Returns, Refunds & Cancellations Policy

Last updated: 30 August 2026

At Vantrex Labs, we aim to provide accurate product information, careful order fulfilment and responsive customer support.

This policy explains how returns, refunds, replacements and order cancellations are handled for purchases made through vantrexlabs.com.au.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law (ACL).

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Where goods have a major failure, you may be entitled to choose a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage.

Where a problem is not a major failure, we may be entitled to provide an appropriate remedy within a reasonable period.

Your statutory consumer rights apply independently of any additional Vantrex Labs policy or voluntary warranty. ACCC

2. Change-of-Mind Returns

Vantrex Labs does not generally offer returns, exchanges or refunds where you simply change your mind, including where you:

• no longer want the product
• ordered the wrong item or quantity
• found the product cheaper elsewhere
• no longer have a use for the product

Australian Consumer Law does not generally require businesses to provide a remedy solely because a customer changes their mind. ACCC

This does not affect your rights where a product is faulty, damaged, incorrectly supplied, materially different from its description, or otherwise fails to meet an applicable consumer guarantee.

3. Faulty, Damaged or Incorrect Products

Please contact us promptly if:

• an item arrives damaged
• you receive the wrong item
• an item is defective
• an item is materially different from what was ordered
• there is another significant problem with the goods supplied

Please provide, where reasonably available:

• your order number
• a description of the issue
• clear photographs of the product
• photographs of the packaging where relevant
• any other information reasonably required to assess the issue

We may assess the product before determining the appropriate remedy, as permitted by law. ACCC

4. Major Problems

A product may have a major problem where, for example:

• a reasonable consumer would not have purchased it had they known about the problem
• it is substantially unfit for its normal purpose and cannot easily be made fit
• it is substantially unfit for a purpose made known before purchase and cannot easily be made fit
• it is significantly different from its description, sample or demonstration model
• it is unsafe

Where the Australian Consumer Law gives you the right to choose the remedy for a major failure, you may be entitled to choose between a refund or replacement. ACCC

5. Minor Problems

Where a product problem is minor, Vantrex Labs may be entitled to choose an appropriate remedy, such as repair or replacement, within a reasonable time.

If a minor problem cannot be remedied within a reasonable time, additional rights may arise under the Australian Consumer Law.

6. Items Damaged After Delivery

Consumer guarantees may not apply where a problem was caused by:

• misuse
• improper handling
• accidental damage after delivery
• use contrary to product instructions
• unreasonable or unintended use
• improper storage after delivery
• modification or alteration of the product

This does not affect rights relating to problems that existed at the time the product was supplied or otherwise arise under applicable law. ACCC

7. Product Condition and Assessment

Where reasonably necessary, we may ask you to retain and return an affected product so that the issue can be assessed.

For a consumer-guarantee claim, a product does not necessarily need to be in its original packaging. Proof of purchase may, however, reasonably be requested. ACCC

Please do not dispose of an allegedly faulty, damaged or incorrectly supplied item unless we have advised you that it is no longer required.

8. Proof of Purchase

We may request reasonable proof of purchase before processing a return, refund or replacement.

Acceptable proof may include:

• your Vantrex Labs order number
• order confirmation email
• receipt
• other reasonable evidence that the item was purchased from Vantrex Labs

9. Return Shipping Costs

Where a product is confirmed to have a problem for which Vantrex Labs is responsible under the Australian Consumer Law, reasonable return postage costs will be handled in accordance with our legal obligations.

The ACCC states that where a business confirms a product has a problem, reasonable return costs already paid by the consumer must generally be reimbursed. ACCC

For any return accepted solely as a discretionary change-of-mind return, the customer may be responsible for applicable return postage and other reasonable costs, unless we agree otherwise.

10. Refund Method

Approved refunds will generally be returned to the original payment method used for the purchase where reasonably possible.

Processing times after a refund is issued may vary depending on your bank, card issuer or payment provider.

Vantrex Labs does not control the processing time of third-party financial institutions after a refund has been submitted.

11. Partial Refunds

Where appropriate and permitted by law, a partial refund may be offered in circumstances where only part of an order is affected.

Nothing in this section limits a consumer's right to a different remedy where required by the Australian Consumer Law.

12. Sale and Promotional Items

Consumer guarantees apply to goods purchased on sale or promotion in the same way they apply to other goods, except where a specific defect was clearly disclosed before purchase and is the basis of the claim.

We will not refuse a valid consumer-guarantee claim merely because an item was discounted or purchased during a promotion. ACCC

13. Order Cancellations Before Dispatch

If you need to cancel an order, contact us as soon as possible at:

support@vantrexlabs.com.au

We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or dispatched.

However, cancellation is not guaranteed once fulfilment has commenced.

14. Orders Already Dispatched

Once an order has been dispatched, we may be unable to cancel or redirect it.

A request to return an order after dispatch will be assessed under this Returns, Refunds & Cancellations Policy and applicable law.

15. Delayed or Backordered Products

Where a product is described as available to order with an estimated lead time, including approximately 2–3 weeks, that estimated timeframe forms part of the information provided at purchase.

If a material delay occurs beyond the expected timeframe, please contact us.

Depending on the circumstances and applicable law, available options may include continued fulfilment, modification of the order, cancellation or refund.

16. Incorrect Orders Submitted by the Customer

Customers are responsible for reviewing their cart and order details before submitting payment.

Where you accidentally order:

• the wrong product
• the wrong strength or variant
• the wrong quantity
• duplicate items

contact us immediately.

We may be able to modify or cancel the order if fulfilment has not commenced, but we cannot guarantee changes after processing has begun.

17. Refunds for Shipping Charges

Where a refund arises because of a failure for which Vantrex Labs is responsible, shipping charges will be addressed in accordance with applicable consumer law.

Original shipping charges are not automatically refundable for discretionary change-of-mind matters.

18. Refused or Uncollected Deliveries

A refund may not automatically be provided merely because a customer:

• refuses delivery
• fails to collect a parcel
• provides an incorrect delivery address
• allows a parcel to be returned to sender

Any such matter will be assessed having regard to the circumstances, our Shipping Policy and applicable Australian law.

Reasonable shipping or redelivery costs may apply where permitted.

19. Suspected Fraud or Abuse

We reserve the right to investigate return, refund or cancellation requests where there are reasonable concerns regarding:

• fraudulent transactions
• repeated abusive return behaviour
• tampered products
• manipulated documentation
• false or misleading claims

This does not permit Vantrex Labs to refuse a legitimate remedy required by law.

20. How to Request Assistance

To request a return, refund, replacement or cancellation, contact:

Vantrex Labs
Email: support@vantrexlabs.com.au
Website: vantrexlabs.com.au

Please include:

• your order number
• the name used to place the order
• a clear description of the issue
• relevant photographs where appropriate

We will review your request and advise you of the next steps.

21. Changes to This Policy

We may update this policy from time to time to reflect changes to our operations, procedures or applicable law.

Changes to this policy do not remove any statutory rights that already apply to a purchase.