Refund policy
Under the Australian Consumer Law (ACL) consumers are entitled to a refund, repair, or replacement if a product or service is faulty, unsafe, not as described, or fails to meet consumer guarantees.
- If the product you received meets the above description, please contact us within 7 days of receiving the item to organise a solution - we will replace the product and cover the shipping fees, or refund your order.
No refunds for change of mind
VacProtect does not offer Change of Mind returns. Please choose carefully as we do not offer a refund if you change your mind or make a wrong selection. We recommend ensuring that you have the correct canister vacuum to fit the product before ordering.
See below for EU-specific return policy due to EU directive 2011/83/EU.
*Note: Canister vacuums that fit the current VacProtect model are Miele Complete C3 Series and Miele Guard M1.
How to initiate a return
-Email us at admin@vacprotect.com with your order number and reason for return.
-Our team will review your request and provide further instructions.
-If the product is deemed faulty, we will either replace or refund. We may provide a shipping label for you and request that you return it to us so that we can inspect the issue.
Late or missing refunds
Refunds via Shopify Payments typically take 5-10 business days to appear in a customer’s account. The refund status is marked as ‘Pending’ for up to 2 business days while being processed. While usually the funds return within this window, the exact time is dependent on individual bank processing times.
-If a refund is not received within 10 business days, please contact your bank. If your bank cannot assist, please contact us at admin@vacprotect.com.
EU-specific Return Policy
Due to the EU Right of Withdrawal, customers in the EU can cancel/return within 14 days of receiving goods, no reason needed (EU Directive 2011/83/EU).
If an EU-customer chooses to return a product that is not deemed faulty, the customer will be responsible for any return shipping fees.
Conformity of Goods: EU customers have a 2-year statutory guarantee under EU Directive 2019/771. If a lack of conformity or defect becomes apparent within 2 years of the product being delivered, customers are eligible to
- Have the goods repaired or replaced free of charge.
- Receive a price reduction.
- Cancel the contract and receive a full refund.
**The guarantee does not cover normal wear and tear or accidental damage**
Changes to policy
This policy may be updated at the discretion of the website owner. Changes will be posted with the effective date.
By making a purchase from VacProtect, you agree to this Refund Policy.
If you have any questions about this policy, please contact us at admin@vacprotect.com