Refund policy

Returns & Refunds Policy

Last updated:
September 2026

At Vastralia Pty Ltd, we are committed to providing high-quality products and excellent customer service. Please read this Returns & Refunds Policy carefully before making a purchase.



1. Change of Mind Returns

We do not offer refunds, exchanges, or store credits for change of mind purchases.

This includes situations where:

  • You change your mind after placing an order.
  • You order an incorrect size.
  • You choose the wrong colour or style.
  • The item does not meet personal expectations.
  • You no longer require the item.



2. Incorrect Size Selection

Customers are responsible for reviewing product descriptions, measurements, and sizing information before purchasing.

We are unable to provide refunds or exchanges for incorrect size selection unless required by Australian Consumer Law.



3. Colour Variations

Actual product colours may vary slightly from images due to device screens, display settings, photography lighting, and manufacturing variations.

Minor colour differences are not considered defects and do not qualify for a refund or exchange.



4. Faulty, Damaged or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery.

Email: vastraliaofficial@gmail.com

Please include:

  • Your order number.
  • Clear photographs of the item.
  • Photographs of the packaging and shipping label.
  • A detailed description of the issue.
  • Your unboxing video where available.



5. Unboxing Video Requirement

To help us investigate claims efficiently, we strongly recommend recording a continuous unboxing video when opening your parcel.

The video should clearly show:

  • The sealed package before opening.
  • The shipping label.
  • The unpacking process.
  • The condition of the item received.

If an unboxing video is not available, we may request additional photographs or supporting evidence before assessing the claim.



6. Eligibility for Refunds or Replacements

Where a product is confirmed to be faulty, damaged, significantly different from its description, or the wrong item was supplied, we may, at our discretion and in accordance with Australian Consumer Law:

  • Provide a replacement item.
  • Repair the product where appropriate.
  • Issue a full or partial refund.



7. Return Conditions

Where a return is approved, the item must:

  • Be returned in its original condition.
  • Include original tags and packaging where possible.
  • Not be altered, washed, damaged, or worn beyond inspection.

We may decline a return if the item shows signs of use or damage not caused by a manufacturing fault.



8. Return Shipping Costs

If a return is approved due to a fault, defect, or our error, we will provide instructions regarding return shipping and any applicable reimbursement of reasonable return postage costs.

For all other situations, return shipping costs are the responsibility of the customer where permitted by law.



9. Processing Refunds

Approved refunds will be processed to the original payment method used for the purchase.

Please allow up to 10 business days after approval for the refund to appear in your account, depending on your financial institution.



10. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.



11. Contact Us

Vastralia Pty Ltd
Email: vastraliaofficial@gmail.com