At Vital HQ, we are committed to providing high-quality health and wellness products to support your well-being. We understand that purchasing braces and posture supports is an important decision for your health, and we want to ensure you're satisfied with your purchase.

1. Return Eligibility

We offer a 30-day return policy for items purchased through our website. To qualify for a return, the following conditions must be met:

• The product must be unused, unwashed, and in its original packaging with all tags and labels attached.
• Products must be returned within 30 days of the delivery date.
• Due to health and hygiene reasons, we cannot accept returns on products that have been worn or used unless they are faulty or defective.
• Items on sale or clearance are not eligible for returns, except where required by law.

2. How to Return a Product

If you wish to return a product, please follow these steps:

• Contact Us: Reach out to our customer service team at info@vitalhq.com.au within 30 days of receiving your order. Provide your order number and the product you wish to return.
• Return Authorisation: Once your return request is approved, we will provide you with a Return Authorisation (RA) number and return instructions.
• Packaging: Carefully pack the item(s) in the original packaging to ensure they are protected during transit. Include all original tags, accessories, and manuals.
• Shipping: Return the product to the address provided by our customer service team. Please use a trackable shipping method for your return as we are not responsible for lost or damaged return shipments.

3. Refunds

Once we receive and inspect your returned item(s), we will process your refund. Refunds will be issued to the original payment method within 7-10 business days. Please note, shipping fees are non-refundable unless the item was faulty or damaged upon arrival.

4. Faulty or Damaged Products

If your product is faulty or damaged upon arrival, we sincerely apologise for the inconvenience. Please contact us immediately at [Customer Service Email] or [Customer Service Phone Number] with your order details and photos of the issue. We will offer a replacement or a full refund, including shipping costs.

5. Exchange Policy

We do not offer direct exchanges. If you wish to exchange a product, please return the original item for a refund and place a new order for the item you'd like to receive.

6. Non-Returnable Items

For hygiene and health reasons, the following items cannot be returned:

• Braces, posture supports, or any other product that has been opened, used, or worn.
• Items that have been customised or personalised.

7. Shipping Costs for Returns

The customer is responsible for return shipping costs unless the item is faulty or incorrect. We recommend using a trackable shipping service for your return to ensure the product is returned safely.

8. Changes to the Returns Policy

We reserve the right to update or change our returns policy at any time. Any updates to this policy will be posted on our website, and the date of the most recent revision will be indicated.