Refund & Reship Policy

Customers are encouraged to contact us as soon as possible if they experience an issue with an order. We may review requests relating to incorrect items received, products that arrive damaged, parcels that appear lost during delivery, orders affected by significant delivery issues, or other order-related concerns that can be reasonably verified.

General Policy

Eligibility for Review

Requests can generally be reviewed more efficiently when customers contact us promptly, provide complete and accurate order details, respond promptly to follow-up questions, and supply supporting documentation where requested. Incomplete or inaccurate information may delay assessment.

Damaged or Incorrect Orders

If your order arrives with damaged products, or you receive an incorrect item, notify us as soon as reasonably possible. We may request your order number, a clear description of the issue, and clear photographs of the product, packaging, or shipping label. Depending on the outcome of the review, this may lead to a replacement, reshipment, partial refund, full refund, or another suitable resolution.

Delayed or Missing Parcels

Estimated delivery timeframes are general guidance only and are not guaranteed delivery dates. If a parcel appears delayed or missing, we may ask customers to allow a reasonable period before a formal review begins, in line with our Shipping Policy. We may investigate the shipment, communicate with delivery providers, or request further information before determining an appropriate outcome.

Reship Requests

A reshipment may be considered where our review indicates it is an appropriate resolution. Approval is not automatic and depends on the circumstances surrounding the order, available shipment information, and verification of the reported issue. Where approved, a reshipment will be arranged using a method considered appropriate at the time.

Refund Requests

Refund requests are reviewed individually and not automatically approved. We may consider the nature of the issue, information provided, shipping or tracking information, and whether the issue can be reasonably verified. Where a refund is approved, it will generally be processed using the original payment method. The time for refunded funds to appear may vary depending on the payment provider.

Cancellation Requests

Customers who wish to cancel an order should contact us as soon as possible. Cancellation cannot be guaranteed, particularly once an order has been processed, prepared for dispatch, or dispatched. If cancellation is no longer possible, the order continues through normal fulfilment, and any later concerns may be reviewed under this policy.

Information Required From Customers

To assist in resolving an issue efficiently, customers may be asked to provide an order number, full name and email address used for the order, delivery address, description of the issue, photographs, and any other relevant supporting information. Customers are responsible for ensuring shipping and contact information provided at checkout is accurate and complete.

Situations Where Refunds or Reships May Not Be Available

While every request is reviewed fairly, refunds or reshipments may not be available where, for example, incorrect shipping information was provided by the customer, there is a failure to respond to reasonable requests for additional information, there is insufficient evidence to verify the reported issue, the delay resulted from factors outside our reasonable control, or the issue cannot be reasonably substantiated following review.

Review Process

Once a request is received, our team confirms receipt where appropriate, reviews the information provided, requests additional details if required, assesses the circumstances of the order, and determines an appropriate outcome based on the available evidence. Some reviews may take additional time depending on complexity.

Contact Information

If you have questions about this Refund & Reship Policy or need assistance with an order, please contact our customer support team through the contact options available on ModvigilAustralia.com, including your order number and a clear description of the issue.

Shopping cart