Returns & Refunds Policy

At Vartiss Store, we aim to keep our returns and refunds process simple, fair and easy to understand. This policy operates alongside your rights under the Australian Consumer Law (ACL).

1. Order Cancellation

You may request cancellation of your order at any time before it has been dispatched.

If you need to change or cancel an order, please contact us as soon as possible so we can check its status.

Once an order has been dispatched, it generally cannot be cancelled for change-of-mind reasons. However, an approved change-of-mind return may be available under the conditions outlined below.

This does not affect any cancellation, refund or other rights you may have under the Australian Consumer Law.

2. Delivery Timeframes and Orders Not Received

We offer delivery to eligible locations across Australia, subject to the following conditions:

• Free delivery: Available to eligible Australian capital cities, excluding Darwin.
• Regional and remote delivery: A $30 flat delivery fee applies to eligible regional and remote locations within our delivery network.
• Northern Territory (NT): We do not currently deliver to Darwin, Alice Springs or any other location within the Northern Territory.

Some other remote locations may also be excluded due to carrier availability or delivery restrictions.

Delivery timeframes shown on our website are estimates and vary depending on the product, delivery location and carrier.

In-stock orders are generally dispatched within 1–3 business days after payment has been received.

In rare circumstances, such as peak periods, severe weather or carrier disruptions, delivery may take up to 25 business days after dispatch.

If your order has not arrived within the expected timeframe, please contact us. We will investigate the delivery with the carrier and keep you informed.

If an item is confirmed lost in transit or cannot be delivered, we will arrange an appropriate remedy, including a replacement or refund as required under Australian Consumer Law.

Our estimated delivery timeframes do not limit your statutory consumer rights.

For more information, please refer to our Shipping & Delivery Policy.

3. Faulty, Damaged, Missing Parts or Incorrect Items

If your item arrives faulty or damaged, has missing parts, or you receive an incorrect item, please contact us so we can investigate and arrange an appropriate solution.

Depending on the circumstances and your rights under Australian Consumer Law, remedies may include:

• Replacement parts, where appropriate
• Repair, where suitable
• Replacement of the product
• Full or partial refund, where appropriate

Major failures: If a product has a major failure under Australian Consumer Law, you are generally entitled to choose between a refund and replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage.

Minor failures: Where a problem is minor and can be remedied, we may arrange an appropriate repair within a reasonable time. If the problem cannot be remedied within a reasonable time, you may become entitled to a refund or replacement.

Please contact us within a reasonable time after discovering an issue and provide:

• Your order number or other proof of purchase
• A brief description of the issue
• Photographs, where possible and relevant

Photographs can help us assess the issue more efficiently but are not a mandatory condition for exercising your statutory consumer rights.

For visible transit damage or an incorrect item, contacting us promptly after delivery can help us investigate the matter with our supplier or carrier.

Your statutory rights are not limited to a fixed number of days after delivery.

4. Change-of-Mind Returns

If you change your mind about a purchase, Vartiss Store may approve a return at its discretion, provided you contact us within 14 days of delivery and the return meets the conditions outlined below.

Change-of-mind returns are voluntary and separate from your rights under Australian Consumer Law.

For an approved change-of-mind return:

• You must contact Vartiss Store within 14 days of delivery.
• The item must be unused and unassembled.
• The item must be in its original packaging.
• The item must be in a condition suitable for resale.
• Return delivery costs are the customer’s responsibility.
• Any original delivery charges paid are generally non-refundable.
• A 10% restocking fee applies to approved change-of-mind returns.
• The item must be returned according to the instructions provided by Vartiss Store.

We generally do not accept change-of-mind returns for products that have been used, assembled, damaged after delivery or are no longer in their original condition.

Important: The 14-day period, original packaging requirements, restocking fee and other change-of-mind conditions apply only to discretionary change-of-mind returns.

These conditions do not apply where a customer is entitled to a remedy under Australian Consumer Law for a faulty, unsafe, incorrectly supplied, misdescribed or otherwise non-compliant product.

5. Return Delivery Costs

Approved change-of-mind returns: The customer is responsible for arranging and paying for return delivery to the return location provided by Vartiss Store, unless otherwise agreed.

Faulty or non-compliant products: Where a product fails to meet the consumer guarantees under Australian Consumer Law, we will arrange or reimburse reasonable return costs as required by law.

For products that can be posted or easily returned, customers may be asked to arrange the return. If a problem covered by consumer guarantees is confirmed, reasonable return costs will be reimbursed where required by law.

For large, heavy or difficult-to-transport faulty products, we will arrange collection or cover reasonable transport costs where required under Australian Consumer Law.

We recommend contacting us before arranging a return so that we can provide the correct return instructions and location.

6. Refunds

If a refund is approved, it will generally be returned to the original payment method used for the purchase, unless another method is agreed upon.

Change-of-mind refunds: For an approved change-of-mind return, the refund will generally be processed after the returned item has been received and its condition has been checked.

Where applicable, the 10% restocking fee and any non-refundable original delivery charges will be deducted from the change-of-mind refund.

Refunds under Australian Consumer Law: Where a customer is entitled to a refund under Australian Consumer Law, the refund will be provided in accordance with their statutory rights and without deductions for change-of-mind restocking fees.

We aim to process approved refunds promptly and without unreasonable delay.

Once we have processed a refund, the time taken for funds to appear in your account will depend on your bank or payment provider and may take up to 14 days.

7. Australian Consumer Law – Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If a product has a major problem, you are generally entitled to choose between a refund and replacement in accordance with Australian Consumer Law.

Consumer guarantees may apply where, for example, a product:

• Is faulty or defective
• Is unsafe
• Is not of acceptable quality
• Does not match its description or sample
• Is not fit for its normal purpose or an agreed purpose
• Does not perform as reasonably expected

Your consumer guarantee rights apply independently of any manufacturer warranty, supplier warranty or additional product guarantee offered by Vartiss Store.

These rights are separate from our voluntary change-of-mind returns policy.

Nothing in this Returns & Refunds Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

8. Before Returning an Item

We recommend contacting Vartiss Store before sending an item back so we can provide the appropriate return instructions and, where applicable, the correct return address or label.

Our products may be dispatched from different warehouses or fulfilment locations, and returns may need to be directed to a specific facility.

Please do not return an item to our Bentleigh business address unless we have specifically instructed you to do so.

Contacting us first helps prevent parcels from being delayed, lost or sent to the wrong location.

This recommended procedure does not restrict your rights under Australian Consumer Law.

9. Contact Us

If you have a question about a return, refund, damaged item or an existing order, please contact us:

Vartiss Store
Business address: Unit 2/21 Fairbank Rd, Bentleigh VIC 3204
ABN: 48 357 609 527
Phone: 0423 184 010
Email: support@vartiss-store.com.au

We aim to handle all return and refund enquiries fairly, promptly and in accordance with Australian Consumer Law.