Last updated: 2 January 2026

This Refund & Returns Policy explains how we handle returns, replacements, store credit and refunds for orders placed on VantaNic (“we”, “us”, “our”). By placing an order with us, you agree to the terms below.

If you need help with a return or refund, please email info@vantanicau.com.

1) Time Limits for Reporting Issues

To be eligible for an after-sales solution, you must contact us within 3 days of delivery (based on the tracking “Delivered” scan).

When contacting us, please include:

  • Your order number

  • A clear description of the issue

  • Photos and/or videos of the parcel and the product(s) (including any outer packaging where relevant)

Our after-sales team will review your request and respond with a resolution within 3 business days after we receive your full evidence.

2) Damaged, Leaking, Faulty or Abnormal Items

If your product arrives damaged, leaking, faulty, or otherwise abnormal, and you contact us within 3 days of delivery with evidence, we will offer one of the following (as appropriate):

  • Replacement (reship)

  • Refund

The exact outcome may depend on stock availability and the nature of the issue.

3) Missing Items or Incorrect Quantity

If your order is missing items or the quantity is incorrect, contact us within 3 days of delivery and provide photos/video of what you received. After verification, we will offer:

  • Reship of missing item(s), or

  • Refund (for the missing/incorrect portion)

4) Wrong Item, Flavour, or Strength

We aim to prevent substitution errors. If an item is temporarily out of stock, we will normally seek your approval by email before dispatching any alternative.

If you receive the wrong item/flavour/strength due to a packing error on our side, after verification we may offer:

  • Exchange (swap), or

  • Store credit (discount code) as compensation

The option offered may depend on stock availability and the practicalities of return shipping.

5) Who Pays Shipping for Replacements/Exchanges?

  • If the issue is caused by a VantaNic error (e.g., wrong item sent, verified missing items, verified fault on arrival), we cover the costs associated with the remedy (including reshipment).

  • If the issue is not caused by us, shipping costs are covered by the customer.

6) Change-of-Mind Returns (No Quality Issue)

If there is no quality issue, you may request a return within 3 days of delivery, provided that:

  • The item is unopened

  • The item is in resale condition (unused, undamaged, and suitable for resale)

If approved, we will provide return instructions and a return address by email.
Return shipping is paid by the customer unless we confirm the return is due to a VantaNic error.

We reserve the right to refuse a change-of-mind return if the product has been opened, used, or is not in resale condition.

7) Refund Method and Processing Times

Approved refunds are issued back to your original payment method (the same card/bank used to pay for the order).

  • We aim to process approved refunds promptly.

  • Banks typically take up to 5 business days to finalise the refund to your account (timing varies by bank).

8) Order Cancellation

Once an order has been placed, we do not support order cancellations. Please ensure your order details are correct before submitting payment.

9) Delivered but Not Received

If tracking shows “Delivered” but you have not received your parcel, please contact us as soon as possible. In the meantime, we recommend checking common safe drop locations around your delivery address (e.g., porch, mailbox area, behind pot plants, near the door).

We can help you follow up with Australia Post, but delivery outcomes and investigations are ultimately handled through the carrier process.

10) Incorrect Address / Return-to-Sender

Please ensure your shipping address and contact details are accurate when placing an order.

If a parcel is returned due to an incorrect address or a delivery issue on the receiver’s side, you will need to pay shipping again for us to resend the parcel.

11) Returns Lost in Transit

If you are returning an item to us and the return parcel is lost in transit, we unfortunately cannot issue a refund because the goods have not been received back.

You may lodge an enquiry/claim directly with Australia Post for compensation.

12) Possible Bank/Exchange Rate Fees

The total you pay at checkout is product price + shipping.
However, because our merchant bank is not based in Australia, some banks may apply additional currency conversion / exchange rate fees.

If you are charged an additional bank FX/conversion fee, please email us with proof (e.g., screenshot of the bank charge), and we can refund that fee.

13) Contact Us

For any refund, return, replacement, or order issue, contact us at:
info@vantanicau.com