Refund policy
Last updated: April 1, 2026
At Viamaro, we want you to love what you ordered. If something isn't right, we're here to help.
Your Right of Return
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. This exceeds the minimum withdrawal periods provided under applicable Swiss, EU, and Ukrainian consumer protection laws.
To be eligible for a return, your item must be in the same condition that you received it — unworn, unwashed, undamaged, with all original tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
How to Start a Return
To initiate a return, please contact us at info@viamaro.eu. Our team will confirm your return eligibility and provide you with instructions.
Depending on which Viamaro entity fulfilled your order, returns should be sent to the applicable address:
Orders fulfilled by Viamaro Switzerland: Valentyna Romanenko, Entreprise individuelle Standstrasse, Bern, 3014, Switzerland
Orders fulfilled by Viamaro Ukraine: Romanenko Valentyna Valeriivna, Individual Entrepreneur Poltavska St, 10, Kyiv, Ukraine, 01135
If your return is accepted, we will send you return instructions and, where applicable, a return shipping label. Items sent back to us without first requesting a return will not be accepted.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, unless the item is defective, damaged, or incorrect, in which case Viamaro will cover the return shipping cost.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Claims for defective or damaged items should be submitted within 7 days of delivery.
Exceptions / Non-Returnable Items
For hygiene reasons, the following items cannot be returned:
- Underwear and intimate apparel
- Swimwear (if the hygiene seal has been removed)
- Earrings and pierced jewellery
Items that are clearly marked as "Final Sale" or "Non-Returnable" at the time of purchase cannot be returned.
Gift cards are non-refundable.
If you have questions about whether your item is eligible for return, please contact us at info@viamaro.eu.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 14 days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
If you paid via cash on delivery (оплата при отриманні) or cash at our showroom, refunds will be issued via bank transfer to a bank account you provide.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@viamaro.eu.
EU Right of Withdrawal
If you are located in the European Union, you have the right to withdraw from your purchase within 30 days without giving any reason. The withdrawal period begins from the day you, or a third party you have nominated, receive the last item of your order.
Cancellations: If your order has not yet been fulfilled, you may cancel it directly through your customer account at https://account.viamaro.eu.
Returns: If your order has already been fulfilled, you may initiate a return through your customer account at https://account.viamaro.eu or by contacting us at info@viamaro.eu. Once you notify us of your withdrawal, you must return the item(s) within 14 days.
Refunds: Upon receiving and inspecting your return, we will refund the full purchase price including the standard outbound shipping cost you paid, within 14 days. We may withhold the refund until we have received the returned goods. Premium or express shipping upgrades are non-refundable.
The exceptions listed above (hygiene items, final sale items, gift cards) also apply to EU withdrawal rights where permitted by law.
Contact
For any return or refund questions, please contact our customer care team: info@viamaro.eu