Returns & Refunds Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened, unused and in its original packaging. 

To start a return, you can contact us at support@vitalorigin.com.au. Please note that returns will need to be sent to our warehouse at the following address: Unit 2, 29 Premier Circuit, Warana, QLD 4575.

For 30-day returns that are not due to damage or defect, the cost of return shipping must be covered by the customer.  

You can always contact us for any return question at support@vitalorigin.com.au. 

Damages and Defects
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

We will provide a replacement free of charge for any damages or issues with the product upon request. You must provide a picture for evidence of damages or defects. 

Exceptions / Non-returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Items that have been partly used or damaged/defective from improper use or storage will not be refundable.  
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

International Shipping

We currently ship to Australia and New Zealand only. Orders to other international destinations are not accepted.

For New Zealand orders:

• Delivery typically takes 7–14 business days from dispatch
• Any customs duties, GST, or other charges levied by New Zealand authorities are the customer's responsibility
• Return shipping for change-of-mind returns is at the customer's expense
• Your rights under the New Zealand Consumer Guarantees Act 1993 are not affected by this policy. For major failures, you are entitled to a refund or replacement regardless of return window or condition.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@vitalorigin.com.au.

Australian Consumer Law
Your rights under Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies any consumer rights or remedies under the Australian Consumer Law that cannot be lawfully excluded, restricted or modified by agreement. Where the Australian Consumer Law applies, our liability for the failure of any goods is limited to the maximum extent permitted by law.

Last updated: 3 May 2026