Thank you for shopping at Vac City. We want you to be happy with your purchase and understand your rights when it comes to refunds, returns, exchanges, repairs, and replacements. This Refund Policy outlines how we handle these matters fairly and consistently. This policy applies to products and services purchased through our website, vac-city.com.au and in-store.
Australian Consumer Law
Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product you purchase is faulty, unsafe, not as described, or not fit for its intended purpose. Vac City fully complies with these consumer guarantees.
Change of Mind Returns
Vac City may consider returns for a change of mind at our discretion. If approved, the following conditions apply:
- The request must be made within 30 days of purchase
- The item must be unused, in original condition, and returned with all original packaging, accessories, manuals, and proof of purchase
- Items showing signs of use, damage, or missing packaging may not be accepted
Where a change-of-mind return is approved:
- A restocking fee may apply
- Shipping costs are non-refundable
- Refunds may be issued as store credit or to the original payment method, at Vac City’s discretion
Some items may not be eligible for change-of-mind returns due to hygiene, safety, or supplier restrictions.
Faulty, Damaged, or Incorrect Items
If you receive an item that is faulty, damaged, or incorrect, please contact Vac City as soon as possible with your order details and clear photos where applicable.
Depending on the issue, Vac City may offer:
- A repair
- A replacement
- A refund
If the issue is considered a major failure, you may choose between a refund and a replacement. If the issue is minor, Vac City may choose to repair the item within a reasonable timeframe.
How to Request a Refund or Return
To request a return or refund:
- Contact Vac City with your order number and reason for the request
- Follow the return instructions provided by our team
- Securely package the item for return
Returned items remain the customer’s responsibility until received by Vac City. We recommend using tracked postage.
Refund Processing Time
Once a returned item is received and inspected, approved refunds are typically processed within 7 to 14 business days. Refunds are issued to the original payment method unless otherwise agreed. Processing times may vary depending on your bank or payment provider.
Non-Returnable Items
The following items are generally not eligible for return unless faulty:
- Consumables once opened or used
- Hygiene-related products where the packaging has been opened
- Special-order or custom items
- Products damaged due to misuse, neglect, or improper installation
Repairs and Warranty Claims
Products covered by a manufacturer’s warranty may be repaired or replaced in line with the warranty terms. Proof of purchase is required for all warranty claims.
Contact Information
If you have any questions about this Refund Policy or need assistance with a return or refund, please contact:
Vac City
Address: 1/993 North Rd, Murrumbeena, Vic, 3163
Email: [email protected]
Phone: 03 9568 6005