Refund policy

Returns and Refunds

We want you to love your VECCA order. If something isn't right, here's how we'll fix it.

30-day change of mind returns

You can return unused items in their original packaging within 30 days of delivery for a refund to your original payment method. Filter cartridges must be unused and still sealed. Return shipping for change of mind returns is paid by the customer.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty or isn't what you ordered, contact us within 30 days of delivery with your order number and a photo of the issue. We'll send a replacement or give you a full refund, and we'll cover any return shipping.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

How to start a return

Contact us through the contact page on our website with your order number and the reason for the return. We'll reply with the return address and instructions. Please don't send items back without contacting us first, as returns sent without approval can't be processed.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are processed to your original payment method within 5-10 business days. Your bank may take a few extra days to show the credit.

Cancellations

Need to cancel? Contact us as soon as possible. If your order hasn't been dispatched yet, we'll cancel it and refund you in full.