Refund policy
At VESOO, we want you to feel confident when shopping with us. We take care in preparing and delivering our products and are committed to providing a positive customer experience.
Please read our Refund & Return Policy before placing an order.
1. Returns and Change of Mind
Due to the nature of our wellness supplements and for hygiene and product safety reasons, we generally do not accept change-of-mind returns for products that have been opened, used, or had their original safety seals removed.
For unopened, unused products in their original packaging, please contact our customer support team within 30 days of receiving your order to request a change-of-mind return.
Change-of-mind returns are subject to our approval and the product being returned in a resalable condition. Return shipping costs are generally the customer's responsibility.
This change-of-mind policy does not limit your rights under Australian Consumer Law.
2. Damaged, Faulty or Incorrect Products
If your VESOO order arrives damaged, defective, incorrect or otherwise fails to meet applicable consumer guarantees, please contact us as soon as reasonably possible.
To help us assess the issue, please provide:
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Your order number
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A description of the issue
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Clear photographs of the product and packaging, where relevant
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Any other information that may help us investigate
We will review your enquiry and provide an appropriate remedy in accordance with Australian Consumer Law.
3. Australian Consumer Law
Our products come with guarantees that cannot be excluded under 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies your statutory consumer rights.
4. Refund Eligibility
Refunds may be available where:
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A product is faulty, damaged or not of acceptable quality.
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An incorrect product has been supplied.
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A product does not match its description.
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An order has not been fulfilled and a refund is required under applicable law.
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An eligible change-of-mind return has been approved.
Refund eligibility will be assessed based on the circumstances and your rights under applicable Australian law.
5. Return Instructions
Before sending any products back, please contact our customer support team through our Contact Us page.
If a physical return is required, we will provide the appropriate return address and instructions.
Please do not send products to an address without receiving confirmation from our support team.
Where a product fails to meet a consumer guarantee, return or collection costs will be handled in accordance with Australian Consumer Law.
6. Refund Processing
Once your refund has been approved, it will be processed and issued to your original payment method within 30 days, subject to applicable legal requirements.
The exact time for the funds to appear in your account may vary depending on your payment provider or financial institution.
Where Australian Consumer Law requires a remedy sooner, those requirements take precedence.
7. Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
We will do our best to accommodate cancellation requests before an order has been processed or dispatched.
Once an order has been dispatched, cancellation may no longer be possible. Your rights under Australian Consumer Law remain unaffected.
8. Contact Us
If you have any questions about returns, refunds or your order, please contact VESOO through our Contact Us page.
Email: support@vesoohealth.com