Refunds & Returns Policy

We’re an Australian business and we aim to keep things simple, fair and in plain language. This policy sits alongside your rights under the Australian Consumer Law (ACL).

Order cancellation

You can request a cancellation any time before your order is dispatched. If you need to change or cancel an order, please contact us as soon as possible. Once an order has been dispatched, it can’t be cancelled.

Delivery timeframes and “not received” orders

We dispatch from Melbourne and our delivery pricing is clear:

• Free delivery to all Australian capital cities

• Regional and remote towns: $30 flat rate delivery

Delivery timeframes shown on our website are estimates. Our maximum timeframe is:

• Up to 25 business days for delivery after dispatch (in rare cases such as peak periods or carrier delays)

• Plus our usual 2–5 business day processing time before dispatch

If your order hasn’t arrived within these timeframes, please contact us. We will investigate with the carrier and keep you updated. If the item is confirmed lost in transit (or cannot be delivered), we will offer a replacement or a refund.

Faulty, damaged, missing parts, or wrong item

If your item arrives faulty, damaged, missing parts, or you receive the wrong item, please contact us and we’ll make it right. Depending on the issue, we will offer one of the following:

• Replacement parts (where suitable)

• Replacement item

• Repair (where available)

• Refund (full or partial, depending on the situation)

Please contact us within a reasonable time after delivery and include your order number, a short description of the issue, and photos where possible (especially for damage).

Change of mind returns

If you change your mind, we may be able to accept a return at our discretion. Change of mind returns are not guaranteed.

If a change of mind return is approved:

• The item must be unused, unassembled, in original packaging, and in resaleable condition

• Return postage/shipping costs are the customer’s responsibility

• Any delivery fees paid (if applicable) are not refundable

We do not accept change of mind returns for items that have been used, assembled, or are not in their original condition, unless required under ACL.

Return postage costs

• If the item is faulty, damaged, incorrect, missing parts due to an error, or confirmed lost in transit: we will cover reasonable return postage costs or provide a return label where available.

• If the return is approved due to change of mind: return postage is at the customer’s expense.

How refunds are processed

If a refund is approved, it will be processed back to your original payment method. Please allow up to 14 days for the refund to appear, depending on your bank/payment provider.

Australian Consumer Law (ACL) – 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This means if your product is faulty, not as described, unsafe, or doesn’t do what it’s meant to do, you have rights under ACL. These rights apply regardless of any manufacturer warranty and are separate to any change of mind returns.

Before sending anything back

Please do not send your purchase back to us unless we authorise the return. We’ll confirm the correct return process to avoid parcels being delayed or rejected.

Contact

Phone: 0423 184 010
Email: support@vartiss-store.com.au
Address: Unit 2/21 Fairbank Rd, Bentleigh VIC 3204