Refund & Return Policy

Returns

Goods once sold cannot be returned or exchanged without a valid reason.

For online purchases, returns are accepted only if:

• The received product is not the same model as ordered, or

• The product arrives damaged or defective.

Please note:

• Used products are not eligible for return.
• Customized products are non-returnable under any circumstances.

A valid unboxing video from start to end is mandatory for any return or claim.

Claims without a complete unboxing video will not be accepted.

Additionally, the video must be emailed or sent via WhatsApp within 2 days of delivery.

Replacements & Refunds

If the product received is defective (Dead on Arrival) or damaged, it will be replaced with a new product.

To process the replacement, please return the item to Viaana Kids Store in its original packaging, along with all accessories and intact serial numbers.

Once the returned item is received and verified, we will dispatch the replacement on the same day.

We strongly recommend recording a complete unboxing video of your order upon delivery and informing us immediately if any defect or damage is found.