Refund Policy

Important Notice: The following policies apply only to purchases made on or after 14 June 2024. For purchases made prior to this date, different terms and conditions apply. Please contact our Customer Service team for information regarding returns, refunds, and warranties on purchases made before 14 June 2024.

Vaccom will, upon return of a product, offer you a refund, repair, or exchange within a reasonable time in accordance with the Competition and Consumer Act 2010 (Cth). Refunds, repairs, and exchanges will only be provided if you can present a receipt or other satisfactory proof of purchase, and if:

• The product is damaged or faulty through no fault of your own (and you were not aware or made aware of the defect before purchase) and you can provide evidence of the damage or fault;
• The product is not fit for its normal purpose; or
• Incorrect goods were supplied.

Change of Mind Returns for Online Orders

If you change your mind about an online purchase and the product(s) are unopened and still in their original packaging, you may return them to our warehouse within 30 days of purchase, at your own expense, for a full refund. Proof of purchase is required.

To arrange a return, please contact our Customer Service team using the Contact Us form on our website.

Nothing in this warranty is intended to restrict, modify, or exclude any rights or remedies you have under Part 3-2 of the Australian Consumer Law or any similar or updated legislation. This includes your right to a refund for defective goods.

Defective Product

You have rights under Australian Consumer Law if the product you purchased has a defect. These rights are summarised below, and more information is available on the ACCC website.

If the product has a minor defect, Vaccom may choose to:

• Provide a refund
• Replace the product with an identical item, or
• Repair the product

If the product has a major defect, you may choose to:

• Receive a refund
• Replace the product with an identical item or a product of similar value, or
• Have the product repaired

A major defect is where a product:

• Has a problem that would have stopped you from buying it if you had known about it
• Is unsafe
• Is significantly different from the sample or description shown to you, or
• Does not do what Vaccom (including sales staff) said it would do

If you agree to a repair of a product with a major defect, you are still entitled to a refund or replacement at any time. Goods presented for repair may be replaced with refurbished goods of the same type rather than being repaired. Refurbished parts may also be used to repair the goods.

Exclusions and Qualifications

• The defect was caused by misuse, or you were aware of the defect (or it was an obvious defect) before purchase.
• The product has been thrown away, destroyed, lost, or damaged after purchase.
• You cannot provide reasonable proof of purchase (e.g., receipt, lay-by agreement, receipt number, credit card statement, completed warranty card, or warranty number linked to our online warranty scheme).
• The period of time since purchase is longer than the product could reasonably be expected to remain defect-free.

How to Claim a Warranty

A warranty or defective product claim can be made through our website via the Contact Us form. To make a warranty claim, you must provide proof of purchase for the product.

Repairs or replacements will only be arranged after an evaluation by a qualified Vaccom technician, or an authorised technician from the manufacturer or associated company, to confirm if the product is defective.

Important points:

• You are responsible for the cost of returning any product to us. Our Customer Service team can provide guidance on return arrangements.
• You may be asked to drop your item off at one of our authorised repair agents.
• We aim to process warranty claims as quickly as possible. Where possible, Vaccom will dispatch any repaired or replacement product within 7 days of receiving the defective product, provided proof of purchase is supplied and the required parts or replacement item is available.
• We reserve the right to charge for repairs, servicing, or blockage clearance if the returned product is found not to be defective. Your approval will be sought before any such work is carried out or costs are incurred.

Item Return

If your item needs to be returned, the process will depend on the product size:

• Smaller items are typically returned using a prepaid Australia Post label provided by us.
• Large items will be collected by courier or one of our authorised repair agents.

Please note that large items must be securely packaged for transit prior to return. We strongly recommend keeping your original packaging to make the returns process easier and to help ensure your item is protected during transport.

Technical Assessment

Once your item is received, it will be assessed by our qualified technicians. While we aim to complete all assessments as quickly as possible, please allow up to 10 business days from the date we receive your item for the evaluation to be completed.

Repair or Replacement

We will repair your product wherever possible, which may require ordering specific parts to complete the repair. If a repair is not feasible, we will replace the product. Depending on the nature of the fault, you may also be entitled to a refund or a replacement in line with your consumer rights.

Return Delivery

We will return any repaired items to you or arrange a replacement if required. If a refund is approved, it will be processed by reversing the original payment method. Any faulty item that is replaced or refunded will become the property of Vaccom.