Refunds and Returns

VIIKING gear is designed and made to perform. If something isn’t right, we’ll sort it out.

Need Help?

If you have any questions please reach out to us via our contact us page.

Your rights under Australian Consumer Law

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 they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.
Faulty, damaged or not as described

If your order arrives damaged or faulty, or isn’t what we described, contact us and we’ll offer a repair, replacement or refund, as the law requires. For a major failure, you can choose a refund or replacement. We cover the cost of return shipping for these claims. There’s no time limit on lodging a claim, though the sooner you tell us the better.

To help us move fast, please include:

  • your order number
  • clear photos of the issue
  • a short description of what happened
3D printed finish

Many VIIKING products are 3D printed in Australia. Fine layer lines and slight surface texture are a normal part of the process and aren’t considered faults. Cracks, warping, delamination, or parts that don’t fit or perform as described are faults, and we’ll fix them under the process above.
Change of mind

We don’t offer refunds, returns or exchanges if you’ve simply changed your mind. This applies to both stock and custom items, including sale items. Please check sizing, compatibility and configuration before you order. If you’re unsure, message us first and we’ll help you get it right.

This doesn’t affect your rights under Australian Consumer Law described above.
Custom-sized and made-to-order items

Custom parts and configured BTA systems are made specifically for you. If a custom item is faulty or doesn’t match what you ordered, we’ll fix it as above.
How to start a claim
  1. Email hello@viiking.com.au with your order number, photos and a description of the issue.
  2. We’ll confirm the next steps and the return address, if needed, within 5 business days.
  3. If we ask you to send the item back, include your order number and keep your tracking details.

Please don’t send items back before we’ve confirmed. Unauthorised returns may be delayed.
Refund timing

Approved refunds are processed within 5–7 business days of us receiving and inspecting the item, back to your original payment method. Your bank or card provider may take extra time to show it.
Not covered

Remedies don’t apply where the problem was caused by misuse, modification, installation that doesn’t follow our instructions, or normal wear and tear.
Questions?

We’re a small Aussie team and we’d rather talk to you than have you stuck. Reach us on hello@viiking.com.au.
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