Return and Refund Policy
Summary
| Return window | 30 days from the date your order arrives |
| Return shipping cost | Customer's responsibility (unless item is damaged or incorrect) |
| Refund processed | Within 7 business days of receiving your return |
| Refund method | Back to the original payment method |
| Exchanges | Available |
| Damaged items | We will pay for return shipping, and offer a free replacement or full refund |
Return Eligibility
We want you to be satisfied with what you ordered. If something isn't quite right, you have 30 days from the date your order arrives to send it back. After that window closes, we're unable to accept the return.
To qualify, items need to be unused, food-safe (never washed or cooked with), and returned in their original box or packaging with all inserts, manuals, and accessories included.
How to Start a Return
- Send an email to support@viskana.com including your order number and the reason for the return
- Our team will get back to you within 24 hours with next steps
- Repack the item carefully, using the original packaging where possible
- Send it to the return address listed below
Dephna House
7 Coronation Road
Launchese
London
NW10 7PQ
United Kingdom
- Once it arrives, we'll process your refund or exchange within 7 business days
Return Shipping Costs
In most cases, return shipping is covered by the customer.
The exception is if the error is on us — if your item arrived damaged, defective, or wasn't what you ordered, we'll cover the return shipping costs.
Arrived Damaged or Not Working?
We partner with carriers who we trust to handle your packages with care, sometimes kitchenware can take a hit in shipping — if that happens, let us know within 30 days of delivery at support@viskana.com with your order number and a photo of the damage.
We'll cover return shipping and send a free replacement or issue a full refund, whichever you prefer.
Wrong Item or Missing Pieces?
Sets and bundles occasionally ship with a missing piece or mixed-up item. If that's happened to you, email support@viskana.com right away and we'll sort it out at no cost to you, shipping included.
Cancelling an Order
Changed your mind? You can cancel free of charge within 12 hours of placing your order.
Once an order has shipped, it falls under our normal return process instead.
Returning Only Part of an Order
If you're only returning some items from a multi-item order, the original shipping fee won't be refunded — unless the return is happening because of an error on our end.
Items We Can't Accept Back
We're unable to accept returns on items that have been used, washed, or cooked with; items missing their original packaging or accessories; and anything sent back after the 30-day window has closed.
Refund Timing
Once your returned item reaches us, we'll inspect it and, if it checks out, issue your refund within 7 business days. You'll get a confirmation email as soon as it's processed.
Refunds go back to whatever payment method you originally used. Depending on your bank, it may take a few extra days to actually show up in your account.
Late Refunds
If more than 7 business days have passed with no sign of your refund, start by checking with your bank or card provider — timing can vary on their end. Still no luck? Email us at support@viskana.com and we'll look into it.
Exchanges
Exchanges depend on what's currently in stock. To request one, email support@viskana.com with your order number and the item you'd like instead. If there's a price difference, we'll either collect the extra amount or refund the difference.
Your Legal Rights
Nothing in this policy limits any protections you're entitled to under the consumer laws of the United States.
Contact Us
If you have a question, need help with an order, or just want to say hi, we are an email away!
Email: support@viskana.com
Customer Support Hours:
Monday through Friday, 8:00 AM – 6:00 PM EST
We operate during standard US business hours and aim to respond to all inquiries within 24 hours.
Company Details
ECOMMERCE CMPNY LTD
Dephna House
7 Coronation Road
Launchese
London
NW10 7PQ
United Kingdom
Company registration number: 14737277