Returns & refunds
Returns & Refunds
We want you to feel confident ordering from Vinna. This policy explains change-of-mind returns as well as what happens if something arrives faulty, damaged or incorrect.
30
calendar days
to request a change-of-mind return, from when you receive your order
14
calendar days
to send an approved change-of-mind return, from when you receive return instructions
5
business days
our aim to inspect a returned product and let you know the outcome
5
business days
after approval, we submit your refund to your original payment method
Changed your mind?
You pay return postage
Request a return within 30 calendar days of receiving your order. Products must be unused and in their original condition.
Faulty, damaged or incorrect?
Vinna covers reasonable return postage
Contact us as soon as reasonably possible. Your rights for these products are separate from our voluntary change-of-mind policy.
Change-of-mind returns
You may request a change-of-mind return within 30 calendar days of receiving your order.
To be eligible, products should:
- be unused and in their original condition, suitable for resale
- remain unopened where applicable, with any original hygiene seal intact
- include the original packaging, accessories and components
- come with an order number or another valid proof of purchase
Because some Vinna products are designed for use on the skin, opened or used face paints, glitter and similar hygiene-sensitive products may not be eligible for a change-of-mind return.
Opening the external delivery packaging to inspect your order does not by itself make an item ineligible.
If you are returning a Kit, the complete Kit and its included products and accessories must meet the applicable return conditions.
Please contact us before sending anything back. If your return is approved, we will provide return instructions and the appropriate return address.
Once your return has been approved, please send it within 14 calendar days of receiving the return instructions.
Change-of-mind return shipping
Customers are responsible for return postage for change-of-mind returns.
If you paid a delivery charge when placing your order, the original delivery charge is not refundable for a change-of-mind return.
If your order originally qualified for free shipping, we will not deduct the original shipping cost from your refund. You will only be responsible for the cost of returning the products to us.
Faulty, damaged or incorrect products
If your order arrives faulty, damaged or incorrect, please contact us as soon as reasonably possible with your order number and details of the issue.
We may ask for photographs or other information to help us understand what happened.
Where appropriate, Vinna will provide a prepaid return label or reimburse reasonable return postage.
Depending on the circumstances, we may also determine that returning the product is unnecessary.
Your rights in relation to faulty or non-compliant products are separate from our voluntary change-of-mind return policy.
How to request a return
- Email us with your order number and the reason for your return.
- We review your request.
- If appropriate, we send you return instructions and the return address.
- You send the item back, if a physical return is required.
- We receive and inspect the returned item, then let you know the outcome.
- If a refund is approved, we process it to your original payment method.
Refunds
Once we receive a returned product, we aim to inspect it and notify you of the outcome within 5 business days.
If your refund is approved, we will submit the refund to your original payment method within 5 business days after approval.
Your bank or payment provider may take additional time to make the refunded amount available in your account.
Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify rights or remedies that cannot legally be excluded under the Australian Consumer Law.
Our 30-day change-of-mind period and the conditions applying to change-of-mind returns do not replace or limit any rights you may have in relation to faulty or non-compliant products.
Contact us
To request a return or ask a question about an order, please contact:
Email hello@vinna.com.au
Please do not send products to Vinna before receiving return instructions.