Returns & Cancellations

Not satisfied with your order?

We’d love to know how we can improve!

You may return your order within 14 days of receiving it, provided the item is unused, or alternatively send us a photo by email showing that the product is defective. We will review the photo and, in most cases, offer a suitable resolution without requiring a return. We guarantee that your refund will be processed within 5 business days after we receive the returned item or after our customer service team has verified the photo.

Important: Please note that cosmetic products and items with opened packaging cannot be returned for hygiene reasons. Sale and discounted items are also excluded from returns.

Returns by Post

You have up to 14 days after your order has been delivered to a parcel collection point near you to request an exchange (size/colour) or a refund.

Any portion of an order paid using Store Credit is not eligible for a cash refund.

CONTACT (WEBSITE EMAIL)

Please contact us first by email to obtain the correct return address. As we operate multiple distribution centres, we need to determine which facility is responsible for handling your return.

INCLUDE PROOF OF PURCHASE

Please pack the product securely in its original packaging and include your order number. Return shipping costs are the responsibility of the customer. We strongly recommend obtaining a tracking number from your shipping provider when sending a return. Once the parcel has been dispatched, please contact us at info@ausvitally.com if you would like a refund or exchange.

Note: Our headquarters are located overseas. Please be aware that returns must be sent to our supplier, who handles order fulfilment on our behalf.

SHIPPING YOUR RETURN

Please package the parcel in the same way it was received.

Take the parcel to your nearest parcel shop or post office and send it back.

As mentioned above, please contact us by email beforehand so we can provide you with the correct return address.

Once the product arrives at our warehouse, the exchange or refund will be processed as quickly as possible.

(Please ensure that you contact us by email before returning any item so that your return can be processed correctly.)

Cancellations

If you wish to cancel an order, please contact us immediately at info@ausvitally.com

If you cancel within 15 minutes of placing your order, we will provide a full refund. After that time, the items must be returned once they have been delivered to you.

Shipping Costs

Return shipping costs are the responsibility of the customer and are non-refundable. If you receive a refund, any original shipping costs may be deducted where those costs were not already paid by you.

The time required to complete an exchange will vary depending on your location. We strongly recommend using a tracked shipping service or purchasing shipping insurance.

Products such as underwear, lingerie, hosiery, hair care products, creams, and similar hygiene-related items are excluded from our return policy and cannot be returned or accepted.

Refused or Uncollected Parcels

For any parcels that are refused or not collected from a collection point, the associated costs will be deducted from the refund amount. We are a small business and are unable to absorb these expenses. In some cases, we may offer to resend the parcel for a small fee, which will vary depending on the circumstances.

If a customer no longer wishes to receive the order after refusing delivery or failing to collect the parcel, we can only refund 70% of the total amount paid and will retain 30% to cover costs already incurred, including product and shipping expenses. We appreciate your understanding.

Depending on the situation, additional administrative fees may apply. Any such fee will be AUD $8.50.