Refund policy
Refund Policy
Last updated: July 18, 2026
At Viora, we want you to feel confident when trying our products. This Refund Policy explains your statutory consumer rights and the additional 60-day satisfaction guarantee offered by Viora.
60-Day Satisfaction Guarantee
Viora offers a voluntary 60-day satisfaction guarantee. You have 60 days from the date your order is delivered to request a return.
Our scalp bar is designed to be tried as part of your normal haircare routine. Therefore, one opened bar per order may be eligible for return under this guarantee if you are genuinely dissatisfied with the product.
For bundles containing multiple bars:
- One bar may be opened and tested.
- Any additional bars must remain unused, unopened and in their original packaging.
- Empty, almost completely consumed, deliberately damaged or misused products are not eligible.
You must provide your order number or another valid proof of purchase.
This voluntary guarantee is separate from, and does not limit, any statutory consumer rights you may have.
Statutory Right of Withdrawal
Customers located in the European Union generally have the right to withdraw from an online purchase within 14 days after receiving the order, without providing a reason.
To exercise this right, you must clearly notify Viora before the 14-day withdrawal period ends.
After notifying us, you must return the products within an additional 14 days.
Where a product is delivered with a sealed hygiene or safety seal, the statutory right of withdrawal may no longer apply once that seal has been broken, where permitted by applicable law.
However, this does not remove the separate Viora 60-day satisfaction guarantee described above.
Return Conditions
To qualify for a return outside the one opened bar permitted under our satisfaction guarantee, products must:
- Be unused and unopened.
- Be returned in their original packaging.
- Include all components received with the order.
- Be accompanied by the order number or proof of purchase.
Products must be packed carefully to prevent damage during return shipping.
Items That Cannot Be Returned
The following products are not eligible for return:
- Opened or used personal-care products, except for the single bar permitted under our 60-day satisfaction guarantee.
- Additional opened bars from a multipack or bundle.
- Products without their original packaging.
- Products with a broken seal, except where accepted under our satisfaction guarantee.
- Empty or substantially consumed products.
- Products damaged through misuse or improper storage.
- Gift cards.
- Free promotional gifts, unless they form part of a complete order return.
Your statutory rights concerning defective, damaged or incorrectly supplied products remain unaffected.
How to Start a Return
Before returning anything, contact:
support@mobalcare.com
Include:
- Your full name.
- Your order number.
- The product you want to return.
- The reason for your return.
- Photographs where the item is damaged, defective or incorrect.
We will review your request and provide return instructions.
Returns sent without contacting us first may be delayed or refused.
Return Address
Once your return has been approved, it must be sent to:
Nourisha Limited
46 Grayswood Drive
city:- Bradford
post code:- Bd4 9es
United Kingdom
Do not send products to a supplier, manufacturer or address shown on the parcel without receiving instructions from Viora.
Return Shipping Costs
For ordinary returns and returns made under the 60-day satisfaction guarantee, return shipping costs are the responsibility of the customer.
We recommend using a tracked shipping method. Viora is not responsible for returned parcels that become lost or damaged before reaching us.
When exercising the statutory right of withdrawal for an entire order, we will refund the original standard delivery charge where required by law. Additional costs for express or premium delivery are not refundable.
If only part of an order is returned, the original delivery charge will generally not be refunded.
Viora covers reasonable return costs when the product delivered was defective, damaged or incorrect.
Damaged, Defective or Incorrect Products
Please inspect your order shortly after delivery.
If your product arrives damaged, defective or incorrect, contact support@officialviora.com as soon as possible and include clear photographs of:
- The product.
- The packaging.
- The shipping label.
- The damage or issue.
Once evaluated, we may offer a replacement or full refund at no additional cost.
Do not discard the item or its packaging until we have completed our assessment.
Refunds
Once your return has arrived, we will inspect it and notify you whether the refund has been approved.
Approved refunds under the 60-day satisfaction guarantee are normally issued within 5–10 business days to the original payment method.
For statutory withdrawals, refunds will be issued within the legally required period. We may wait until the returned products have arrived or until you provide evidence that they were sent back.
Banks, credit-card providers and payment services may require additional time to display the refund in your account.
If more than 15 business days have passed since Viora confirmed your refund and you have not received it, contact:
Exchanges
We do not process direct exchanges.
The fastest way to receive another product is to return the original item. Once your return has been accepted, you can place a new order separately.
If you received a damaged or incorrect product, contact us before placing another order so that we can arrange an appropriate solution.
Order Cancellations
Contact us as quickly as possible when you want to cancel or change an order.
We cannot guarantee cancellation once an order has entered processing or has been handed to our fulfilment partner. Once dispatched, the normal return procedure applies.
Contact Information
For questions about returns or refunds, contact:
Viora Customer Support
Email: support@mobalcare.com
Business Information
Nourisha Limited
46 Grayswood Drive
city:- Bradford
post code:- Bd4 9es
United Kingdom