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Our Returns Policy

Last Updated: 15 June 2025

Vibe On ("we", "us", or "our") operates an online eCommerce store at https://vibeon.com.au ("Website") selling adult toys and related products. This Refund Policy outlines your rights to returns and refunds under Australian Consumer Law (ACL) and our procedures for processing returns. By purchasing from our Website, you agree to the terms of this policy.

1. Consumer Guarantees Under Australian Consumer Law

  • Under the ACL (part of the Competition and Consumer Act 2010 (Cth)), our products come with guarantees that cannot be excluded.
  • You are entitled to a refund, repair, or replacement if a product is faulty, not of acceptable quality, not fit for purpose, or does not match its description.
  • For major failures, you are entitled to a refund or replacement. For minor issues, we may choose to repair or replace the product.
  • You may also be entitled to compensation for any reasonably foreseeable loss or damage caused by a faulty product.

2. Returns for Faulty or Incorrect Products

  • If your product is faulty, damaged, or does not match its description, please contact us within 14 days of delivery to initiate a return.
  • To request a return, email us at support@vibeon.com.au with your order number, proof of purchase, and details of the issue (including photos, if applicable).
  • We will assess your request and, if approved, provide a return shipping label or instructions. Do not return products without our prior approval.
  • Approved returns must be sent back in their original condition (unused, where possible, and in original packaging) and are subject to hygiene and safety considerations due to the nature of our products.

3. Change of Mind Returns

  • Due to the intimate nature of our products (adult toys), we do not accept returns for change of mind unless required by law.
  • Under the ACL, change of mind returns are not required unless the product fails to meet consumer guarantees (e.g., faulty or misrepresented).
  • If a change of mind return is approved in exceptional circumstances, the product must be unused, unopened, and in its original packaging. You may be responsible for return shipping costs.

4. Refund Process

  • If a refund is approved, it will be processed via Stripe to your original payment method within 7 business days of receiving and inspecting the returned product.
  • Refunds will include the purchase price and any original shipping costs (if applicable under the ACL).
  • Processing times may vary depending on your bank or payment provider.

5. Non-Returnable Items

Certain items cannot be returned for hygiene and safety reasons, including:

  • Opened or used products, unless faulty.
  • Products that have been tampered with or damaged after delivery.

6. Damaged or Lost Shipments

If your order is damaged or lost during transit, please contact us within 7 days of the expected delivery date at support@vibeon.com.au. We will work with our delivery partners to investigate and may offer a replacement or refund, subject to the terms of this policy.

7. Contact Us

If you have questions or concerns about our Refund Policy or a return, please contact us at:

  • Email: support@vibeon.com.au

If you are not satisfied with our response, you may contact the Australian Competition and Consumer Commission (ACCC) or your local consumer protection agency for assistance.

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