Refund policy

RETURNS & REFUND POLICY

VitaLex Wellness

1. OVERVIEW

At VitaLex Wellness, we are committed to supplying premium red light therapy systems, hyperbaric chambers, and wellness technologies of the highest quality.

Due to the specialised and high-value nature of our equipment, this Returns & Refund Policy outlines the conditions under which returns, refunds, or replacements may be considered.

By completing a purchase with VitaLex Wellness, you acknowledge and agree to the terms set out below.

2. CONSULTATION-BASED PURCHASES

All purchases are confirmed following consultation, quotation, and formal agreement.

Because our products are large, specialised wellness systems — often imported, made-to-order, or allocated specifically to clients — orders are considered final once confirmed in writing.

We do not offer refunds, returns, or exchanges for:

• Change of mind
• Incorrect selection after consultation
• Business performance expectations
• Delays caused by freight providers or external logistics

This policy operates alongside your rights under Australian Consumer Law.

3. DEPOSITS & PRE-ORDERS

A deposit may be required to secure production or allocation of equipment.

Unless otherwise stated in writing:

• Deposits are non-refundable once manufacturing or international freight has commenced
• Orders cannot be cancelled once dispatched from the supplier

Any variation to these terms will be outlined in your formal quotation or purchase agreement.

4. DAMAGED OR DEFECTIVE PRODUCTS

We take significant care to ensure equipment arrives in excellent condition.

If your product arrives damaged or defective, you must:

  1. Notify us within 48 hours of delivery

  2. Email support@vitalexwellness.com

  3. Include:
    • Your order number
    • Clear photographs of:

    • The product

    • External packaging

    • Internal packaging

    • Delivery documentation
      • A written description of the issue

Failure to report damage within 48 hours may void freight-related claims.

Upon review, we may at our discretion:

• Supply replacement parts
• Arrange repair
• Provide a replacement unit
• Offer store credit or partial refund where appropriate

We do not cover damage resulting from:

• Improper installation
• Electrical non-compliance
• Misuse or modification
• Failure to follow installation guidelines
• External environmental factors after delivery

5. INSTALLATION RESPONSIBILITY

Unless installation services are expressly included in writing, customers are responsible for:

• Ensuring appropriate electrical supply
• Ensuring structural support and space requirements
• Compliance with local regulations

Damage caused by incorrect installation will not be covered under refund or warranty claims.

6. WARRANTY CLAIMS

All VitaLex Wellness systems include a limited manufacturer’s warranty covering defects in materials and workmanship.

Warranty claims:

• Are subject to assessment and approval
• May require photo or video evidence
• May require component inspection

The warranty does not cover:

• Improper use
• Commercial overuse outside specification
• Neglect
• Accidental damage
• Normal wear and tear
• Unauthorised modification

Full warranty details are provided separately with your product documentation.

7. RETURN SHIPPING

Returns will only be accepted where approved in writing by VitaLex Wellness.

If a return is authorised:

• The customer may be responsible for return freight costs
• The product must be returned in original packaging
• The product must be unused and in original condition

Returns without prior written approval will not be accepted.

8. NON-RETURNABLE ITEMS

The following items are non-returnable:

• Custom or special-order systems
• Used or installed equipment
• Demonstration or clearance models
• Accessories or consumables
• Equipment modified after delivery

9. AUSTRALIAN CONSUMER LAW

Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law.

If a product has a major fault under Australian Consumer Law, you may be entitled to:

• Repair
• Replacement
• Refund

As determined in accordance with statutory obligations.

10. CONTACT INFORMATION

For all return, refund, or warranty enquiries, please contact:

📧 Email: support@vitalexwellness.com
📞 Phone: (Insert your number)