Refund policy
At Vibes, we stand behind the quality of what we make, and we want you to feel confident ordering. This policy explains how returns, refunds and our money-back guarantee work. It sits alongside your rights under the Australian Consumer Law, which nothing in this policy limits.
Our 30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee on your first subscription order of AEGIS™. This guarantee applies to your first subscription order only. It does not apply to one-time purchases, or to recurring subscription orders after your first.
The guarantee covers one jar of AEGIS™ per customer. If your first subscription order includes multiple jars, only one jar is eligible for refund under this guarantee. Supplements take time to work with your body, so we want you to be able to try yours properly.
If you're not satisfied within 30 days of receiving your first subscription order, contact us at info@vibes-products.com with your order number and we'll arrange a refund of the purchase price. You don't need to return an empty or partially used jar to qualify. We may limit the guarantee to one claim per customer.
Returns of Unopened Product
For health and safety reasons, we cannot accept returns of opened or used product outside the money-back guarantee above.
We'll accept a return for an unopened item if:
- The item is unused, unopened and in its original condition, and
- You request the return within 30 days of delivery.
To start a return, email info@vibes-products.com with your order number and reason. Please wait for us to confirm and send instructions before sending anything back. Items returned without an approved request can't be processed. Unless the item is faulty or incorrect, return shipping is the customer's responsibility.
Faulty, Damaged or Incorrect Items
Please check your order when it arrives. If anything is damaged, defective or not what you ordered, contact us within 7 days of delivery at info@vibes-products.com with your order number and a photo of the issue. We'll sort out a replacement or full refund at no cost to you, including return shipping.
Refunds
Once we've received and inspected a return, or approved a guarantee claim, we'll let you know the outcome. Approved refunds go back to your original payment method. Please allow 5 to 10 business days for the refund to appear, depending on your bank or provider, and note that processing times on their end are outside our control.
Original shipping fees are non-refundable except where required by law, or where the item was faulty or incorrect.
If more than 10 business days have passed since we approved your refund and you haven't seen it, please get in touch.
Subscriptions
Your subscription renews automatically at the recurring price on each billing date until you pause or cancel. We'll send a reminder before each renewal so you can make changes in time.
You can skip, pause or cancel your subscription at any time from your account before your next billing date. Once an order has been billed and processed, it follows the returns and guarantee terms above.
Once a subscription renewal has been billed and shipped, that order is not eligible for a refund for change of mind or accidental renewal, as it is already in transit to you.
To avoid being charged for a renewal you don't want, please skip, pause or cancel before your billing date by contacting us or on your portal. We send a reminder before every renewal so you have time to make changes. This does not affect your rights if an item arrives faulty, damaged or incorrect, or where a refund is required under the Australian Consumer Law.
Change of Mind
Outside the 30-day guarantee, we don't generally offer refunds for change of mind once an order has been processed, except where required under the Australian Consumer Law.
Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Contact
Questions about returns or refunds? Email us at info@vibes-products.com and we'll help.