Refunds and Returns Policy

Last updated: 3 August 2026

This Refunds and Returns Policy explains how Vortex Labs handles order cancellations, change-of-mind requests, damaged or incorrect products, delivery issues and refunds.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

1. Change-of-Mind Returns

Vortex Labs does not generally offer refunds, returns or exchanges where a customer:

• Changes their mind
• Finds the product cheaper elsewhere
• Orders the incorrect product, strength or quantity
• No longer wants or needs the product
• Provides an incorrect delivery address
• Fails to collect the parcel

Businesses are not required to provide a change-of-mind refund unless they have chosen to offer one. However, this does not affect a customer’s rights when a product is faulty, unsafe, incorrectly supplied or materially different from its description.

2. Order Cancellations

Contact vortexlabsaus@gmail.com as soon as possible if you need to cancel an order.

A cancellation may be approved when the order has not yet:

• Entered processing
• Been packed
• Been dispatched
• Been submitted for restocking or fulfilment

Once an order has entered processing or been dispatched, we may be unable to cancel it.

Cancellation requests are not confirmed until Vortex Labs provides written confirmation.

3. Out-of-Stock Products

Products that are out of stock may experience an estimated 7–14 day delay before dispatch.

When an item is unavailable, we may:

• Hold the order until the product is restocked
• Offer an available alternative with the customer’s agreement
• Provide an updated estimated dispatch timeframe
• Cancel and refund the affected product if we are unable to supply it

When an order contains both in-stock and out-of-stock products, the full order may be held until all products are available.

Contact vortexlabsaus@gmail.com before ordering if immediate availability is important.

4. Faulty, Damaged or Incorrect Products

Contact us promptly if your order arrives:

• Damaged
• Faulty
• Incorrectly supplied
• Missing an item
• Materially different from the product ordered or described

For the fastest assessment, contact us within 48 hours of delivery. This requested reporting period does not limit any rights you may have under the Australian Consumer Law.

Your email should include:

• Your full name
• Order number
• Description of the issue
• Clear photographs of the product
• Photographs of the external packaging
• Photograph of the shipping label
• Any other information reasonably requested to assess the claim

Keep the affected product and all packaging until the matter has been reviewed.

5. Assessment of Claims

Vortex Labs may reasonably assess a product before providing a remedy.

Depending on the issue, we may request:

• Additional photographs or video
• The product’s batch or lot information
• Confirmation of how the parcel was received
• Information about product storage or handling
• Return of the affected product

Customers must not discard an affected product unless instructed to do so.

A business may assess a product before providing a remedy, but it cannot use its store policy to remove a customer’s statutory rights.

6. Available Remedies

The remedy available will depend on the circumstances and whether the problem is considered major or minor under the Australian Consumer Law.

For a major problem, a customer may be entitled to choose between a refund and replacement.

For a minor problem, Vortex Labs may be entitled to provide an appropriate remedy before a refund is required.

Possible remedies may include:

• Replacement of the affected product
• Refund of the affected product
• Store credit, when accepted by the customer
• Replacement of a missing item
• Another remedy required by law

Australian businesses must provide an appropriate remedy when goods fail to meet applicable consumer guarantees, and a “no refunds” policy cannot override those guarantees.

7. When a Remedy May Not Be Available

Subject to the Australian Consumer Law, a refund, replacement or return may not be available when:

• The customer simply changed their mind
• The customer ordered the incorrect item
• The customer damaged or misused the product
• The product was stored or handled contrary to supplied instructions
• The customer knew about the disclosed issue before purchasing
• The problem resulted from circumstances unrelated to Vortex Labs
• The claim is fraudulent or unsupported by the available evidence

Consumer guarantees generally do not require a remedy when the customer caused the problem through misuse or was informed of the relevant defect before purchase.

8. Missing Parcels

Contact vortexlabsaus@gmail.com if tracking has stopped updating or your parcel appears to be missing.

Include your:

• Order number
• Tracking number
• Full delivery address

We may lodge an investigation with the shipping carrier. A carrier investigation may need to be completed before a refund, replacement or other resolution is determined.

9. Parcels Marked as Delivered

When tracking shows that a parcel has been delivered but it cannot be located, customers should first:

1. Check the delivery location and safe-drop areas.
2. Ask household members.
3. Check with neighbours, reception or building management.
4. Contact the shipping carrier.
5. Contact Vortex Labs if the parcel remains missing.

A delivered tracking scan does not automatically determine the outcome of a claim. Each claim will be reviewed based on the available evidence and applicable consumer law.

10. Incorrect Addresses and Returned Parcels

Customers are responsible for providing a complete and accurate delivery address.

Parcels returned because they were incorrectly addressed, unclaimed, refused or not collected may require another $20 Express Shipping payment before being dispatched again.

Original shipping charges will not ordinarily be refunded when the delivery failure resulted from customer-supplied information or failure to collect the parcel.

This does not apply when the delivery problem was caused by Vortex Labs or where a refund is otherwise required by law.

11. Return Shipping

Do not return a product without first contacting Vortex Labs and receiving return instructions.

Unauthorised returns may be delayed or sent to an incorrect location.

Where return shipping costs are required to be covered by Vortex Labs under the Australian Consumer Law, we will provide instructions or reimburse reasonable return costs as applicable.

12. Refund Processing

Approved refunds will be processed to the original payment method where reasonably possible.

Customers will receive confirmation after a refund has been submitted. The time required for funds to appear depends on the bank, payment provider or cryptocurrency network and is outside the direct control of Vortex Labs.

Shipping charges will be refunded when required by law. Otherwise, the original $20 Express Shipping fee is not refundable after an order has been dispatched.

Vortex Labs does not charge a separate administration fee for a refund required under the Australian Consumer Law.

13. Cryptocurrency Payments

Cryptocurrency transactions are generally irreversible.

When a refund for a cryptocurrency order is approved, Vortex Labs will provide instructions and confirm the refund method with the customer. Network charges and processing requirements may apply except where doing so would be inconsistent with applicable law.

Customers are responsible for providing a valid and compatible refund address when requested.

14. Chargebacks and Payment Disputes

Customers should contact vortexlabsaus@gmail.com before starting a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue.

Submitting a deliberately false, misleading or fraudulent payment dispute may result in the suspension of the customer’s account and the matter being referred to the payment provider or relevant authorities.

Nothing in this section prevents a customer from exercising a lawful right to dispute an unauthorised or unresolved transaction.

15. 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 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.

16. Contact Us

To request assistance, a cancellation, return or refund, contact:

Vortex Labs
Email: vortexlabsaus@gmail.com

Include your order number and all relevant information so the matter can be assessed promptly.