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
CHANGE OF MIND RETURNS
If you have changed your mind, we may offer you a refund provided that:
the return is made within 30 days of purchase
you can provide proof of purchase
the item is unused and in original and saleable condition
the item is not subject to the exclusions listed below
EXCLUDED CHANGE OF MIND RETURNS
Refunds for change of mind will not be provided on the following items unless the product fail to meet a consumer guarantee:
custom made, monogrammed and personalised products
Big & Bulky items (see below)
PROOF OF PURCHASE
Refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:
- Original receipt tax invoice (electronic or photograph will be accepted)
- Online Tax Invoice (order confirmations will not be accepted)
- Packing slip included in online purchase
- Credit Card statement
DAMAGED OR FAULTY RETURNS
We will accept item returns and provide you with a replacement, refund or repair where the item:
is faulty or is not of acceptable quality; or
not fit for its intended purpose; or
does not match its sample or description.
Where an item is damaged through misuse, neglect or abnormal use, we will not provide a replacement, refund or repair
RETURNING ITEMS PURCHASED ON SITE
Items purchased onsite can be returned directly to the site
RETURNING ITEMS PURCHASED ONLINE
Items purchased online can be returned onsite or lodged through Australia Post (see below)
Change of mind returns must be paid for by the customer
Where an item is damaged or faulty, VMCH Online Shop will pay for postage (excludes Big & Bulky items)
PURCHASING AND RETURNING BIG & BULKY ITEMS
A Big & Bulky item means an item that either has a maximum weight of 22kgs, maximum dimension of 113cm or maximum size of 0.25m3.
Please note a Manual Handling Fee of $12.65 will apply for delivery of all parcels with a dimension between 101cm and 113cm
Big & Bulky items can be ordered online or onsite but must be picked up on site.
While Big & Bulky items are not eligible for change of mind returns policy, if your item is damaged or faulty and eligible for return you may deliver it directly back to the site
RETURN WITH AUSTRALIA POST
To return with Australia Post, make sure the item:
- meets our Returns Policy requirements
- is no heavier than 22kgs, no larger than 113cms and no bigger than 0.25m3
RETURN TENDER
Wherever possible we will provide any refund you are eligible for back to the original method of payment.