Welcome to Vesta.
We are committed to providing you with high-quality products and excellent service. This policy outlines your rights and obligations regarding returns, refunds, and warranties for products purchased through our website.
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 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.
1. Warranty Policy
In addition to your rights under the Australian Consumer Law, Vesta offers a 12-Month Warranty on products found to be faulty or damaged on arrival, unless an alternative warranty period is expressly stated in the specific product listing.
1.1 Exclusions
This warranty policy does not cover:
Normal wear and tear.
Damage arising from improper assembly or modification of the product.
Damage arising from abnormal use, abuse, or neglect.
Damage resulting from improper or lack of maintenance (e.g., care of fabric, leather, or timber).
Damage to external product packaging only.
Accessories or bonus gifts included with the main product.
2. Received Damaged or Faulty Goods
If your item arrives damaged, faulty, or with parts missing, please contact our Customer Support team immediately.
2.1 How to Make a Claim
To resolve your issue as quickly as possible, please email us at info@atechagency.com.au with the following information:
Order Number: (e.g., #12345).
Description: A brief explanation of the fault or damage and your preferred outcome (refund, replacement, or parts).
Visual Evidence (Required): Clear photos or videos showing:
The specific fault or damage.
The product in its original packaging (if applicable).
For missing parts: A photo of the instruction manual with the missing part circled.
Important Note: Please do not dispose of any items or packaging until your claim has been finalised. We may require the item to be inspected. If an item is disposed of before we can assess it, we reserve the right to decline a remedy.
2.2 Remedies
We will assess each claim on a case-by-case basis. Depending on the nature of the issue, Vesta may:
Send missing parts to you.
Suggest a method of self-repair (where safe and appropriate).
Replace the product (subject to availability).
Offer an alternative product.
Offer a partial or full store credit or refund.
3. Change of Mind Returns
We understand that sometimes you may change your mind. Vesta accepts Change of Mind returns within 14 days of the item being delivered to you, subject to the conditions below.
3.1 Conditions for Return
The request must be made within 14 days of delivery.
The item must be unopened, in its original packaging, and in a re-sellable condition.
Excluded Items: We do not accept Change of Mind returns for Health & Safety products, bulk purchases, or packages that have been opened/assembled.
3.2 Costs & Fees
If your Change of Mind return is approved:
Return Shipping: You are responsible for the cost of returning the item to the warehouse.
Restocking Fee: A restocking fee of 10% of the item price will be deducted from your refund amount.
Original Shipping: The original shipping fee paid at the time of purchase is non-refundable.
3.3 Procedure
Please contact us before returning any items. Do not return items to the address on the package without prior approval. We will provide you with the correct return address and a Return Authorization. Returns sent without approval may be rejected.
4. Delivery Issues & Wrong Addresses
4.1 Delivery Delays
If your order has not arrived within the expected timeframe, please notify us within 10 working days of the dispatch notification. We will launch an investigation with our courier partners.
4.2 Incorrect Address / Return to Sender (RTS)
It is your responsibility to ensure your delivery address is correct at checkout. If an item is returned to us or our warehouse because:
You provided an incorrect or incomplete address; or
The package was unclaimed from the post office/courier;
You will be responsible for the Return to Sender (RTS) fees charged by the courier and the cost of re-delivery. If you prefer a refund instead of re-delivery, the refund will be calculated as: Total Paid minus (RTS Fees + 10% Restocking Fee + Original Shipping Cost).
5. Cancellations
We try to process orders immediately to ensure fast delivery. If you wish to cancel an order, please contact us immediately.
If the item has not yet been dispatched: We will process a full refund.
If the item has already been dispatched: The request will be treated as a "Change of Mind" return (see Section 3), and shipping/restocking fees will apply.
6. Contact Us
If you have any questions regarding this policy or need to make a claim, please contact our support team:
Email: info@atechagency.com.au
Website: atechwarehouse.com.au