Refund policy
RETURN & REFUND POLICY — Vitomine PTY LTD
Effective: October 2025
1. Overview
We sell health supplements to consumers in Australia. Your rights under the Australian Consumer Law (ACL) are not limited by this policy — if a product is faulty, not fit for purpose or not as described you are entitled to a remedy (repair, replacement or refund).
2. Faulty, Damaged or Not-as-Described Goods (ACL remedies)
If your product is faulty, damaged in transit, or not as described, contact us immediately at hello@vitomine.com.au with your order number, photos and a short description. We will assess and provide a remedy consistent with ACL (repair, replacement or refund). We will cover reasonable return postage for faulty items where applicable. Returns are only accepted for new products and a request for a turn must be completed within 7 days of delivery for replacement.
3. Return Window.
Returns must be commenced within 7 days of delivery. Returns can only be accepted for new products damaged in Transit or products that are out of specification. A return label will be made available on request and is at no cost.
3. Change-of-mind (buyer remorse) returns — our policy
We may accept returns for change of mind only when: the product is returned **unopened, unused, in original sealed packaging**, and with proof of purchase. If we accept a change-of-mind return we will refund the product price **minus the original shipping cost**, unless otherwise stated. Return postage for change-of-mind returns is paid by the customer unless we state otherwise.
4. Opened / used consumables and hygiene-sensitive products
Because supplements are consumed and present hygiene/safety issues, we **do not accept returns for opened or used products** for change-of-mind. If an opened product is faulty, you still retain ACL rights and should contact us — we will assess and remedy where the guarantee applies.
5. How to lodge a return or claim (process)
1. Email: hello@vitomine.com.au with your order number, photos and reason for return.
2. We will issue an RMA/return authorisation and the return address when the return is approved. **Do not send goods back without approval** — unapproved returns may be refused.
3. We will inspect returned items and notify you of the outcome. If a refund is approved we will process it to the original payment method within **14 business days** of receiving the returned goods. (Card refunds may be affected by your card issuer's processing times.)
6. Shipping, transit damage & lost parcels
If your order arrives damaged or missing items, take photos of packaging and goods and contact us immediately. If a parcel is lost or damaged in transit we will work with the carrier and you to reach a remedy (replacement or refund) in line with ACL.
7. Sale items & promotional purchases
Items purchased on sale are still covered by ACL consumer guarantees. We will not misrepresent consumer rights or use “no refunds on sale items” to deny remedies for faulty or not-as-described goods.
8. Exchanges & replacements
If you want an exchange (same product) we will exchange where stock exists. If the requested replacement is unavailable we will offer a refund.
9. Product classification & regulatory note (supplements)
Some supplements may be regulated as complementary or therapeutic goods in Australia depending on ingredients, claims and presentation. If a product is a regulated therapeutic good there are additional legal requirements for labelling and supply — ensure your products and claims comply with TGA rules. If you are uncertain whether a product is a therapeutic good, seek advice or check TGA guidance.
10. Other important points & compliance
- ACL rights cannot be contracted away. We will not include misleading or unlawful terms in this policy.
- If you believe we have not complied with the ACL you can contact the ACCC or your state/territory consumer affairs agency for advice.
## Contact & returns address
**Email:** hello@vitomine.com.au