Refunds and returns
Clear returns, warranty and refund support.
This policy applies to purchases from Vaccom and is designed to work with your rights under Australian Consumer Law.
Your rights under Australian Consumer Law
Nothing in this policy limits rights you may have under Australian Consumer Law. If a product has a major failure, you may be entitled to choose a refund, replacement or repair. If a product has a minor failure, Vaccom may choose to repair the product, replace it or provide a refund within a reasonable time.
A product may have a major problem if it is unsafe, significantly different from the description or sample, unfit for its normal purpose, unfit for a purpose made known before purchase, or has a problem that would have stopped a reasonable customer from buying it.
Proof of purchase
Vaccom may require proof of purchase before assessing a return, refund, repair, exchange or warranty claim. Proof may include an order confirmation, receipt, tax invoice, payment record or another record that reasonably confirms the purchase.
Faulty, damaged or incorrect items
If an item appears faulty, damaged in transit or different from what you ordered, contact Vaccom as soon as practical. Include the order number, product name, photos if relevant, and a short description of the issue.
Vaccom may need to inspect the product or arrange assessment by a technician, repair agent, supplier or manufacturer before confirming the remedy.
Change-of-mind returns
For online orders, Vaccom may accept change-of-mind returns within 30 days where the product is unused, unopened, in original packaging, in resaleable condition, and returned with proof of purchase. Return postage or transport costs for change-of-mind returns are usually the customer’s responsibility.
Change-of-mind returns may not be available for opened consumables, hygiene-sensitive items, special orders, clearance items, used products, installed parts, custom orders or products that are no longer in resaleable condition.
Return shipping and assessment
Contact Vaccom before returning any item. Small items may be returned by post or courier once return instructions are provided. Larger items may need special handling, courier collection or in-store assessment.
If a product is returned as faulty but is found not to be faulty, Vaccom may charge reasonable inspection, repair, servicing, blockage clearance, freight or return shipping costs. Vaccom will seek approval before carrying out paid work where practical.
Repairs and refurbished parts
Goods presented for repair may be repaired using refurbished parts. In some cases, refurbished goods of the same type may be supplied instead of repairing the original product, where allowed by law and appropriate to the claim.
Refund timing
Approved refunds are usually processed back to the original payment method. Bank and payment provider processing times may vary after Vaccom has issued the refund.
Warranties
Manufacturer warranties may apply in addition to rights under Australian Consumer Law. Warranty periods, exclusions and assessment processes can vary by brand and product. Vaccom can help customers understand the next step for a warranty or repair claim.
How to start a return or warranty claim
- Contact Vaccom with your proof of purchase, order details and product name.
- Describe the fault, damage, compatibility issue or reason for return.
- Wait for return, inspection or store visit instructions before sending the item back.
- Package returned products securely, preferably in the original packaging.
Talk to Vaccom
Call or email with the product, brand, model number, order details or repair issue so the team can point you in the right direction.