Returns Policy
Returns, Refunds & Exchanges
Eligibility for Returns
- You may return your item(s) within 14 days of receiving your order.
- Items must be in unused condition, with original packaging and all labels or tags attached.
- Proof of purchase is required (e.g., order number or receipt).
How to Initiate a Return
To arrange a return, please contact our support team by email at info@vandiy.com.au. Please include:
- Your order number
- The reason for return
- Any relevant photos (if item is faulty or incorrect)
We’ll guide you through the return process and confirm whether your return is approved.
Return Categories
| Reason for Return | Return Shipping Paid By |
|---|---|
| Change of mind / no longer needed | Customer |
| Faulty item | VAN DIY |
| Incorrect item received | VAN DIY |
- If your return is due to a change of mind, shipping costs are your responsibility.
- If your item is faulty or incorrect, VAN DIY will cover return shipping. We will either supply a prepaid shipping label or reimburse your shipping costs (by prior arrangement).
Refunds & Exchanges
- Refunds will be issued to your original payment method after the returned item has been received and inspected.
- Exchanges: For faster service, we recommend placing a new order for the replacement item. Once we receive your return, we’ll refund your original purchase accordingly.
Australian Consumer Law
Our goods come with guarantees under the Australian Consumer Law that cannot be excluded. If your product is faulty, not fit for purpose, or does not match its description, you may be entitled to a refund, replacement, or repair—regardless of our standard returns policy.
| Policy Area | Details |
|---|---|
| Order Processing | Within 2 business days |
| Return Period | 14 days from receipt |
| Return Conditions | Unused, original packaging, tags attached |
| Change of Mind | Return shipping paid by customer |
| Faulty/Incorrect | Return shipping covered by VAN DIY |
| Refund Method | Original payment method, after inspection of returned item |
| Exchanges |
Place new order; refund provided once original item is returned |
If you have any concerns or need assistance, feel free to reach out to our support team. We're here to help.