Our commitment

At Verdant Vault, we are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, we are here to help. This policy sets out your rights and our procedures for returning goods purchased within Australia.

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they are not of acceptable quality.

Change of mind returns

We understand that sometimes you may change your mind. To qualify for a change-of-mind return, the item must be:

•     Unused, unopened and in its original packaging

•     Returned within 7 days of delivery

•     Accompanied by proof of purchase, such as a receipt or order confirmation

For hygiene and food-safety reasons, opened items cannot be returned unless faulty. Return shipping costs for change-of-mind returns are the responsibility of the customer.

Faulty or damaged goods

If your item is faulty, damaged or not as described, please contact us as soon as possible.

•     Assessment: we may request photos or further details to assess the issue.

•     Resolution: depending on the circumstances, we will offer a repair, replacement or refund.

We cover return postage costs for faulty or damaged goods.

Cancelling an order

If you need to cancel an order, contact us at info@verdantvault.com.au as soon as possible. If your order has not yet been dispatched, we will cancel it and refund you in full. Once an order has shipped, please follow the change-of-mind return process above.

How to return an item

1.  Contact our customer service team at info@verdantvault.com.au to start a return.

2.  Provide your order number, proof of purchase and a brief description of the issue.

3.  We will guide you through the return process and provide a return address or shipping label where applicable.

4.  Once the returned item is received and inspected, we will notify you of the outcome.

Refunds

•     Approved refunds are processed to your original payment method within 14 business days.

•     Shipping fees are non-refundable except where the return is due to our error or a product fault.

Contact

Verdant Vault · info@verdantvault.com.au · 1300 778 779