Refund policy

Refund & Returns Policy

Last updated: October 2025
Company: VivaWell
Address: Unit 4/370 Bay St, Brighton-le-Sands, ACT 2216, Australia
Email: sales@vivawell.au
Phone: +61 415 253 564

Overview

At VivaWell, we are committed to offering high-quality wellness products and ensuring customer satisfaction. This Refund and Returns Policy outlines your rights under the Australian Consumer Law (ACL) and the conditions under which returns or refunds may be accepted.

Please read this policy carefully before making a purchase. By placing an order with VivaWell, you agree to the terms described below.

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Eligibility for Returns

You may be eligible to return an item if:

  • The product is defective or damaged upon arrival.

  • The product you received is incorrect or significantly different from the one ordered.

  • The product fails to perform as described or is not of acceptable quality.

Returns are not accepted for:

  • Change of mind or dissatisfaction with results.

  • Products that have been opened, used, or tampered with.

  • Items returned without prior authorization.

  • Products purchased from unauthorized retailers or resellers.

Return Process

To initiate a return, please follow these steps:

  1. Contact us within 14 days of receiving your order at sales@vivawell.au, including your order number, reason for return, and photos (if applicable).

  2. Our team will assess your request and provide a Return Authorization (RA) number and return instructions if applicable.

  3. Once approved, please return the product to the address provided. Returned items must be securely packaged, unused, and in their original condition.

Please note: Customers are responsible for return shipping costs unless the return is due to a faulty or incorrect item.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed to your original method of payment within 7–10 business days.

  • You will receive an email confirmation once the refund has been issued.

We reserve the right to refuse refunds for items that do not meet the return criteria described above.

Exchanges

We do not offer direct exchanges. If you wish to replace an item, please follow the return process and place a new order once your refund has been processed.

Damaged or Faulty Items

If your order arrives damaged or defective, please contact us immediately at sales@vivawell.au with photos of the product and packaging. We will arrange a replacement or refund according to the ACL requirements.

Contact Us

If you have any questions about our Refund and Returns Policy, please contact us at:
📍 VivaWell
Unit 4/370 Bay St, Brighton-le-Sands, ACT 2216, Australia
✉️ sales@vivawell.au
📞 +61 415 253 564