Refund policy

VITAMIRA REFUND POLICY

Last updated: 16th July 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).

Vitamira 60-Day Money-Back Guarantee

Ordering from a brand for the first time is a leap of faith, so we take the risk out of it. Try your first Vitamira order, and if a product is not right for you, you can claim a refund within 60 days.

What is covered

  • Your first purchase of any Vitamira formula, including products bought at a launch or sale price.
  • The product price is refunded. Shipping costs are not included.
  • One guarantee per formula, per household.
  • The guarantee does not extend to later repeat orders of the same formula, or to subscription orders once the second month has been charged.

If you bought more than one of the same product

  • The first unit is refunded under the guarantee.
  • Any further units of that product need to come back to us unopened, at your own cost, before they can be refunded.

Bundles

The 60-day money-back guarantee applies to a bundle purchased as your first order. You can claim a refund on the bundle within 60 days. Refunds are calculated from the bundle price and exclude shipping. Where your claim relates to one product within a bundle, the refund for that product is calculated on a pro-rata basis from the bundle price, and any other products from the bundle that you wish to return must be sent back to us unopened, at your own cost, in line with this policy. As with single products, the guarantee applies to your first purchase only and does not extend to later repeat orders, or to subscription orders once the second month has been charged.

What is not covered

  • Gift cards.
  • Clearance or end-of-line items.
  • Products bought through a third-party retailer or as a wholesale order.

How to make a claim

  • Contact us at services@vitamira.com.au or (02) 9056 4441 within 60 days of your purchase date, with your order number.
  • If your claim includes additional unopened units to return, we will confirm the return address. Return postage is your responsibility, and we recommend a tracked service, as we cannot take responsibility for items that do not reach us.
  • Once your claim is approved, and any unopened items are received, we will process your refund to your original payment method. Please allow up to 5 business days to process, and a little longer for it to appear on your statement, depending on your bank.
  • Returned items need to reach us within 14 days of your return being approved.

Your rights under the Australian Consumer Law

This guarantee is offered on top of your rights under the Australian Consumer Law and does not limit or replace them. If a product is faulty, not as described, damaged in transit, or incorrectly supplied, you may be entitled to a remedy under those laws regardless of this guarantee.

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