VITAMIRA REFUND POLICY
Last updated: 5th May 2026
This Refund Policy sets out your rights to a refund, replacement, or remedy when you purchase products from Vitamira (a registered business name of Nuviskin Pharmaceutical Pty Ltd, ABN 36 687 157 428).
1. 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.
A "major failure" includes situations where the product:
- Has a problem that would have stopped you from buying it had you known about it.
- Is significantly different from the description, sample, or demonstration model.
- Is substantially unfit for its common purpose and cannot be easily fixed within a reasonable time.
- Is unsafe.
2. Faulty, Damaged, or Incorrect Items
If your product is faulty, damaged on arrival, or incorrect, please contact us within 30 days of delivery with:
- Your order number.
- A description of the issue.
- Photographs of the product and packaging where applicable.
We will assess your claim and, where appropriate, offer a replacement, refund, or other remedy in accordance with the Australian Consumer Law.
We may ask you to return the affected item, and we will cover reasonable return shipping costs for verified faulty, damaged, or incorrect items.
3. Change of Mind
We do not generally offer refunds or exchanges for change of mind, including where:
- You have changed your mind about a product.
- You ordered the wrong product or quantity.
- You no longer want the product.
This does not affect your rights under the Australian Consumer Law for products that are faulty, damaged, or not as described.
4. Products We Cannot Accept for Return (Other Than for Faults)
For health, hygiene, and safety reasons, we are unable to accept returns of products that have been opened, used, or where the tamper-evident seal has been broken, except where the product is faulty, damaged, or not fit for its intended purpose under the Australian Consumer Law.
5. How to Make a Claim
To make a refund, return, or replacement claim, contact us using the details below. Please include:
- Your full name and order number.
- A clear description of the issue.
- Supporting photographs where the product is damaged or faulty.
- Your preferred remedy (refund, replacement, or repair where applicable).
6. Refund Processing
Approved refunds will be processed to your original payment method.
Refund processing time: 5 to 10 business days from the date the refund is approved or, where a return is required, from the date we receive and inspect the returned item.
Bank or card-issuer processing times may add additional days before the refund appears on your statement.
All refunds are processed in Australian Dollars (AUD).
7. Cancellation of Orders
If you wish to cancel an order, please contact us as soon as possible. We will do our best to accommodate cancellation requests, but we are unable to cancel orders that have already been dispatched.
In that case, please follow the process for unwanted deliveries once received, subject to this Refund Policy and your rights under the Australian Consumer Law.
8. Contact Us
For all refund, return, and replacement enquiries:
Vitamira
(a registered business name of Nuviskin Pharmaceutical Pty Ltd)
ABN: 36 687 157 428
Address: 1/86 Mann St, Gosford NSW 2250
Email: services@vitamira.com.au
Phone: (02) 9056 4441
