Refund policy

Returns & Refunds Policy

We want you to be happy with your purchase. If something is not right, you can return it to us within 60 days of delivery under the terms below. Nothing in this policy limits your rights under the Australian Consumer Law.

Return window

Returns are accepted within 60 days of the delivery date.
Items returned after 60 days may, at our discretion, be accepted for a partial refund or store credit.

Condition of returned items

Items must be unused and in the same condition that you received them, with any original packaging where applicable.
We may ask for photos or a short video to assess a claim before the item is sent back.
Please do not send your purchase back to the manufacturer.

Change-of-mind returns

If you change your mind, you may return the item within the return window.
You are responsible for the cost of return postage.
The postage paid on your original order is not refunded. The refund covers the price of the returned item(s) only.
We recommend a tracked postal service. Items lost in transit without tracking may not be refunded.

Faulty, damaged or incorrect items

If an item arrives faulty or damaged, or is not what you ordered, please contact us within 60 days of delivery at vanioqq@gmail.com with your order number and a photo.
We will offer a replacement where one is available, or a full refund including the original postage.
Return postage is at our expense. We reimburse the return postage once the item is received, on proof of postage (a receipt, or a photo of the stamps used).

Exchanges

We replace items only if they are defective or damaged. To exchange an item for the same item, email vanioqq@gmail.com.
The time it takes for a replacement to reach you depends on where you live.

Refunds

Once your return is received and inspected, we will email you to confirm that it has arrived and whether your refund has been approved.
Approved refunds are processed within 4 business days and credited to your original method of payment.
If a refund has not appeared after that time, please check your bank or card account again, then contact your card provider or bank, as posting times vary. If you still cannot locate it, contact us at vanioqq@gmail.com.