Return and Refund Policy
Document version: 2.0 · Effective date: 20 March 2026 · Seller: Musclezoivibrant · Address: 3/33 Maddox St, Alexandria NSW 2015, Australia · Returns email: managers@musclezoivibrant.world · Phone: +61 2 9550 1555 (Australian business hours)
This Return and Refund Policy (“Policy”) explains how you may return Vitaessor goods purchased from us, how refunds and store credits are calculated in Australian dollars, and how your rights under the Australian Consumer Law (ACL) operate alongside any discretionary policies we offer for change-of-mind situations. It should be read together with our Terms of Service and Privacy Policy. If you are outside Australia and purchased through a channel we expressly service, some procedural steps may differ; contact us before shipping internationally.
1. Australian Consumer Law guarantees
Consumer goods sold in Australia come with automatic statutory guarantees that cannot be excluded. In summary, goods must be of acceptable quality (safe, durable, free from defects, acceptable in appearance and finish), fit for any disclosed purpose, match their description, and comply with any express warranty we make. Remedies depend on whether a failure is major or not. For a major failure, you may choose a refund or identical replacement (where available) or, in some cases, keep the goods and claim compensation for the drop in value. For a non-major failure, we may choose to repair, replace, or refund within a reasonable time if repair is impossible or fails. You may also be entitled to compensation for reasonably foreseeable additional loss in appropriate cases.
This Policy does not limit those rights. Any time limits we mention for change-of-mind returns are additional commercial policies and do not shorten statutory rights that apply regardless.
2. Who this Policy covers
Consumers. Most customers buying Vitaessor for personal or household use are “consumers” under the ACL and receive the full benefit of consumer guarantees. Business purchasers. If you purchase for resale or for a business with an expected annual turnover above relevant thresholds, some ACL sections may not apply; you should confirm with us in writing at purchase time. We treat ambiguous cases cautiously and prefer to document your capacity at checkout.
3. Change-of-mind returns (discretionary)
Where the ACL does not oblige us to accept a return (for example you simply change your preference), we may still offer a fourteen (14) calendar day change-of-mind window from the date you receive the Goods, subject to the conditions below. This offer exists at our discretion and may be withdrawn for particular promotions where we clearly state “no change-of-mind returns” before payment.
3.1 Conditions for change-of-mind
- The primary tamper-evident seal on the bottle must be fully intact without puncture, lifting, or evidence of reopening.
- The lot or batch code on the bottle must correspond to a shipment we can verify against your order.
- You must provide proof of purchase (order confirmation email or invoice number).
- Goods must not show heat damage, liquid loss, or contamination inconsistent with label storage instructions.
- Optional bundled items, if any, must all be returned unless we approve partial retention in writing.
3.2 Refund amount for change-of-mind
We refund the product subtotal in Australian dollars. Original outbound shipping costs we subsidised or offered as “free shipping” may be deducted from the refund as a reasonable cost-recovery unless mandatory law requires otherwise. You are responsible for return postage and insurance unless we sent the wrong item or the item was already faulty when dispatch began.
4. Faulty, damaged, or mis-described goods
4.1 Immediate inspection
Inspect outer cartons upon delivery. If packaging is crushed, torn, liquid-stained, or shows signs of heat damage in transit, photograph the carton, shipping label, and inner bottles before opening further and notify us within forty-eight (48) hours. Early notice helps us claim against carriers and accelerates replacements under ACL obligations.
4.2 Latent defects
If a defect appears after opening (for example unusual discolouration inconsistent with the batch, broken seal from manufacturing, or foreign matter), stop using the product, retain the bottle and contents, and contact us with photographs and a clear timeline. Do not discard Goods until we instruct you, as regulatory or insurance processes may require batch retention.
4.3 Wrong item shipped
If we deliver the wrong SKU or quantity, we will arrange return at our cost and either replace or refund, including reasonable compensation for foreseeable inconvenience where ACL standards are met.
5. Return authorisation (RA) requirement
Except where local consumer-law centres advise otherwise, do not return Goods without an RA code. Unauthorised returns may be refused at the dock or incur additional handling delays. Request an RA by emailing our returns desk with your order reference, reason for return, and images if relevant. We issue RAs typically within one to three Australian business days, subject to volume.
6. Packing and shipping your return
- Use rigid outer packaging with internal cushioning so glass does not contact sharp edges.
- Seal the parcel securely; liquid leaks in transit may void change-of-mind eligibility.
- Include a printed note listing your RA code, name, and contact email.
- Use a carrier offering tracking and keep proof of lodgement until we confirm receipt.
- Do not write product ingredient lists or health claims on the outer box in ways that might violate courier rules; label simply as “returned goods, RA ____”.
7. Inspection and outcome timing
After Goods arrive, we inspect within a reasonable period—typically three to five business days for standard volumes. If we accept a change-of-mind return, we initiate refunds within five business days of approval. Banking networks may take additional days to post credits. If we reject a change-of-mind return for breach of conditions, we email reasons and may offer return-to-sender at your expense or environmentally responsible disposal if you do not collect within a stated window.
8. Refund methods
Where possible, refunds route to the original payment method. If that path is closed (for example expired card policies), we may propose bank transfer after identity checks or store credit you can apply to future purchases. Gift recipients generally receive store credit equal to the refund value unless we can refund the purchaser’s instrument without breaching anti-fraud rules.
9. Exchanges
Stock-level permitting, we may offer exchange rather than refund for faulty Goods. Exchanges ship under the same ACL framework as replacements. Price differences may be settled by partial refund or additional charge in a separate authorised transaction.
10. Hygiene, safety, and opened products
For change-of-mind, we cannot accept opened bottles where resale would breach reasonable hygiene standards or our quality commitments. ACL remedies for faults may still require you to return opened units; follow our safety instructions in RA emails.
11. Bundled promotions and limited editions
If Goods were sold as part of a bundle, partial returns reallocate bundle discounts proportionally unless promotion terms clearly disallow partial returns. Limited-edition packaging variants are replaced with the nearest equivalent SKU if original stock is exhausted.
12. International purchasers
If you imported Vitaessor personally after purchasing from us, customs duties, taxes, and brokerage charges are usually non-refundable through us; consult your border agency. Return freight and insurance costs may be higher; confirm with us before dispatching.
13. Recalls and safety alerts
If a regulator-directed recall or voluntary safety alert affects your batch, we will publish instructions and bear reasonable costs of return or destruction as mandated. Statutory timelines may override ordinary RA windows.
14. Chargebacks and payment disputes
Contact us before initiating card chargebacks; many issues resolve faster through direct refund. Unfounded chargebacks after successful delivery may lead to account flags or refusal of future orders where lawful.
15. Fraudulent or abusive returns
We monitor for patterns such as empty-bottle swaps or counterfeit goods. Suspected fraud may be reported to police or payment partners. This section does not curtail genuine ACL claims.
16. Record retention and privacy
We retain RA communications and inspection photographs as long as needed for disputes, warranty defence, and regulatory obligations, then delete per our Privacy Policy.
17. How to escalate
If you disagree with our decision on ACL-related matters, you may seek advice from your state or territory consumer agency or the Australian Competition and Consumer Commission (ACCC). Nothing in this Policy requires you to waive public enforcement rights.
18. Updates
We may revise this Policy to reflect legal or operational changes. The version on our site at the time you place an Order governs that transaction unless a statute imposes retroactive consumer benefits.
19. Contact
Returns desk: managers@musclezoivibrant.world · +61 2 9550 1555 · 3/33 Maddox St, Alexandria NSW 2015, Australia.