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Pure VialAU
Pure Vial

Refund & Returns Policy.

Last updated: 16 July 2026 · Pure Vial · Victoria, Australia · ABN 71 698 744 268 · support@purevial.shop

This Refund & Returns Policy explains when you can return an item bought from www.purevial.shop, how refunds are issued, and your rights under the Australian Consumer Law (ACL). This policy is provided in addition to, and does not limit, your rights under the ACL.

1. Your Rights at a Glance

  • Faulty, damaged, unsafe or not as described: full refund, replacement or repair, your choice for major failures.
  • Wrong item sent: free replacement of the correct item, or a full refund.
  • Change of mind (unopened, sealed items only): return within 30 days of delivery for a refund of the product price (return postage at your cost).
  • Opened liquid products: for hygiene, safety and product-integrity reasons we cannot accept change-of-mind returns once the tamper seal has been broken. Your ACL rights for faulty product still apply.

2. Return Window

  • Change of mind: request return within 30 days of delivery.
  • Damaged in transit: notify us within 48 hours of delivery with photos.
  • Faulty / not as described: notify us as soon as the fault becomes apparent, within a reasonable time.
  • Wrong item: notify us within 7 days of delivery.

3. Condition of Returned Items (Change of Mind)

To be eligible for a change-of-mind refund, items must be:

  • Unopened, with the original tamper seal intact.
  • In original, undamaged retail packaging.
  • Accompanied by proof of purchase (order number or receipt email).

Items that are opened, used, damaged by the customer, or missing packaging are not eligible for a change-of-mind refund.

4. How to Request a Return or Refund

  1. Email support@purevial.shop with your order number, the item(s) affected, the reason for return, and photos where relevant (damage, wrong item, fault).
  2. We will reply within 1 business day with instructions and, where applicable, a return address.
  3. Do not ship items back before receiving return instructions, unauthorised returns may not be processed.

5. Return Shipping Costs

  • Our fault (damaged, faulty, wrong item, not as described): we pay return shipping. We will send you a prepaid label or reimburse reasonable postage.
  • Change of mind: you pay return shipping. We recommend tracked postage, we cannot refund items that do not reach us.
  • Original outbound shipping charges are refunded only where the return is due to our fault.

6. Refund Processing

  • Once we receive and inspect the return (or, for damaged goods, once photos are approved), we will process your refund within 3 business days.
  • Refunds are issued to the original payment method (card via Stripe). Depending on your bank, funds can take a further 3-10 business days to appear on your statement.
  • You will receive an email confirmation when the refund is issued.
  • Where you prefer, we can offer a replacement or store credit in place of a refund.

7. Cancellations

Because we dispatch within 1 business day, we can only cancel an order if it has not yet been packed. Email support@purevial.shop as soon as possible. If the order has already shipped, treat it as a return under this policy.

8. Damaged or Incorrect Orders

If your order arrives damaged or contains the wrong item, email support@purevial.shop within 48 hours of delivery with your order number and clear photos of the outer packaging, the product and (for wrong items) the packing slip. We will arrange a free replacement or full refund, including any shipping paid, at your choice. You do not need to return damaged items unless we specifically request it.

9. Non-Returnable Items

  • Opened liquid products where the tamper seal has been broken (hygiene & product integrity).
  • Items marked "final sale" or "clearance" at time of purchase (change of mind only, ACL rights still apply).
  • Free gifts or promotional items received with an order.

10. Australian Consumer Law (ACL)

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 to 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 your ACL rights. Where the ACL provides you with a greater remedy than this policy, the ACL prevails.

11. Contact

Pure Vial · Victoria, Australia · ABN 71 698 744 268
Email: support@purevial.shop (responses within 1 business day)

Complaints that cannot be resolved with us may be escalated to Consumer Affairs Victoria or the equivalent body in your state or territory.

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