Refunds & Returns Policy

Effective Date: April 17, 2025

At Vsky, we’re committed to making sure you’re satisfied with every purchase. While we aim to deliver quality products and a seamless experience, we understand that sometimes things don’t go to plan. This policy explains how returns, refunds, and replacements are handled in line with Australian Consumer Law (ACL).

1. Your Rights Under Australian Consumer Law

All purchases from Vsky are protected under the Australian Consumer Law. You are entitled to:

  • A refund or replacement if a product has a major failure
  • A repair, replacement, or refund if a product is not of acceptable quality, not fit for its purpose, or does not match the description
  • Compensation for any other reasonably foreseeable loss or damage

     

These rights apply automatically and cannot be excluded.

2. General Returns & Refund Conditions

(Excludes Custom-Made Items)

Returns or refunds may be requested under the following conditions:

  • The request is made within 7 calendar days of receiving your item
  • The product is unused, undamaged, and in original, unopened packaging
  • A proof of purchase is provided (e.g. tax invoice, receipt, or order confirmation)
  • The return is authorised by Vsky before being sent or dropped off

If these conditions are met, you may be eligible for a refund, replacement, or store credit.

3. Preferred Method: In-Store Drop-Off & Collection

We recommend using in-store drop-off and collection wherever possible for faster processing of returns and replacements.

Customers who visit our Adelaide store will typically receive quicker service, including same-day assessments and immediate exchanges where applicable.

4. Regional Deliveries

For orders outside the Adelaide metropolitan area, returns and replacements may require additional approval. This helps us confirm eligibility and arrange the most practical solution. In such cases, our team will work with you to determine next steps.

5. Items Not Eligible for Return or Refund

We do not accept returns or provide refunds for:

  • Custom-made or fabricated items, including custom flashings
  • Items that have been used, opened, damaged, or installed (unless faulty)

Returns made without authorisation or outside the return period

6. Restocking Fee

A 10% restocking fee applies to eligible returns where the product is not faulty. This fee is deducted from the refund amount and helps cover the cost of processing and restocking.

7. Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged in transit, or not what you ordered:

  1. Contact us promptly via email
  2. Include your order number, a description of the issue, and clear photos if applicable
  3. We’ll assess and offer the appropriate remedy: repair, replacement, or refund

Vsky will cover the cost of return shipping where a fault or error is confirmed.

8. How to Request a Return or Refund

To begin the process:

  1. Email us at shop@vsky.com.au with your order details and reason for the return
  2. We’ll issue a Return Authorisation Number (RAN) and provide drop-off or return instructions
  3. Drop off in-store for faster processing or send via tracked post

We’ll inspect the item and notify you of the outcome. Approved refunds will be processed within 5–10 business days, minus any applicable fees

9. Questions?

If you have questions about returns, refunds, or product support, please reach out:

Email: shop@vsky.com.au