Refund policy

1. OVERVIEW & CUSTOMER SATISFACTION

We want you to be satisfied with your purchase. If you experience any issues with your order, please contact us as soon as possible at info@theveganau.com so we can help resolve the matter.

2. AUSTRALIAN CONSUMER LAW (ACL)

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

You are entitled to a replacement or refund for a product with a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

3. RETURN CONDITIONS & ELIGIBILITY

3.1 Change of Mind Due to the nature of our products, including food and dietary supplements, we do not accept returns or provide refunds for a change of mind. This does not affect your rights under the Australian Consumer Law.

3.2 Faulty, Damaged, or Incorrect Products If your order arrives damaged, faulty, defective, or you receive the wrong item, please contact us within 30 days of receiving your order. We will assess your claim and, where appropriate, offer a replacement, repair, or refund in accordance with Australian Consumer Law.

3.3 Non-Returnable Items Unless required under Australian Consumer Law, we do not accept returns for:

• Food and dietary supplements due to change of mind.

• Opened food products, sample packs, or trial items (unless faulty or unsafe).

• Custom or personalised products.

• Gift cards.

• Sale items or promotional products due to change of mind.

Note: Your rights under Australian Consumer Law remain unaffected by these exclusions.

4. RETURN PROCESS & INSTRUCTIONS

4.1 Initiating a Return To start a return for a faulty, damaged, or incorrect item, please email info@theveganau.com and include the following:

• Your order number.

• A description of the issue.

• Photos of the product and packaging (where applicable).

4.2 Approval and Return Address Returns sent without first contacting us and receiving return instructions may not be accepted.

• Return instructions, including the appropriate return address, will be provided only after your return request has been reviewed and approved. * The product must be returned in the condition requested by our customer support team.

• Items should be securely packaged to prevent damage during transit. Damage caused by inadequate packaging may affect your eligibility for a refund.

5. RETURN SHIPPING COSTS

For approved returns, shipping costs are handled as follows:

• Faulty, Damaged, or Incorrect Items: We will cover reasonable return shipping costs.

• Other Approved Returns: The customer is responsible for return shipping costs.

6. REFUNDS & EXCHANGES

6.1 Processing Refunds Once your return has been received and inspected, we will notify you of the outcome. If your refund is approved:

• Refunds will be issued to your original payment method.

• Refunds are generally processed within 5–7 business days.

• Your bank or payment provider may require additional processing time before the funds appear in your account.

• If you have not received your refund after 15 business days from approval, please contact us at info@theveganau.com.

6.2 Exchanges We do not offer direct exchanges. If your return is approved and you would like a different product, please place a new order after your return has been processed.

7. PRODUCT DISCLAIMER

Our products are food supplements and are not intended to diagnose, treat, cure, or prevent any disease.

• Medical Advice: Individual results may vary. Our products should not be considered medical advice. Please consult your healthcare professional before using our products if you are pregnant, breastfeeding, have a medical condition, or are taking medication.

• Allergens: Our products may contain, or be manufactured in facilities that also process, allergens including soy, nuts, and gluten. Please read all product labels carefully before consumption.

 

Last updated: 2026