high-chlorine environments; or
• wear resulting from use beyond the product’s stated intended application.

Commercial and hospitality orders

Commercial and hospitality customers must inspect products promptly and notify VILU of any delivery discrepancy as soon as reasonably practicable.

Project-specific return, cancellation, storage and delivery conditions may be stated in the applicable quotation, purchase agreement or project contract.

Where project-specific conditions conflict with this Policy, the project-specific conditions will apply to the extent legally permitted.

Nothing in a commercial quotation or project agreement excludes any consumer guarantee or statutory right that applies to the transaction and cannot lawfully be excluded.

Contact VILU

Return requests, delivery claims and product concerns should be submitted to:

VILU
Operated by VILU LIVING PTY LTD

Email: vilu@vilu.com.au
Website: vilu.com.au

Please include the relevant order, quotation or invoice number in all correspondence.