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 are not restricted by this policy or any timeframe. 

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 3–5 business days of receiving your return. 

3. Adverse Reactions 

Your wellbeing is important to us. If you experience a minor or personal reaction, you may return the product under our 14-day change-of-mind guarantee. If you experience a serious or unexpected reaction that may indicate the product is unsafe, this falls under your rights in the ACL, and you may be entitled to a refund or replacement. Please contact us promptly so we can assess and guide you through the next steps. 

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. 

We encourage you to notify us of faulty or damaged products within 14 days of receiving your order to help us resolve issues quickly. However, your rights under the ACL are not limited by this timeframe. 

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. 

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