Refund policy

Vonride Official E-Commerce After-Sales Policy

Thank you for shopping with Vonride. We are committed to providing high-quality products and positive customer experiences. This policy outlines your rights and our procedures for returns, exchanges, refunds, and order cancellations in accordance with the Australian Consumer Law (ACL).

1. Change of Mind Returns & Exchanges (30-Day Guarantee)

All items purchased directly from the Vonride official website are eligible for a 30-day change-of-mind return and exchange period.

1.1 Eligibility

To qualify for a return or exchange, the following conditions must be met:

• The return/exchange request must be submitted within 30 days of receiving the item.
• The item must be in its original condition (undamaged or only slightly damaged) and accompanied by all original packaging, tags, and accessories.

1.2 Return Shipping

• Vonride will arrange door-to-door pickup and provide a prepaid return shipping label. You will not be responsible for any return shipping costs within the 30-day period.
• For exchanges, Vonride will also cover the secondary shipping fee required to send the replacement item.

2. Return & Exchange Process

2.1 How to Start a Return or Exchange

Please contact our Customer Support team and provide the following information:

• Order number
• Proof of purchase
• Photos or video (if the item is damaged or incorrect)
• Delivery address
• Contact phone number

2.2 Pickup & Inspection

• We will arrange for a courier to pick up the item from your doorstep or a mutually agreed location.
• Once the returned item is received and inspected, we will proceed to process your refund or exchange.

3. Processing Time

3.1 Refund Processing

• Refunds will be processed within 14 business days after we receive the returned item.
• The total processing time (from submission of the return request to completion of the refund) will not exceed 30 days.
• You will receive an email confirmation once your refund has been issued.

3.2 Exchange Processing

• Replacement items will be shipped within 1 business day after we receive and approve the returned item.
• The total processing time will not exceed 30 days from the date we receive your exchange request.

4. Refunds

• Refunds will be issued to your original payment method.
• If you paid with a debit/credit card, your bank may require additional time to post the refund to your account.
• If you have not received the refund within 10 business days after our confirmation, please contact your bank or card issuer for further assistance.

5. Order Cancellations

5.1 Before Shipment

• You may cancel your order before it is shipped

5.2 After Shipment

• Orders that have been packed or shipped cannot be canceled.
• You may still return the item in accordance with our 30-day change-of-mind return policy.

6. Non-Returnable Items

The following items are not eligible for return or exchange:

• Products not purchased directly from the official Vonride website
• severely damaged items
• Items returned without original packaging or accessories

7. Damaged, Defective, or Incorrect Items (Consumer Guarantee)

Under the Australian Consumer Law, you are entitled to a replacement or refund if a product has a major failure.If you receive an item that is damaged, defective, or incorrect:

1. Contact our Customer Support immediately.
2. Vonride will cover all required shipping costs and arrange a replacement or refund as mandated by law.

8. Australian Consumer Law Notice

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). You are entitled to:

• A refund or replacement for major product failures.
• Compensation for any reasonably foreseeable loss or damage caused by the product.

9.Return Address

10. Contact Us

For all inquiries related to returns, exchanges, refunds, or order cancellations, please reach out via:

• Email: service@vonride.com