Refund & Returns Policy

Effective Date: 11 August 2026

At Vibrant Relief, we want you to feel confident when shopping with us. We carefully select our pain relief, recovery and wellness products with quality, comfort and everyday usability in mind.

If something isn’t right with your order, our support team is here to help.

30-Day Returns

We accept eligible returns within 30 days of receiving your order.

To be eligible for a change-of-mind return:

  • The item must be unused and unopened.
  • It must be returned in its original packaging.
  • The item must be in resaleable condition.
  • Proof of purchase or your order number must be provided.
  • You must contact us before returning the item.

For approved change-of-mind returns, customers are responsible for the cost of return shipping.

Please do not send a product back without first contacting us, as we need to provide the appropriate return instructions.

Health & Hygiene Products

Because many Vibrant Relief products are designed for personal use, recovery and wellness, certain products cannot be returned for change of mind once they have been opened or used.

This may include:

  • Massage and personal wellness devices
  • Products that come into direct contact with the body
  • Compression or wearable products
  • Personal care products
  • Other hygiene-sensitive products

This restriction does not affect your rights under Australian Consumer Law if an item is faulty, unsafe, damaged or otherwise fails to meet a consumer guarantee.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us as soon as reasonably possible.

To help us assess the issue quickly, please provide:

  1. Your order number
  2. A description of the problem
  3. Clear photographs or video showing the issue where reasonably required

Depending on the circumstances and your rights under Australian Consumer Law, an appropriate remedy may include a repair, replacement or refund.

Please do not attempt to repair, modify or dispose of the product before contacting us, as this may make it more difficult for us to assess the issue.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under Australian Consumer Law.

Where a product has a major failure, you may be entitled to choose a refund or replacement and may also be entitled to compensation for other reasonably foreseeable loss or damage.

For a problem that is not a major failure, we may be entitled to provide an appropriate remedy within a reasonable time.

Change of Mind

We understand that sometimes you may simply change your mind.

Eligible unused and unopened products may be returned within our 30-day return period, subject to the conditions outlined above.

Change-of-mind returns do not apply to products that have been opened or used where health, hygiene or personal-use considerations prevent the product from being resold.

Unless otherwise stated or required by law, return shipping costs for change-of-mind returns are the customer's responsibility.

Sale & Promotional Items

Products purchased during a sale, promotion or using a discount code remain covered by your rights under Australian Consumer Law.

If we choose to restrict change-of-mind returns for particular clearance or promotional products, this will be clearly stated at the time of purchase.

A promotional or discounted price does not remove your statutory rights where a product is faulty or otherwise fails to meet a consumer guarantee.

Order Cancellations

If you need to cancel or change an order, please contact us as soon as possible after placing it.

We'll do our best to accommodate your request. However, because orders may enter processing quickly, we cannot guarantee that an order can be changed or cancelled once processing has begun.

Once an order has been dispatched, it cannot normally be cancelled and will instead need to follow the applicable return process after delivery.

Shipping Delays

We work to have orders processed and delivered within the estimated timeframes provided.

Occasionally, delays may occur due to courier networks, weather, customs, peak periods or other circumstances outside our direct control.

A shipping delay alone does not automatically qualify an order for a refund. However, this does not limit any rights you may have under Australian Consumer Law.

If your tracking has not updated for an extended period or you believe your parcel may be lost, please contact us so our team can investigate.

Refund Processing

Once a refund has been approved, it will be issued to your original payment method.

Please allow approximately 5–10 business days for the refund to appear, depending on your bank or payment provider.

Processing times after we issue a refund are controlled by your financial institution and may vary.

How to Start a Return

Before returning an item, please contact the Vibrant Relief customer support team.

Please provide your:

  • Order number
  • Name and email address used for the order
  • Reason for the return
  • Photos or video where relevant

Once your request has been reviewed, we'll provide the appropriate return instructions.

Please do not send your item to an address without receiving return instructions from us first.

Contact Us

If you have any questions about a return, refund or problem with your order, please contact our customer support team through the Contact Us page on our website.

We aim to make the process as straightforward as possible and will work with you to find an appropriate solution.