Warranties & Returns

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 Warranties & Returns Policy outlines your consumer rights under Australian Consumer Law (ACL), our warranty terms, and return procedures. By placing an order, you agree to the terms of this policy.

1. Consumer Guarantees Under Australian Consumer Law

• All products come with non-excludable guarantees under the ACL (part of the Competition and Consumer Act 2010 (Cth)).
• You are entitled to a repair, replacement, or refund if a product is faulty, not of acceptable quality, unsafe, not fit for purpose, or does not match its description.
• Major failure: You may choose a refund or replacement.
• Minor failure: We may offer repair or replacement at our discretion.
• You may also claim compensation for reasonably foreseeable loss or damage caused by a faulty product.

2. Manufacturer’s Warranty

• Most products include a 12-month manufacturer’s warranty against defects in materials or workmanship, starting from the date of delivery.
• Warranty covers manufacturing defects only—not damage from misuse, wear and tear, improper cleaning, or modification.
• Retain your order confirmation as proof of purchase.
• To claim, contact us at support@vibeon.com.au within the warranty period.

3. Returns for Faulty, Damaged, or Incorrect Items

• Report issues within 14 days of delivery.
• Email support@vibeon.com.au with:
  • Order number
  • Proof of purchase
  • Description of the fault (include photos or video where possible)
• We will assess your claim and, if approved, provide return instructions or a prepaid shipping label.
• Do not return items without prior approval.
• Items must be returned unused (where possible), in original packaging, and compliant with hygiene standards.

4. Change of Mind Returns

• Not accepted on intimate products (adult toys, lingerie, lubricants, etc.) due to hygiene regulations.
• Change of mind returns are not required under ACL unless a consumer guarantee is breached.
• In exceptional circumstances, we may approve a return if the item is unopened, unused, and in original sealed packaging with all tags/labels intact.
• You are responsible for return shipping costs.

5. Non-Returnable & Non-Warrantable Items

• The following are not eligible for return or warranty unless faulty:
  • Opened or used intimate products
  • Items damaged after delivery (e.g., dropped, water exposure)
  • Products cleaned or modified by the customer
  • Sale, clearance, or final-sale items

6. Refund Process

• Approved refunds are processed via Stripe to your original payment method.
• Refunds are issued within 7 business days of receiving and inspecting the returned item.
• Includes product cost and original shipping (if applicable under ACL).
• Bank processing may add 3–10 business days.

7. Damaged or Lost in Transit

• Notify us within 7 days of the expected delivery date at support@vibeon.com.au.
• We will lodge a claim with Australia Post.
• If confirmed lost or damaged in transit, we will send a replacement or issue a refund.

8. Lingerie & Sizing Issues

• No change of mind returns on lingerie, hosiery, briefs, or costumes.
• Sizing exchanges may be approved (at our discretion) if:
  • Item is unworn, untagged, unsoiled
  • Returned within 5 days of delivery
  • In original packaging with hygiene liners intact
• You pay return shipping; we cover reshipment of the replacement size (if available).
• Sale lingerie is final unless retent faulty.

9. Contact Us

If you have questions about warranties, returns, or this policy, please contact us at:

• Email: support@vibeon.com.au

If unresolved, you may escalate to the Australian Competition and Consumer Commission (ACCC) or your state’s consumer protection agency.