Return and refund policy
Returns
Are you not satisfied with your order? We’re very sorry to hear that, so please let us know how we can make it right.
You can return your product within 14 days, and we’ll ensure that the purchase amount is refunded to your account within 7 business days.
Easy returns in 3 steps!
Step 1: Fill out the return form. (Request via email)
Step 2: Send your order. Send the items along with the completed return form to the address provided on the return form. Make sure to send the package with a track-and-trace number. As the sender, you are responsible, and we want to avoid any misunderstandings.
Step 3: After receiving proof of shipment or the items themselves, your refund will be processed within 7 business days.
Disclaimer: Our money-back-guarantee applies only when a product was damaged in transit or delivered incomplete. Skin tight clothing, underwear, eye glasses , opened cosmetics/creams/oils cannot be returned due to hygienic reasons.
Further, customer results may vary. We do not guarantee that the customer gets the same results as described in our landing page, since this varies from person to person. Only consume our products as intended on the packaging.
Order Cancellations
Credit Card Payments (Amex, Visa, Mastercard): Orders placed with a credit card cannot be cancelled once confirmed. This includes any additional upsell items purchased. If you wish to request a cancellation, you must contact us within 1 hour of placing your order. After this timeframe, your order will already be processed and shipped, and we cannot reverse it.
PayPal Payments: If you paid with PayPal, order and upsell cancellations are possible, but you must email us with your reason order to request the cancellation.
Failed Delivery, Uncollected Packages, Missing Information
Customers must ensure that all shipping details (address, postcode, and contact information) are complete and accurate.
If delivery fails due to incorrect information, non-collection, refusal to receive the order or lack of response to courier or customer service emails, VitalAussies is not liable for undelivered or returned parcels.
Parcels must be received or collected within the time period specified by the carrier (typically 7 days for Australia Post, DHL, SUNYOU or other delivery partners). Failure to collect a parcel, unavailability during delivery attempts, or non-response to courier notifications is considered failure to participate in the delivery process
Under the Australian Consumer Law (ACL), once goods have been dispatched and made available for delivery or collection, VitalAussies has fulfilled its delivery obligation.
Customers are expected to collect or receive their parcel within the courier’s deadline (generally 7 days).
Uncollected parcels are not considered valid returns unless the customer has formally requested a cancellation within 14 days of receipt.
Any parcels returned due to incorrect or missing information may incur return handling and reshipment fees.
If a customer fails to respond to contact attempts and later files a chargeback, VitalAussies will provide proof of dispatch, courier logs, and all prior communication to demonstrate that the order was processed and delivered in line with the ACL and the Competition and Consumer Act 2010.