Terms of Service

The following policies apply only to purchases made on or after 14th June 2024. For purchases made prior to this date, different terms and conditions will apply. Please contact our Customer Service team for more information regarding returns, refunds, and warranties on purchases made before 14th 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 offered if you can provide 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 defects prior to 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 simply change your mind about an online purchase, and the product(s) are unopened and remain in their original packaging, you may return them to our warehouse within 30 days of purchase at your own expense for a full refund. You must also provide proof of purchase.

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

Goods Damaged in Transit

If any part of your order arrives damaged, please contact our Customer Service team immediately. We will arrange either a replacement or refund, and we will also organise the collection of the damaged product.

Please note, we may require photo evidence of the damage. All damage claims must be submitted within 2 days of receiving your item. Claims made after this period may be declined.

Refunds

All approved refunds will be processed by the Godfreys Support Office in Melbourne. We endeavour to process all refunds within 7 business days of approval. To enquire about returning an online order from Godfreys, please contact our friendly Customer Service team.

Nothing contained in this warranty is intended to restrict, modify, or exclude the operation of any of the provisions contained in Part 3-2 of the Australian Consumer Law or any similar legislation, including provisions allowing for refunds for defective goods.

Defective Product

You have rights under Australian Law if the product you bought has a defect. Those rights are summarised below or available via the ACCC website.

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

• Provide a refund
• Replace the product with an identical product
• Repair the product

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

• Refund
• Replacement with identical product or product of similar value
• Repair

A major defect is where a product:

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

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 by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Exclusions and Qualifications

• The defect was caused by misuse, or you were aware of the defect, or failed to notice an obvious defect before purchase.
• You have disposed of, destroyed, lost, or damaged the product.
• You cannot provide reasonable proof of purchase (e.g. receipt, lay-by agreement, credit card statement, or warranty record linked to our system).
• The time since purchase exceeds the period in which 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. You must provide proof of purchase to make a warranty claim.

Repairs or replacement of products will only occur after assessment by a qualified Vaccom technician or an authorised technician from the manufacturer or an associated company, to confirm the product is defective.

You are responsible for the cost of returning any product to us. Our Customer Service team can assist with return instructions.

• You may be required to drop your item off at one of our authorised repair agents.
• We aim to process your warranty claim promptly and will attempt to dispatch any repaired or replacement product within 7 days of receiving the defective item, provided proof of purchase is supplied and required parts or a replacement product are available.
• We reserve the right to charge for any repairs, servicing, or blockage clearance if a product is returned as defective but is found not to be defective. Your approval will be sought before proceeding with such work or costs.

Item Return

If your item needs to be returned:

• Smaller items will usually be returned using a prepaid Australia Post label.
• Large items will be collected by courier or one of our repair agents.
• Large items must be securely packaged for safe transit. We strongly recommend keeping your original packaging to make the return process easier and safer.

Return Delivery

We will return 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. Please note, any faulty item replaced or refunded will become the property of Vaccom.