Refund policy

Last updated: 19 December 2024

Our Commitment

At Vittra Publishing, we stand behind the quality of our products. This Return and Refund Policy explains your rights and our procedures for returns, refunds, and exchanges.

Business Details:

  • Business Name: Vittra Publishing
  • ABN: 95 935 225 064
  • Email: hello@vittrapublishing.com
  • Address: PO Box 68, Grange QLD 4051, Australia

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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 products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.

What is a Major Problem?

Under the ACL, a major problem occurs when:

  • The product has a problem that would have stopped someone from buying it if they had known about it
  • The product is unsafe
  • The product is significantly different from the sample or description
  • The product doesn't do what we said it would, or what you asked for, and it can't be easily fixed

What is a Minor Problem?

If the problem is minor (not a major problem as defined above), we will repair or replace the item within a reasonable time. If it is not repaired or replaced in a reasonable time, you can choose a refund or replacement.

Our Returns Policy

What We Accept for Return

We accept returns for the following reasons:

  • Defective products - Items with manufacturing defects or quality issues
  • Damaged products - Items damaged during shipping or before delivery
  • Incorrect items - We sent you the wrong product
  • Products not as described - The item doesn't match our description

What We Do Not Accept for Return

We do not accept returns for:

  • Change of mind - You simply changed your mind about the purchase
  • Buyer's remorse - You no longer want the item
  • Incorrect product selection - You ordered the wrong item by mistake

Timeframe for Reporting Issues

Physical Products (Books and Merchandise)

We ask that you contact us within 30 days of delivery to report any defective, damaged, or incorrect items. This helps us address issues promptly and ensures we can investigate with our suppliers and shipping partners.

Important: While we request notification within 30 days, your rights under the Australian Consumer Law extend beyond this timeframe for major problems or defects that take time to become apparent.

Digital Products

Issues with digital products should be reported as soon as possible after download. Digital products (including ebooks, activity sheets, printables, and other downloadable content) cannot be returned once the download link has been sent, except for:

  • Technical issues preventing access or use
  • The product doesn't match its description
  • File corruption or quality issues

How to Request a Return or Refund

Step 1: Contact Us

Email us at hello@vittrapublishing.com with:

  • Your order number
  • Description of the problem
  • Photos of the defective or damaged item (if applicable)
  • Photos of the packaging (if item arrived damaged)

Step 2: Assessment

We will review your request and respond within 3 business days. We may ask for additional information or photos to assess the issue.

Step 3: Approval

If your return is approved, we will:

  • Provide instructions for returning the item
  • Send you a prepaid return label OR reimburse your return postage costs
  • Confirm whether you'll receive a replacement or refund

Note: We may offer to send a replacement without requiring you to return the defective item, particularly for minor defects or low-value items.

Step 4: Return the Item

If we request the item be returned:

  • Package the item securely to prevent damage during transit
  • We recommend using the original packaging if you still have it
  • Use the prepaid return label we provide, or send via a tracked method and keep your receipt for reimbursement
  • Items should be returned within 14 days of our approval

Step 5: Refund or Replacement

Once we receive and inspect the returned item (if return was required):

  • Replacement: We will send a replacement item at no cost to you
  • Refund: We will process your refund within 5-10 business days

Refund Details

What Gets Refunded

For defective, damaged, or incorrect items, you will receive a full refund including:

  • Product cost
  • Original shipping cost

Refund Method

Refunds will be issued to your original payment method via Shopify Payments. Depending on your financial institution, it may take an additional 3-5 business days for the refund to appear in your account.

Store Credit

We do not offer store credit as an alternative to refunds.

Replacement or Refund - Your Choice

For major problems under the Australian Consumer Law, you can choose whether you want:

  • A replacement product, or
  • A full refund

For minor problems, we may offer repair or replacement. If we cannot repair or replace within a reasonable time, you can then choose a refund.

Wrong Item Sent

If we send you the wrong item:

  • This is our mistake and we take full responsibility
  • We will arrange return shipping at no cost to you
  • We will send the correct item immediately
  • You will not be charged for any additional shipping
  • If the correct item is no longer available, we will offer a full refund

Damaged Items

Items Damaged in Transit

While ownership of products transfers to you upon payment, we remain responsible for ensuring items reach you in acceptable condition under Australian Consumer Law.

If your item arrives damaged:

  • Contact us immediately with photos of the item and packaging
  • We will arrange a replacement or refund
  • You will not be charged return shipping
  • We will work with Australia Post to lodge any necessary claims

Items Damaged Before Shipping

If an item was damaged before we shipped it:

  • This is our responsibility
  • We will send a replacement at no cost, or provide a full refund
  • Return shipping costs will be covered by us

Multiple Items in One Order

If you ordered multiple items and only some are defective or damaged:

  • We will replace or refund only the affected items
  • You may keep the items that are not defective
  • Return shipping (if required) will be covered by us for the defective items only

Digital Products

No Returns Policy

Digital products cannot be returned once the download link has been sent to you, as the product has been delivered and is accessible.

Exceptions

We will provide a refund or replacement for digital products if:

  • Technical issues: The file is corrupted, won't open, or has technical problems
  • Not as described: The product content doesn't match our description
  • Wrong product: We sent you the wrong digital file

How to Report Issues with Digital Products

Contact us at hello@vittrapublishing.com with:

  • Your order number
  • Description of the technical issue or problem
  • Device and software you're using (if technical issue)
  • Screenshots if applicable

We will work with you to resolve the issue, which may include:

  • Resending the download link
  • Providing the file in an alternative format
  • Issuing a refund if the issue cannot be resolved

Personalised or Signed Items

We occasionally offer book signing based on customer notes at checkout. For personalised or signed items:

  • These are still covered for defects, damage, or if we sent the wrong item
  • If the item arrives damaged, we will replace it
  • We cannot accept returns based on dissatisfaction with personalisation (as this is done at our discretion based on your request)

Return Shipping

Our Responsibility

We will cover return shipping costs when:

  • The item is defective or damaged
  • We sent the wrong item
  • The item doesn't match its description

We will either:

  • Provide a prepaid return shipping label, or
  • Reimburse your return postage costs (keep your receipt)

Your Responsibility

If you need to return an item for any reason we approve:

  • Use tracked shipping when possible
  • Package items securely
  • Keep your tracking information and receipts

Undeliverable Returns

If you return an item to us and:

  • It's lost in transit (keep your tracking information)
  • It arrives back to us damaged during return shipping
  • Australia Post cannot deliver it back to us

We will work with you in good faith to resolve the situation. Please ensure you:

  • Use tracked shipping for returns
  • Package items securely
  • Provide accurate return address information

Items Not Eligible for Refund

We cannot provide refunds for:

  • Items not purchased from vittrapublishing.com (purchases from third-party retailers like Amazon or bookstores are subject to their return policies)
  • Items purchased as part of promotions where the terms specifically excluded refunds
  • Digital products where the download link has been accessed (except for technical issues or products not as described)

Changes to This Policy

We may update this Return and Refund Policy from time to time to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised policy on our website and update the "Last updated" date.

Contact Us

If you have questions about returns or refunds, or need to report an issue with your order, please contact us:

Email: hello@vittrapublishing.com
Address: Vittra Publishing, PO Box 68, Grange QLD 4051, Australia
ABN: 95 935 225 064

We aim to respond to all enquiries within 3 business days.

Consumer Protection

If you have a complaint that we have not resolved to your satisfaction, you may contact:

Australian Competition and Consumer Commission (ACCC)

Office of Fair Trading Queensland

Your Rights: Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law or other applicable consumer protection laws.