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Refund & Returns

If you are not completely satisfied with your purchase, you may be eligible to return it — in addition to your rights under the Competition and Consumer Act and other Australian consumer protection law, which nothing on this page limits.

Change of mind returns

A change-of-mind return is accepted subject to all of the following:

  • TimeframeContact us within 30 days of delivery.
  • ConditionThe product must be boxed, unopened and returned in its original packaging with all accessories, manuals and documentation.
  • FeesA part refund applies: you pay the initial delivery fee, the return delivery fee, and a 20% restocking fee.

Items we cannot accept back

  • Products that have been used or installed, or where installation has been attempted.
  • Custom-made or special-order products.
  • Items purchased on special or clearance.

This does not affect your rights where a product is faulty, not as described, or fails to do what it is supposed to do.

How to return an item

  1. Email support@vipvaultdirect.cam during business hours (Monday–Friday, 8:30am–5:30pm AEST) with your order number and the reason for the return.
  2. You will receive an email confirming the return and its details.
  3. Our carrier will contact you within two business days to arrange collection. Please use the original packaging.
  4. Once the item reaches our warehouse we inspect it, process the return and email you a confirmation.

Refund method and timing

Refunds are issued only after the product has been received and inspected, and are made by the same payment method used for the purchase.

  • Card paymentsSent to the card-issuing bank within five business days of us receiving the returned item. When the credit appears on your statement is up to your bank.
  • Bank transferProvide your bank details; allow up to ten days for the refund to reach your account.

Faulty or damaged goods

If a product arrives damaged, or develops a fault, contact us with your order number and photographs. Depending on the fault we will arrange a repair, a replacement or a refund, or book a manufacturer service call under warranty.