Refund policy

Vital Nexus Pty Ltd Returns & Refunds Policy

At Vital Nexus Pty Ltd, we want you to feel completely confident when shopping with us. This policy explains your rights under the Australian Consumer Law (ACL) and our additional goodwill guarantees.

1. Your Rights Under the ACL

Our products come with guarantees that cannot be excluded under the ACL. If your product is faulty, unsafe, not as described, or otherwise fails to meet the consumer guarantees, you are entitled to a repair, replacement, or refund. These rights aren't limited by the timeframes in this policy.

2. Change of Mind Guarantee (Goodwill)

In addition to your ACL rights, we offer a 14-day money-back guarantee if you change your mind or do not enjoy the product.

To qualify:

  • The product must be returned within 14 days of receiving it, at your own expense.
  • Items must be in original packaging, with at least 75% of the product remaining.
  • Products that are mostly consumed, altered, or missing packaging may not be eligible.
  • Refunds for change-of-mind returns are processed as soon as possible, generally within 3 to 5 business days of receiving your return.

3. Adverse Reactions

If you have a reaction, stop using Oligenics, speak with a healthcare professional and contact us at support@oligenics.com. Your rights under the Australian Consumer Law still apply.

4. Faulty or Damaged Products

If your order arrives faulty, damaged, or incorrect:

  • Please contact us via our Contact Page and state “Faulty or Damaged Product”.
  • Provide details and photos (if possible).
  • Keep the product and packaging until we advise next steps.

Depending on your preference, we will:

  • Replace the item with the same product, or
  • Provide a full refund.

For faulty or damaged items, Vital Nexus Pty Ltd (Oligenics) covers all return shipping costs and provides a prepaid label.

Please contact us as soon as you can so we can resolve the issue quickly. Your rights under the ACL are not limited by any timeframe in this policy.

5. Refunds & Exchanges

  • Refunds are issued to your original payment method. Bank processing times may vary.
  • Exchanges are processed once the returned product is received at our warehouse.
  • Replacement items are shipped once the faulty item has been received (unless otherwise agreed with our Customer Experience Team).

6. Purchases from Third-Party Retailers

This policy applies only to products purchased directly from the official Vital Nexus Pty Ltd (Oligenics) website. If you bought our products through an authorised retailer, please contact them directly. We will support our partners to ensure your ACL rights are upheld. You can also contact us directly, as the supplier, about a faulty product bought from an authorised retailer.

7. Need Help?

Our Customer Experience Team is here to help. If you believe your situation falls outside the above parameters, please contact us and we’ll work with you to resolve it.

📧 support@oligenics.com