At Viva Group Ltd (T/A Veito Heating Solutions NZ), we aim to provide high-quality products that meet your expectations. Our refund policy complies with New Zealand’s Consumer Guarantees Act and Fair Trading Act.

This refund policy covers purchases made on our website, www.veitoheaters.co.nz, and any goods sold on behalf of Viva Group Ltd ("the Company"). Please read this policy carefully, and if you wish to refer to it again, it is always available on our website or upon request in writing before purchase.

We recommend that you return items via registered post, as "the Company" cannot take responsibility for any goods until they are received by secure post.

Return of Goods

New Zealand:
The Consumer Guarantees Act and the Fair Trading Act provide the basis for our returns policy unless otherwise stated. All return courier or postage charges are at the consumer's expense. Before returning any goods, please contact our customer service team by phone or email to receive instructions for the return. Contact information, sales materials, and invoices are readily available on our website. You may reach our customer service department via email at admin@veitoheaters.co.nz

Refunds

Unless a product has been purchased with a money-back guarantee or has a significant failure, "the Company" does not provide refunds. Where provided, refunds are limited to the purchase price of the goods. No refunds are given for “Trial Period” charges, postage, delivery costs, insurance, or any other costs or expenses incurred by the consumer while using or returning the goods. Where a money-back guarantee applies, a Return Authorization Number (RAN) must be obtained before returning the product to "the Company" at the specified address. Returns must be within the specified timeframe and include proof of purchase. Any return courier or postage charges are at the consumer’s expense.

All returned goods (excluding warranty claims) must be in re-saleable condition. "The Company" reserves the right to apply a restocking fee of up to 20% of the original purchase price, which may be deducted from any refund issued.

Faulty or Defective Goods

Goods that fail within the specified warranty period should be returned within that period with proof of purchase and a return address. Before returning goods, please contact our customer service team by phone or email to receive return instructions. Faulty goods will be either repaired or replaced at "the Company's" discretion.

If a product fails outside the specified warranty period, "the Company" has no obligation beyond that required by law to repair or replace goods. However, in some cases, repairs or replacements can be arranged for a fee. For inquiries about this service, please contact us at info@serasilk.co.nz.

If "the Company" agrees that a product has a substantial failure, the consumer can choose between a refund or a replacement.

Our liability, as allowed by law, will be limited to one of the following, at our discretion:

1. Replacement of the goods or supply of equivalent goods;
2. Repair of the goods;
3. Payment of the cost of repairs.

Replacement goods will:

• Be of the same or similar product, subject to stock availability.
• May or may not include original packaging, instructions, or accessories.
• Be guaranteed for the balance of the original warranty period.

Limitation of Liability

"The Company" accepts no liability for personal injury, property damage, costs, or expenses directly or indirectly incurred by the consumer while using any products sold by "the Company."

Where the Consumer Guarantees Act 1993, the Fair Trading Act 1986, and other applicable statutes imply warranties or conditions that cannot be excluded or modified, "the Company’s" liability shall be limited to the minimum extent permitted by law.

By purchasing from www.Veitoheaters.co.nz, you agree to the terms outlined in this Refund Policy.