Refund Policy

Vanguard Grit Pty Ltd
Last updated: [INSERT DATE]

Vanguard Grit Pty Ltd (“Vanguard Grit”, “we”, “us”, “our”) complies with the Australian Consumer Law (ACL) and is committed to fair, transparent, and lawful returns and refunds.

1. Your Rights Under Australian Consumer Law

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.

2. What Is a Major Failure?

A product has a major failure if:

  • It is unsafe
  • It is significantly different from the description or sample
  • It does not do what it was reasonably expected to do, and cannot be easily fixed
  • A reasonable consumer would not have purchased it had they known about the issue

For major failures, you may choose a refund or replacement.

3. When We Offer Repairs, Replacements, or Refunds

3.1 Faulty or Defective Items

If your item is faulty, defective, or damaged in transit, we will assess the issue and provide:

  • A repair
  • A replacement
  • A refund

in line with ACL obligations.

3.2 Incorrect Items

If you receive the wrong item, we will:

  • Arrange return shipping at our cost, and
  • Provide a replacement or refund

4. What Is Not Covered Under ACL

We do not provide refunds or replacements for:

  • Change of mind
  • Incorrect sizing or compatibility where specifications were clearly stated
  • Normal wear and tear
  • Damage caused by misuse, modification, neglect, or improper care
  • Damage caused by failure to follow product instructions or warnings

These exclusions are permitted under the ACL.

5. Change-of-Mind Returns (Discretionary)

At our discretion, we may accept change-of-mind returns only if all of the following conditions are met:

  • The item is unused and unopened
  • The item is in original packaging with all tags, seals, and accessories intact
  • The return request is made within 14 days of delivery
  • Proof of purchase is provided

Change-of-mind returns:

  • Are not guaranteed
  • Are subject to inspection
  • May incur restocking and return shipping costs
  • Do not apply to clearance items, hygiene-sensitive items, or items marked “Final Sale”

6. Items That Cannot Be Returned

To reduce waste, contamination, and fraud, we do not accept returns for:

  • Used or worn items
  • Items damaged after delivery
  • Hygiene-sensitive products once opened
  • Clearance, discounted, or final-sale items
  • Customised or made-to-order products

These exclusions do not apply where ACL guarantees require otherwise.

7. Return Process

To request a return or refund:

  1. Contact us at [INSERT SUPPORT EMAIL] within the applicable timeframe
  2. Include your order number and a clear description of the issue
  3. Provide photos or evidence where requested

Unauthorised returns will not be accepted.

8. Inspection & Assessment

All returned items are inspected upon receipt.

We reserve the right to:

  • Reject returns that do not meet policy conditions
  • Decline refunds for items returned in used or unsaleable condition
  • Deduct reasonable costs where permitted under ACL

This process protects customers and reduces unnecessary waste.

9. Refund Timeframes

Approved refunds will be processed within 5–10 business days after assessment.

Refunds are issued to the original payment method where possible. Processing times may vary depending on your payment provider (e.g. PayPal, card issuer).

10. Shipping Costs

  • If the return is due to a fault or error on our part, we cover reasonable return shipping costs
  • For discretionary change-of-mind returns, shipping costs are the customer’s responsibility

11. Fraud Prevention & Fair Use

To protect our customers and operations, we monitor return activity.

We reserve the right to:

  • Decline returns that appear excessive or abusive
  • Restrict returns from accounts demonstrating repeated misuse
  • Require additional verification for high-risk claims

This does not affect your rights under the ACL.

12. Contact Us

For returns or refund enquiries, contact:

Email: [INSERT SUPPORT EMAIL]
Business Name: Vanguard Grit Pty Ltd
Jurisdiction: Australia

If a dispute cannot be resolved, you may contact your local consumer affairs authority or the ACCC.