Refund policy

Refund Policy

Thank you for shopping with us. We hope you are satisfied with your purchase. However, if your item is defective or damaged, you may return it for a refund, store credit, or exchange.

Returns

All returns must be initiated within fourteen (14) days of receiving your order. To qualify, items must be unused, in their original condition, and include all original packaging. Please note that only defective or damaged items are eligible for return.

Return Process

To start a return, contact us at info@usevienna.com. Once approved, securely package the item in its original packaging along with the return form provided, and send it to the return address provided in our confirmation email.

Customers are responsible for covering return shipping costs. We recommend using a trackable shipping method to ensure your item is safely returned.

Refunds

After receiving and inspecting your returned item, we will process your refund. Please allow up to seven (7) days from receipt for processing. Refunds may take 1-2 billing cycles to appear on your statement, depending on your payment provider. You will receive an email notification once your refund has been completed.

Damages and Issues

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect (e.g., wrong size or color), contact us immediately so we can address the issue promptly.

Unfortunately, sale items and gift cards are not eligible for return.

Exceptions / Non-returnable Items

To qualify for a return, the following conditions must be met:

  • The item must be defective or damaged.

  • Items must be unused and in their original condition.

  • The original packaging and tags must be intact.

Exchanges

If your item is defective or damaged, you may exchange it for a replacement. Please note that shipping fees are non-refundable, and customers are responsible for return shipping costs.

European Union 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason. Items must be returned in their original condition, unused, with tags, and in their original packaging. Proof of purchase is required.

Refund Processing

Once your returned item is received and inspected, we will notify you of the refund status. Approved refunds will be processed back to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to post the refund.

If you have not received your refund within 15 business days of approval, please contact us at info@usevienna.com.