Refund policy

At Vieur, we want you to be completely satisfied with your purchase. If something isn’t right, you have the right to return your order under the conditions outlined below. We are under a legal duty to supply goods that are in conformity with this contract.

Return Eligibility

  • We currently accept returns from customers within the United Kingdom, the Netherlands, and Australia.

Australian Consumer Notice: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

1. Statutory Rights (UK, EU, and Australia)

If you are a consumer based in the United Kingdom, the Netherlands, or Australia, we are under a legal duty to supply goods that are in conformity with this contract and meet all statutory requirements. Additionally, you have the right to withdraw from this contract within 14 days without giving any reason.

  • Withdrawal Period: The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
  • How to Cancel: To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by contacting us at help@vieur.com.

2. Standard Return Policy (30 Days)

In addition to your statutory rights, we voluntarily offer an extended return window. You may request a return up to 30 days from the date of delivery.

  • Condition: Items must be unused, uninstalled, free of damage, and in their original packaging in a resalable condition.
  • Proof: A receipt or proof of purchase (Order Number) is required.

Return Shipping Costs

  • Defective/Damaged Items: If the item is incorrect, damaged, or defective, we will pay the return shipping costs (or provide a free replacement).
  • Customer Remorse (Change of Mind): If you are returning an item simply because you changed your mind, you will have to bear the cost of returning the goods to our facility.
  • We recommend using a tracked shipping service. Items returned without tracking that are lost in transit cannot be refunded.

How to Initiate a Return

  1. Contact us at help@vieur.com with your order number, photos, and reason for return.
  2. Our team will review your request and provide a Return Authorization Number.
  3. Drop your package off at the nearest shipping carrier location as per the instructions in the return authorization email.
  4. Returns sent without prior approval or outside the 30-day window will not be eligible for a refund.

Damaged or Incorrect Items

  • Please inspect your order upon delivery.
  • If your item arrives damaged, defective, or incorrect, please contact us immediately (within 48 hours is recommended). Please include your order number, photos, and a brief description of the issue.
  • Once verified, we will provide either a free replacement or a full refund.

Refunds

  • Refunds are issued to your original payment method once the returned item has been received, inspected, and approved.
  • Please allow up to 7 business days for the refund to be processed.
  • You will be notified by email once your refund has been approved and issued.
  • No restocking fees will apply.

Exchanges

  • If you wish to exchange an item, please request a return and place a new order for the replacement item.

Order Cancellations

  • Orders may be cancelled before processing or dispatch by contacting us at help@vieur.com.
  • Once your order has been shipped, cancellations are no longer possible. You may still return the item under our 30-day return policy.

Contact Us

We’re here to help with any questions about your order, our products, or our policies. Our support team is always ready to provide quick, reliable assistance.

Customer Support

Order Inquiries

If your inquiry is related to an existing order, please include your order number in your email or have it available when you call so we can assist you more quickly.

Company Information (Legal Operator)

  • Business Name: Vieur
  • Legal Entity: FIREBLADE LLC
  • Business Address: 312 W 2nd St #5196, Casper, Wyoming 82601, United States
  • Company Registration Number: 2025-001603504
  • Employer Identification Number (EIN): 36-5130650