Refund policy

Please choose carefully when you order. This page covers three different situations: something is faulty, we have made a mistake, or you have changed your mind. What applies depends on which one you are in.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, what you receive should be of acceptable quality, fit for its purpose, and match its description.

If there is a major failure you may choose a refund or a replacement, and you may also be entitled to compensation for any other reasonably foreseeable loss. If the failure is minor, we are entitled to fix it. Nothing on this page limits those rights, and none of the conditions in the change-of-mind section below apply when goods are faulty.

1. Faulty items

If an item is faulty, email info@visionsupply.com.au with your order number and a description of the problem.

We assess the goods before processing a replacement or refund. In most cases photos or a short video showing the fault are enough, and that is faster for both of us than posting goods back and forth. Sometimes we need the item returned to assess it properly. Where we ask you to return a faulty item, we pay the postage.

If we assess a returned item and find no fault, we will send it back and explain what we found. We may ask you to cover the cost of returning it to you, calculated on its size and weight. We will tell you that cost before we send it.

2. If we send you the wrong product

If you do not receive the items you ordered, email info@visionsupply.com.au within 7 days of receiving the order. We will collect the incorrect items and deliver the correct ones at our cost. You will not be out of pocket for our mistake, and no fees or freight charges apply.

3. Change of mind and exchanges

We will gladly exchange or refund a purchase you have changed your mind about, provided the goods are unused, in their original sales packaging and in saleable condition, and provided you contact us within 7 days of delivery. You can cancel your order at any time before it has been dispatched, provided it is not a custom-made order.

Because these returns are your choice rather than our error, some conditions apply:

• You pay the cost of returning the goods to us.

• The original delivery charge is not refunded.

• A restocking fee of [20]% is deducted from the refund, to cover the cost of receiving, checking and re-shelving the goods.

We will tell you the exact refund amount when we approve your return, before you send anything back.

These conditions apply to change-of-mind returns only. They do not apply if goods are faulty or if we sent the wrong item.

4. How to return your order

Email info@visionsupply.com.au with your order number and the items you want to return. Wait for us to approve the return and give you a return address — please do not send anything back before that, as we cannot process unannounced returns.

Once approved, post the goods to the address we give you using any suitable courier. Include the items in their original condition and sales packaging, with your invoice number, name and phone number on or inside the box.

5. What we cannot accept back

We are not able to offer a change-of-mind return, refund or exchange on:

• items ordered incorrectly, including the wrong size, quantity or specification;

• custom or special-order items manufactured to your requirements;

• items that have been customised or modified after delivery;

• items no longer in their original condition, damaged after delivery, or missing parts, for reasons that are not our fault; and

• items where you contacted us more than 7 days after delivery.

This list applies to change of mind only. If any of these items is faulty or not as described, your consumer guarantees still apply and section 1 is what governs.

6. If a change-of-mind return arrives damaged or incomplete

If a returned item reaches us damaged, unpackaged or with parts missing, we will contact you before doing anything. Depending on the condition we may hold the refund until the missing parts reach us, deduct a reasonable amount to make the product saleable again, or decline the return and send the goods back to you. We will explain which applies and how any deduction was calculated.

This section applies to change-of-mind returns only.

7. Refunds

Once we have received and assessed your return, we refund to your original payment method. We issue the refund within 2 business days of approving it, and email you a confirmation within 24 hours of approval.

Depending on your bank, card provider, PayPal or Afterpay, the money can take a further 5 business days to appear. If it has not arrived after that, check with them first, then contact us and we will trace it.

Restocking fees apply to change-of-mind returns only. We never deduct a restocking or handling fee from a refund given because goods were faulty, not as described, or wrongly supplied.

Contact

Email info@visionsupply.com.au with your order number, and photos of any fault.