Returns & Refunds Policy
Three return situations — your rights
Australian Consumer Law gives you guaranteed rights that we cannot take away. The table below shows what applies in each situation:
| Situation | What you can do | Time limit | Condition of product |
|---|---|---|---|
| Major fault — the product is unsafe, significantly different from how we described it, doesn't do what it's supposed to do, or you would not have bought it had you known the issue | Choose a refund or a replacement, plus compensation for any reasonably foreseeable loss caused by the fault | No specific time limit (must be a reasonable time after delivery) | No condition restriction — you can return a part-used product if it has a major fault |
| Minor fault — the product is defective in a way that can be repaired or replaced | We will repair, replace, or refund — our choice | A reasonable time after delivery | We may need to inspect the product |
| Change of mind — you've decided you don't want the product after all | Return for a refund of the product price (return shipping at your cost) | Within 30 days of delivery | Unopened, unused, in original packaging |
For all returns, please contact us first at support@vitalorigin.com.au with your order number — we will tell you the return address and confirm the next step.
Your rights for major faults under Australian Consumer Law (and under the New Zealand Consumer Guarantees Act 1993, for NZ customers) apply regardless of any other condition stated in this policy.
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.
Sale items are not eligible for change-of-mind returns. Gift cards cannot be returned. Your rights under Australian Consumer Law for major failures still apply to all items, including sale items.
Subscription Orders
Subscriptions are managed through your account portal at vitalorigin.com.au/account. You can:
- Skip an upcoming order
- Pause your subscription
- Change your delivery frequency
- Cancel at any time before your next billing date
- Update your shipping address or payment details
For subscription-related queries, contact us at support@vitalorigin.com.au.
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.
Lost in Transit / Delivery Issues
If your order hasn't arrived by the expected delivery date, please allow one additional business day before contacting us, as parcels occasionally experience minor delays in transit.
If your order is confirmed lost by the carrier, we will send a replacement or issue a full refund at no cost to you. If a parcel is returned to us due to an incorrect or incomplete address provided at checkout, re-shipping costs will be at the customer's expense.
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 3–5 business days. Please allow up to 10 business days for the funds to appear, depending on your bank or credit card company.
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
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: 24 May 2026
