Refund and Return Policy

1. YOUR STATUTORY RIGHTS

Nothing in this Policy limits or waives any right you have under the Consumer Protection Act 2019 or other applicable law. You have a statutory right to return goods that are:

• Not of satisfactory quality (i.e., not meeting the standard a reasonable person would regard as satisfactory having regard to description, price, and all other relevant circumstances)
• Not fit for purpose (i.e., not fit for the particular purpose made known to the Vendor at the time of purchase, or not fit for the purpose for which such goods are commonly supplied)
• Not as described (i.e., do not match the description, sample, or model shown on the Platform)
• Counterfeit or inauthentic

2. RETURN WINDOW & CONDITIONS

2.1 Standard Return Window

You may initiate a return request within 7 days of the confirmed delivery date ("Return Window"), subject to the following conditions:

• Goods must be unused and in their original condition
• Original packaging, tags, labels, and accessories must be intact
• Proof of purchase (order number) must be provided
• The reason for return must fall within the accepted grounds set out in Section 3

2.2 Extended Return Window for Defective Goods

For goods that are defective but the defect was not reasonably discoverable upon delivery, the return window is extended to 30 days from the date of delivery, or such longer period as the applicable manufacturer warranty provides.

2.3 Non-Returnable Items

The following items are generally non-returnable (save for statutory rights in cases of defect or misdescription):

• Perishable food items and fresh produce
• Intimate/undergarment items (for hygiene reasons), unless defective
• Digital downloads and software products once accessed
• Customised or personalised goods made to Buyer specifications
• Goods with broken seals where the seal was for hygiene or health protection purposes, once the seal is broken

3. ACCEPTED GROUNDS FOR RETURN

• Item received is materially different from the listing description
• Item is damaged or defective on arrival
• Wrong item received
• Item has a missing component(s) not disclosed in the listing
• Counterfeit or inauthentic item delivered contrary to the listing's authenticity claim
• Item not received within the stated delivery timeframe (where Vicsmall confirms non-delivery)

4. RETURN PROCEDURE

1. Log into your Vicsmall account and navigate to 'My Orders'
2. Select the relevant order and click 'Request Return'
3. Select the applicable reason for return and upload photographic/video evidence of the issue
4. Vicsmall will review your request and respond within 2 business days
5. Upon approval, you will receive return instructions (including the return address and, where applicable, a prepaid return label)
6. Ship the item using a trackable shipping service; you are responsible for the item until it is received by the Vendor/Vicsmall
7. Upon confirmation of receipt and inspection of the returned item, refund processing will commence

5. REFUND TERMS

5.1 Refund Processing Timeline

• Credit/Debit Card: 5–10 business days from approval of refund
• Bank Transfer: 3–5 business days from approval of refund
• Vicsmall Wallet Credit: 1–2 business days

5.2 Refund Amount

• Where the full order is returned: full purchase price including delivery charges paid by the Buyer
• Where a partial order is returned: pro-rata refund of the purchase price
• Return shipping costs are borne by the Buyer unless the return is due to Vendor error, defect, or misdescription

5.3 Refund to Original Payment Method

Refunds will be issued to the original payment method used for the purchase unless: the payment method is no longer active; or the Buyer requests and Vicsmall approves an alternative method.

6. DISPUTES

Where a Buyer and Vendor disagree on the validity of a return claim, Vicsmall's Customer Experience Team will investigate and make a binding determination. The determination will consider: photographic/video evidence submitted; Vendor and Buyer representations; Vicsmall's internal review of the original listing; and applicable statutory rights.

Vicsmall's decision under this Section 6 does not prejudice a Buyer's right to pursue a complaint with the Federal Competition and Consumer Protection Commission (FCCPC).

7. VENDOR OBLIGATIONS

Vendors are required to fund valid refunds approved by Vicsmall through a deduction from their pending settlement or vendor wallet. Repeated or systemic refund patterns may result in Vendor account suspension or termination under the Vendor Terms & Agreement.