Refund policy

At Vanuno, we want you to be completely satisfied with your purchase. If you are not fully happy with your order, you may return it under the conditions outlined below. Your rights under the Australian Consumer Law (ACL) are protected at all times.

Return Summary

Feature	Details
Return Period	30 Days from the date of delivery
Return Method	By Mail only
Return Shipping (Change of Mind)	Responsibility of the customer
Return Shipping (Faulty/Incorrect)	Free (Provided by Vanuno)
Restocking Fees	$0.00 (None)
Refund Processing	Within 7 business days after inspection
Condition	Items must be in new, unused condition with original tags

Return Time Frame

You have the right to return your order within 30 days of receiving your item.

To be eligible for a return:

Items must be unused, unworn, and in original condition
Items must include all original packaging and tags

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law (ACL), you are entitled to a repair, replacement, or refund for major failures, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

These statutory rights exist independently of and in addition to our voluntary 30-day change-of-mind return policy.

Return Instructions

To initiate a return, please follow these steps:

Contact our customer support team within 30 days of delivery at info@vanuno.com
Provide your order number and reason for return
Wait for return approval and further instructions
Securely package your item and follow the provided return steps

Returns sent without prior approval may not be accepted.

Return Shipping Costs

Defective or incorrect products: No cost to the customer.
This applies if the product was delivered incorrectly, damaged during transport, or is otherwise defective.
Change of mind: Return shipping costs are the responsibility of the customer.
This applies if you ordered the wrong item, the item does not fit, or you no longer want the product.
Return shipping costs are non-refundable.

Refund Time Frame (Processing)

Once your return has been received and inspected, we will notify you of the approval status.

If approved:

Refunds are processed within 7 business days
Refunds will be issued to your original payment method

Please note that your bank or payment provider may require additional time to process the refund.

Exchanges

Need a different size or colour? At Vanuno, we are happy to help you find the perfect fit. To ensure you get your replacement as quickly as possible, please follow our standard return procedure for the original item. Once your return is processed, you can simply place a new order for the desired alternative.

Non-Returnable Items

The following items cannot be returned, unless they are faulty or not as described (in which case your ACL rights apply):

Items that have been worn, washed, or damaged
Items without original packaging or tags
Hygiene-sensitive items (such as underwear, swimwear, or similar garments)
Final sale or clearance items (if applicable)

Deductions & Partial Refunds

In accordance with the Australian Consumer Law (ACL), if an item is returned in a condition that shows evidence of use beyond what is necessary to establish its nature (e.g., damaged packaging, missing tags, or signs of wear), we reserve the right to make a deduction from your refund to reflect the diminished value of the goods.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with clear photos. We will resolve the issue as quickly as possible.

Order Cancellations

If you wish to cancel your order, please email us within 12 hours of placement. If the order has already been dispatched, you will need to follow the return process outlined above.

Contact Information

Any questions or just like to talk to us? Please don't hesitate to contact us via:

Shop Name: Vanuno
Address: 9 Bromley Rd, London, E10 7AD, United Kingdom

E-mail: info@vanuno.com
Phone: +447537131995
Contact form: Contact page

Customer Service Opening Hours (AEST)
Monday - Friday: 09:00AM - 5:30PM
Saturday & Sunday: 10:00AM - 3:00PM