Returns
Let’s get to the practical stuff… the kind of things we file under boring-but-useful.
DELIVERY
Australia is a big place. You shouldn’t be surprised to hear that delivery times and charges depend on where you want us to deliver to, the value of your order, and the type of delivery you need. We’ll be shipping your order from Acacia Ridge, Brisbane, Australia.
We do our best to get your product to you for the lowest shipping cost. We have at least 7 trustworthy carriers on our books and we always quote the cheapest available shipping cost because we know you don’t want to pay any more than you have to.
We include a shipping calculator for all Australian destinations on every product page so you can check a rate before checkout. International customers have to enter the checkout to obtain shipping quotes.
GUARANTEE
We’re nice people. That’s why we offer all customers who’ve bought products from VMN a 21 day satisfaction guarantee. That means you can return products bought from us within 21 days and, as long as they’re in the same condition you received them in, you’ll get a refund or exchange. All you need is a valid receipt or your delivery note. There are the odd exceptions (aren’t there always?), but they’re covered on the rest of this page.
Outside of this satisfaction guarantee period, we reserve the right to apply a return fee of 20% if any refund is approved.
NO QUIBBLE RETURN
To be eligible for a No Quibble Return, your item must be returned unused and in the same condition that you received it in (including being in its original packaging).
We said in our guarantee that we’re nice people, and that’s true, but we do keep an eye on returns. If customers are found to be abusing the generosity of our guarantee, we reserve the right to refuse further returns from them. Fair’s fair. Remember, at law, a change of mind is not a valid reason for a refund.
This does not affect your Statutory Rights.
NON-RETURNABLE ITEMS
We don’t offer returns on the items below. They’re the kind of things you’d probably expect…
- Any item not in its original condition or packaging, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
- Custom made or colour coded items
Don’t forget, we’ll need a receipt or proof of purchase to complete your return.
RETURNS SHIPPING
To return your product, please email us with proof of purchase and we will send you a return shipping label. Ship it to the address on the returns label. You’ll be responsible for paying for the shipping costs for returning items, and they’re non-refundable.
If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over $50, you might want to consider obtaining shipping insurance. We don’t guarantee your returned item in transit.
REFUNDS
Once we receive your return, we’ll inspect it and send you an email to say we’ve received it. We’ll also let you know if your refund has been approved (or not). If it’s approved, we’ll process your refund and a credit will automatically be applied to your credit card or original payment method within 14 days.
If an item is being returned because of our stuff up, we will provide a full refund and cover the return shipping costs, or credit the value towards an alternative item.
LATE OR MISSING REFUNDS
If you’re expecting a refund and haven’t received it, please double-check your bank account. It seems obvious, but people often forget! If it’s not there, contact your credit card company and/or bank as it may take some time before your refund is officially posted.
If you’ve done all of that and still haven’t received your refund, give us a nudge at sales@vmn.com.au and we’ll work out where the gremlins are.