Refund policy

At Life of Viral, we’re committed to delivering premium sneakers with precision and care. Our refund and return policy is limited to exchanges for incorrect sizes or defects only, as outlined below. By purchasing from us, you agree to these terms, so please review them carefully before ordering.

Eligibility for Returns

  1. Incorrect Size: Returns are permitted only if the size does not fit as intended and you want to exchange for a different size or if the item is defective. 

  2. Time Limit: You must report the size or defect within 14 days of delivery, based on the tracking information from our designated carrier.

  3. Condition: Items must be returned unused, unworn, and in their original condition, with all tags, labels, and packaging intact and undamaged. Any sign of wear, dirt, odour, or alteration voids eligibility for an exchange.

  4. Proof of Purchase: A valid receipt or order confirmation number is required. We do not process exchanges without this documentation, and lost receipts are the customer’s responsibility.

  5. Non-Returnable Items: The following are final sale and ineligible for exchange unless the sneaker is defective:

    • Limited-edition or collaboration sneakers

    • Sale or discounted items

    • Custom or personalized orders

    • Gift cards or accessories (e.g., laces, cleaning kits)

Exchange Process

  1. Initiation: Contact our support team at support@lifeofviral.com within 14 days to report the incorrect size and request an Exchange Authorization (EA) number. 

  2. Shipping: Customers must use the nominated shipping company to initiate an exchange. Life of Viral is not liable for items lost or damaged in transit. Once received and approved, we will ship the new size at no additional shipping cost, subject to availability.

  3. Inspection: Returned items will be inspected upon receipt. We reserve the right to refuse an exchange if the condition standards are not met, at our sole discretion. Rejected items will be returned to the customer or disposed of if unclaimed within 30 days.

  4. Availability: Exchanges are limited to the same style and colour in a different size, pending stock availability. If the correct size is unavailable, we will issue a store credit for the item’s original purchase price (excluding shipping fees, taxes, or duties). No cash refunds will be provided.

No Refunds

  • We do not offer cash refunds or credits for any reason. The only remedy for an incorrect size is an exchange or, if unavailable, a store credit as described above.

Additional Terms

  • Policy Changes: Life of Viral may update this policy at any time without prior notice. The policy in effect at the time of purchase applies.

  • Fraud Prevention: We reserve the right to deny exchanges if we suspect fraud, abuse, or resale intent, including purchases made with bots or automated systems. A restocking fee of 20% of the item’s value may be applied in such cases.

  • Jurisdiction: Disputes related to this policy are governed by the laws of Australia and customers agree to resolve issues exclusively through arbitration at our chosen venue.