Refund policy

Returns and Refunds

We want you to be satisfied with what you buy from VIA NERA. If something isn't right, here is exactly how it works.

Your return window

You have 30 days from the day your order is delivered to request a return. Requests made after 30 days cannot be accepted.

Condition of returned items

To be eligible for a return, an item must be unused, in the same condition you received it, and in its original packaging with all included accessories. For hygiene reasons, we cannot accept returns of resistance bands, gloves, or personal massage devices that have been used against the skin.

How to start a return

Email us at vianerastore@gmail.com with your order number and a short note about why you're returning the item. We'll reply with the return address and instructions. Please don't send anything back before contacting us — returns sent without prior approval cannot be processed.

Who pays for return shipping

Changed your mind, ordered the wrong item, or it didn't suit you: you cover the cost of return shipping.
Item arrived damaged, faulty, or we sent the wrong product: we cover the cost of return shipping and the replacement.

We recommend using a trackable shipping service. We can't be responsible for items that don't reach us.

Damaged, faulty, or incorrect items

Check your order as soon as it arrives. If an item is damaged, defective, or not what you ordered, email us within 7 days of delivery with photographs of the item and the packaging. We'll arrange a replacement or a full refund, including shipping, and we won't ask you to pay to send it back.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5 to 10 business days. Depending on your bank or card issuer, it can take an additional billing cycle for the credit to appear on your statement.

If more than 15 business days have passed since we confirmed your refund and you still haven't seen it, contact your bank first, then email us and we'll follow up.

Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order for what you want instead.

Order cancellations

If you need to cancel, email us as soon as possible. We can usually cancel an order before it enters fulfilment, typically within a few hours of purchase. Once an order has shipped it can no longer be cancelled, but you can still return it under the terms above.