VAULTELLE

Returns & Refunds Policy

Last updated: 11 August 2026

At Vaultelle, we want you to feel confident purchasing from us. We take pride in the quality of our products and want every order to arrive safely and as expected.

This policy explains our approach to returns, refunds, damaged products and change-of-mind purchases. Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law (ACL) that cannot lawfully be excluded, restricted or modified.

Due to the personal-use and topical nature of our skincare and body-care products, we are unable to accept change-of-mind returns on products that have been opened, used or had their protective seal removed.

1.1 When we may accept a change-of-mind return

We may accept a change-of-mind return where:

•     you contact us within 14 days of receiving your order;

•     the product is completely unopened and unused;

•     any protective seal remains intact;

•     the product is in its original packaging and in resalable condition; and

•     you provide proof of purchase.

1.2 Costs and approval

Approved change-of-mind returns must be returned at the customer's expense. Original shipping costs are not refundable for change-of-mind purchases. Once the returned product has been received and inspected, we will advise you whether your return has been approved.

This change-of-mind policy is offered in addition to your rights under the Australian Consumer Law and does not limit your rights if a product is faulty or otherwise fails to meet a consumer guarantee.

For hygiene, health and product integrity reasons, we do not accept returns of opened or used Vaultelle products simply because you have changed your mind, no longer want the product, dislike the fragrance or texture, or decide the product is not suitable for your personal preferences.

This does not affect any rights you may have under the Australian Consumer Law where a product is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.

Everyone's skin is different, and individual sensitivities or reactions to skincare ingredients can occur. We recommend reviewing the full ingredient list before use and performing a patch test before applying the product more broadly, particularly if you have sensitive skin or a history of reactions to cosmetic or body-care products. If irritation occurs, discontinue use.

An individual sensitivity or reaction does not automatically mean that a product is faulty. However, if you believe a reaction may have occurred because the product is defective, contaminated, unsafe, incorrectly labelled or otherwise does not meet a consumer guarantee, please contact us so we can assess the circumstances.

Nothing in this section limits your rights under the Australian Consumer Law.

If your Vaultelle product is faulty, defective, unsafe or otherwise fails to meet a consumer guarantee, you may be entitled to a remedy under the Australian Consumer Law. Depending on the circumstances and whether the problem is major or minor, this may include a repair, replacement, refund or another remedy available under Australian Consumer Law.

4.1 What to include when you contact us

Please contact us at vaultelleskincare@gmail.com with:

•     your full name;

•     order number;

•     a description of the problem;

•     photographs of the product and packaging where relevant; and

•     photographs showing any damage, leakage or defect where reasonably possible.

We may need to inspect or assess the product before determining the appropriate remedy.

We take care when preparing and packaging Vaultelle orders. If your order arrives damaged, broken or leaking, please contact us as soon as reasonably possible after delivery.

Where possible, please provide photographs of:

•     the outer shipping packaging;

•     the product packaging;

•     the damaged or leaking product; and

•     the shipping label.

Please do not dispose of the product or packaging before contacting us if it is safe to retain them, as we may require photographs or further information when investigating the damage.

Where the product is confirmed to have arrived damaged or otherwise fails to meet a consumer guarantee, we will provide the remedy required under Australian Consumer Law.

If we accidentally send you an incorrect product, please contact us at vaultelleskincare@gmail.com as soon as possible.

We will arrange an appropriate remedy, including replacement with the correct product where applicable, at no additional cost to you. Please do not open or use an incorrectly supplied product if you intend to return it, unless doing so was reasonably necessary to identify the issue.

Where a product has a major problem under the Australian Consumer Law, you may be entitled to choose between a replacement and a refund. A major problem may include circumstances where the product:

•     is unsafe;

•     is substantially different from its description;

•     has a problem that would have prevented a reasonable customer from purchasing it had they known about the problem; or

•     cannot be used for its normal or disclosed purpose and cannot easily be fixed within a reasonable time.

Other rights and remedies may also apply depending on the circumstances.

Where a product has a minor problem, Vaultelle may be entitled to provide an appropriate remedy in accordance with the Australian Consumer Law. If the issue cannot be remedied within a reasonable time, you may have additional rights under the Australian Consumer Law.

Where a refund is required under the Australian Consumer Law, we will provide the refund in accordance with our legal obligations.

•     Where possible, refunds will be returned to the original payment method used for the purchase, unless another method is agreed with you.

•     For approved voluntary change-of-mind returns, any refund will be processed after the returned product has been received and inspected.

•     We aim to process approved refunds within 5 business days of approval.

Please note that your bank or payment provider may take additional time to make the funds available in your account.

For approved change-of-mind returns, the customer is responsible for return postage. We recommend using a tracked shipping method, as Vaultelle cannot be responsible for change-of-mind returns that are lost before being received by us.

Where a product is confirmed to have a fault or problem covered by the Australian Consumer Law, Vaultelle Skincare will meet its obligations regarding reasonable return costs. Please retain any applicable postage receipts.

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

•     your order confirmation;

•     receipt or tax invoice;

•     order number; or

•     another reasonable record showing that the product was purchased from Vaultelle.

Products purchased during a sale or promotional period remain protected by the Australian Consumer Law. However, unless otherwise stated, change-of-mind returns on sale or promotional products will only be accepted if the product otherwise meets our change-of-mind return requirements. A discounted product is not automatically excluded from your rights if it is faulty.

Subject always to your rights under the Australian Consumer Law, Vaultelle may decline a voluntary return where:

•     the product has been opened or used;

•     the protective seal has been removed;

•     the product has been damaged after delivery;

•     the product has not been stored or used in accordance with its directions;

•     there is no fault with the product and the request relates solely to change of mind;

•     the customer dislikes the fragrance, feel or texture of the product;

•     the product was purchased from another retailer or unauthorised seller; or

•     reasonable proof of purchase cannot be provided.

These exclusions do not apply where doing so would unlawfully restrict a consumer's rights under the Australian Consumer Law.

If you wish to cancel your order, please contact us as soon as possible. If your order has not yet been processed or dispatched, we will make reasonable efforts to cancel it. Once an order has been dispatched, it may need to be handled in accordance with the returns provisions of this policy.

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

Vaultelle Skincare

Email: vaultelleskincare@gmail.com

Website: www.vaultelle.com.au

ABN: 53 465 115 261

Please include your order number and details of your request. Please do not return a product without contacting us first, as the return address may differ from the address shown on your original parcel.

Vaultelle goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Our products are expected to be of acceptable quality, match their description and be reasonably fit for the purposes for which products of that kind are commonly supplied.

Your rights under the Australian Consumer Law exist independently of the additional change-of-mind arrangements offered by Vaultelle.