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 can 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.

Once an order has been dispatched, it can no longer be cancelled. You may still have rights under the Australian Consumer Law, and an approved change-of-mind return may be available subject to the conditions below.

2. Delivery Timeframes and Orders Not Received

Our delivery pricing is simple and consistent:

• Free delivery to Australian capital cities
• A $30 flat delivery fee applies to regional and remote areas

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.

In rare circumstances, such as peak periods, severe weather, carrier disruptions or other circumstances outside our reasonable control, 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 updated.

If an item is confirmed lost in transit or cannot be delivered, we will arrange an appropriate replacement or refund.

For more information about delivery, 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 and we will work with you to resolve the issue.

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

• Replacement parts, where suitable
• Repair, where appropriate
• Replacement item
• Full or partial refund, where appropriate

Remedies will be provided in accordance with your rights under the Australian Consumer Law.

Please contact us within a reasonable time after discovering the issue and provide your order number, a brief description of the problem and photos or other relevant information where reasonably necessary to help us assess the issue.

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

4. Change-of-Mind Returns

If you change your mind about a purchase, we may accept a return subject to the conditions below. Change-of-mind returns are not guaranteed and are separate from your rights under the Australian Consumer Law.

If a change-of-mind return is approved:

• The item must be unused, unassembled, in its original packaging and in resaleable condition.
• Return delivery costs are the customer’s responsibility.
• Any delivery fees originally paid, where applicable, are not refundable.
• The item must be returned in accordance with the return instructions provided by Vartiss Store.

We 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, unless otherwise required by Australian Consumer Law.

This change-of-mind policy does not affect your rights where a product is faulty, damaged, unsafe, not as described or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

5. Return Delivery Costs

If an item is faulty, damaged, incorrect or otherwise covered by your rights under the Australian Consumer Law, we will cover reasonable return delivery costs or provide an appropriate return method where required by law.

For an approved change-of-mind return, return delivery costs are the customer’s responsibility.

Please contact us before arranging a return so that we can provide the correct instructions and return location.

6. Refunds

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

We will process approved refunds promptly. Once a refund has been processed by us, the time taken for the 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 the 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 entitled to choose a refund or replacement in accordance with the Australian Consumer Law.

Consumer guarantees may apply where, for example, a product is faulty, unsafe, not of acceptable quality, does not match its description or does not do what it is ordinarily expected to do.

Your rights under the Australian Consumer Law apply independently of any manufacturer’s, supplier’s or additional warranty and are separate from our change-of-mind 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

Please contact us before sending an item back.

We will provide the appropriate return instructions and, where applicable, the correct return address or return label. This helps prevent returned parcels from being delayed, lost or sent to the wrong location.

Please do not return an item to our Bentleigh business address unless we have specifically instructed you to do so, as some products may need to be returned to a different fulfilment or supplier location.

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