Returns & Refunds Policy
CHANGING AN ORDER?
Unfortunately it is not possible to amend an order once it has been placed. If you’d like to add products to your order, please place a new order for these items.
Our products come with the consumer guarantees found in the Australian Consumer Law which cannot be excluded, including guarantees that the products will be of acceptable quality. The consumer guarantees are not affected by our change of mind policy below.
In the unlikely event that you receive products from us that do not comply with the consumer guarantees, we will provide you with a refund or exchange based on the below:
- If we consider that the product has a major failure under the Australian Consumer Law (eg. the product is unsafe, does not fit the description or is not fit for purpose), you can return it and receive your choice of a refund or an exchange, and compensation for any other reasonable foreseeable loss or damage.
- If we consider that the product has a minor failure under the Australian Consumer Law (eg. the product’s packaging is cracked but does not affect the safety or use of the product), we will provide you with our choice of a refund or exchange.
Where a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and VOYA may choose not to provide a refund, exchange or repair (if applicable).
VOYA will require proof of purchase before providing a remedy under the Australian Consumer Law.
Consumer guarantees cannot be excluded or limited and are in addition to any manufacturer’s warranties or extended warranties purchased by, or given to, you.
- We want you to be completely satisfied with your order and we would hope to resolve any problems you may have. If you are unhappy with your purchase, please contact our Customer Service team by email at firstname.lastname@example.org
If you change your mind about your purchase, you are welcome to return your product to us within 14 days of your purchase date for a refund if product returned is in a new, unused and resaleable condition
- Products must be returned in their original condition with all packaging and documentation. We recommend that customers get a “proof of return” from your shipping agent to guarantee the packages are safely returned to us. Regrettably, we can take no responsibility for your returned products lost in transit.
- VOYA will gladly offer a refund on any unwanted goods less the cost of sending the item to you when the items are returned to us within 14 days from date on which you acquire the products.
- Delivery costs are a direct cost and we regret that it cannot be refunded except in the case of faulty products.
- Refunds will be processed within fourteen (14) days of receiving your returned products, provided that you have returned the products to us within 14 working days of acquiring same or we receive evidence from you that the products have been sent back.
- We will carry out such reimbursement using the same means of payment as you used for the initial transaction (e.g. Credit Card, Debit Card, Paypal, Stripe)
- Any breakages or damages must be reported within 24 hours of you acquiring physical possession of the Products.
- We regret that we are unable to refund or exchange products (excluding those which are found to be faulty) which were unsealed after delivery and are thus not suitable for return due to health protection or hygiene reasons.
ACCORDANCE WITH SPECIFICATION
All descriptive matter, drawings, pictures, colours, specifications and advertising on the website are for the sole purpose of giving an approximate description of the Products. Save as prohibited by law, we reserve the right to exercise discretion with respect to any returns under these terms and conditions. Where you have been entitled to any multi-buy discount or free offers due to the size or value of your order exceeding a certain quantity or amount, and any Products are returned (except for an exchange where products are faulty/defective), we are entitled to either require the return of all Products delivered as part of that offer at your cost or charge you for the Products retained by you at the full price quoted on this site. Your statutory rights are not affected.