Refund policy
VISTORA — RETURN & REFUND POLICY
Last updated: 28 August 2026
At Vistora, we want you to feel confident when shopping with us. If you’re not completely satisfied with your purchase, we’re here to help.
This Return & Refund Policy explains when and how you can request a return or refund.
Vistora is the trading name of Vishnu Murali Nair, a New Zealand sole trader (NZBN 9429053882103).
1. Our 14-Day Return Policy
For eligible products, Vistora accepts return requests within 14 days of the date your order is delivered.
To be eligible for a change-of-mind return, the product must:
- Be unused and unworn
- Be in its original condition
- Have all original tags attached
- Include the original packaging, accessories, and accompanying items where applicable
- Not have been washed, altered, damaged, or used
Some products may not be eligible for return for hygiene, safety, or other legitimate reasons. Any applicable exclusions will be identified on the product page or at the time of purchase.
Important: The 14-day return period applies to eligible voluntary/change-of-mind returns. It does not limit any rights you may have under applicable consumer protection laws.
2. Change-of-Mind Returns
If you simply change your mind about your purchase, you may request a return within 14 days of delivery, provided the product meets our return conditions.
For change-of-mind returns:
- Return shipping costs are generally the customer’s responsibility.
- The product must be returned using the return instructions provided by Vistora.
- We recommend using a tracked and insured shipping service.
- Vistora is not responsible for a return that is lost or damaged while being returned when the customer has arranged the return shipping.
Return shipping arrangements may vary depending on the product and its fulfilment location.
3. Faulty, Damaged or Incorrect Products
If your order arrives:
- Damaged
- Faulty or defective
- Incorrect
- Missing an item
- Significantly different from its description
Please contact us as soon as possible at support@vistora.world.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging were relevant
- Photographs showing any visible damage, defect, or incorrect item
Please keep the product and its original packaging until we have reviewed your request.
Where a product is confirmed to be faulty, damaged, incorrect, or otherwise covered by applicable consumer protection law, Vistora will provide an appropriate remedy in accordance with the law.
For New Zealand customers, consumer law can provide rights to repair, replacement, or refund depending on the circumstances.
4. How to Request a Return
Step 1: Email support@vistora.world
Step 2: Include your order number and explain why you would like to return the product.
Step 3: If the product is damaged, faulty, or incorrect, include clear photographs.
Step 4: Wait for confirmation from Vistora before sending anything back. We aim to respond within 2–3 business days.
Step 5: We will provide the applicable return instructions and return address.
Please do not send a return to an address found elsewhere on the internet or to a supplier/warehouse address unless Vistora has specifically instructed you to do so.
Because some Vistora products may be fulfilled from different locations, the correct return location can vary between products.
5. Return Shipping
For change-of-mind returns, the customer is generally responsible for the cost of returning the product.
For products that are confirmed to be faulty, damaged, incorrect, or otherwise covered by applicable consumer protection law, Vistora will arrange or reimburse reasonable return shipping costs where required.
The applicable return instructions will be provided after your request has been reviewed.
6. Return Inspection
Once your return is received, the product may be inspected to confirm that it meets the applicable return conditions.
For change-of-mind returns, products must be returned in their original condition, including applicable tags, packaging, and accessories.
A return may be refused where a product has been used, worn, washed, damaged, altered, or returned without required components, except where the issue is a fault or other circumstance covered by applicable consumer law.
7. Refunds
Once an eligible return has been received and approved, we will process the applicable refund.
We aim to process approved refunds within 5–7 business days of receiving the returned product.
Refunds will generally be issued to the original payment method used for the purchase.
The time it takes for the refund to appear in your account may depend on your bank, card issuer, or payment provider.
Shipping charges are generally non-refundable for change-of-mind returns, unless otherwise required by applicable law or stated by Vistora.
8. Exchanges
At this time, Vistora generally does not offer direct exchanges for a different size, colour, or product.
If you would like a different product or size, you may:
- Request a return for the original eligible item; and
- Place a new order for the desired item.
Once the original return is approved, the applicable refund will be processed.
9. Products That Cannot Be Returned
Certain products may be excluded from change-of-mind returns where permitted by law.
These may include products that:
- Are hygiene-sensitive
- Cannot reasonably be resold once opened or used
- Have been personalised or specially made for you
- Are otherwise identified as non-returnable before purchase
These exclusions do not remove any rights you may have where the product is faulty, defective, incorrectly supplied, or otherwise covered by applicable consumer protection law.
10. Sale & Promotional Products
Sale and promotional products may be subject to specific return conditions.
Any applicable restrictions will be clearly communicated at the time of purchase.
Sale items are still covered by applicable consumer protection laws.
11. International Returns
Vistora accepts orders from customers in various countries.
International customers should be aware that returning a product internationally may involve additional shipping costs, customs requirements, or other charges.
For change-of-mind returns, these costs are generally the customer’s responsibility.
Vistora will provide the applicable return instructions for the particular order.
12. Customs Duties & Taxes on Returns
If you are returning an international order, you may need to follow customs requirements when sending the product back.
Vistora cannot be responsible for customs charges created by a customer’s return shipment where those charges are not Vistora’s responsibility under applicable law.
We recommend following the return instructions provided by Vistora carefully.
13. Returns That Do Not Meet Our Conditions
If a change-of-mind return does not meet the applicable return conditions, we may be unable to issue a refund.
If this happens, we will contact you and explain the situation.
Nothing in this section limits your legal rights where a product is faulty, defective, incorrectly supplied, or otherwise covered by applicable consumer protection legislation.
14. Your Consumer Rights
Nothing in this policy is intended to exclude, restrict, or limit any rights or remedies that you may have under applicable consumer protection laws.
New Zealand
For customers in New Zealand, applicable rights under laws such as the Consumer Guarantees Act 1993 continue to apply where relevant.
The Consumer Guarantees Act provides minimum guarantees for products sold by businesses to consumers in New Zealand, including guarantees relating to acceptable quality, description, fitness for purpose, and delivery.
European Union
For eligible online purchases made by consumers in the European Union, you may have a statutory 14-day right of withdrawal without giving a reason, subject to applicable legal exceptions.
The withdrawal period generally begins when you, or a person you nominate other than the carrier, receive physical possession of the goods. Where an order consists of multiple goods delivered separately, special rules can apply to when the withdrawal period begins.
Where the EU right of withdrawal applies, the customer generally bears the direct cost of returning the goods unless Vistora has agreed to bear that cost or applicable law requires otherwise.
Nothing in this policy is intended to limit any mandatory rights available to consumers under applicable EU law.
Other Countries
Customers in other countries may have additional mandatory consumer protection rights under the laws applicable to their purchase.
Our voluntary 14-day return policy is in addition to, and does not replace, any rights that cannot legally be excluded.
15. Contact Us
If you have a question about a return, refund, or product issue, please contact us:
Vistora
New Zealand
Email: support@vistora.world
Website: vistora.world
We aim to respond to all return and refund enquiries within 2–3 business days and will work with you to resolve eligible issues fairly.