Refund, Returns & Warranty Policy
At Vanity Vault, we take pride in providing high-quality products and exceptional customer service. If you experience an issue with your order, we are committed to working with you to find a fair and timely resolution.
Important: This policy operates alongside your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.
Australian Consumer Law
Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
If a product has a major failure, the customer may be entitled to reject the product and choose a refund or replacement in accordance with Australian Consumer Law.
If the failure is not major, Vanity Vault is generally entitled to provide an appropriate repair or replacement remedy within a reasonable period.
Consumer guarantee rights apply independently of any express warranty provided by Vanity Vault and may continue after an express warranty period has ended, depending on the nature, price and expected durability of the product.
Change of Mind and Order Cancellations
Please choose carefully. Vanity Vault is not required to provide a refund, exchange or store credit where a customer simply changes their mind, chooses the wrong product, changes their preferred colour or size, or no longer requires the product.
As many of our products are large furniture items and stock may be ordered, allocated or reserved specifically for a customer, all change-of-mind cancellation requests are subject to approval by Vanity Vault.
Cancellations requested within 48 hours: Where the cancellation is approved and the order has not entered preparation, allocation or dispatch, the customer will receive a full refund.
Cancellations requested more than 48 hours after purchase: Where the cancellation is approved, the customer will receive a 50% refund of the purchase price. The remaining 50% is retained to cover administration, payment processing, supplier, stock allocation, storage, handling and other costs associated with the order.
Once an item has entered the dispatch process, been dispatched, delivered or collected, it cannot be cancelled or returned for change of mind unless Vanity Vault expressly agrees otherwise in writing.
This section does not apply where a customer is entitled to a remedy under Australian Consumer Law.
Pre-Order Items
A product marked as pre-order is not currently available for immediate dispatch. By purchasing a pre-order product, the customer reserves stock expected to arrive at a future date.
Any pre-order arrival, availability, collection or dispatch date displayed on our website or provided by our team is an estimate only.
The estimated timeframe may change due to manufacturing schedules, international shipping, customs processing, port congestion, freight delays, weather, supplier delays or other circumstances outside Vanity Vault's reasonable control.
By placing a pre-order, the customer acknowledges that:
- The product is not available for immediate dispatch or collection.
- The estimated arrival or dispatch timeframe may change.
- Vanity Vault may provide revised timing information where a material delay becomes known.
- A change to an estimated date does not automatically create an entitlement to compensation.
- The customer must ensure their contact and delivery information remains current while awaiting the product.
Pre-Order Cancellations
Within 48 hours of purchase: Where the cancellation is approved and the pre-order has not already been specially ordered, allocated or processed, the customer will receive a full refund.
More than 48 hours after purchase: Where the cancellation is approved, the customer will receive a 50% refund of the purchase price.
Once the pre-order product has arrived, been allocated to the customer, entered the dispatch process, been dispatched or been made ready for collection, cancellation for change of mind may be declined.
Where Vanity Vault is unable to supply a pre-order product, or where a delay becomes unreasonable in the circumstances, the customer retains all rights and remedies available under Australian Consumer Law.
Order Changes
Customers must review all product selections, colours, quantities, delivery details and contact information before completing an order.
Requests to change an order must be submitted as soon as possible. Changes are not guaranteed and may not be possible once stock has been ordered, allocated, prepared, entered production or entered the dispatch process.
Additional costs may apply where an approved change results in increased product, administration, handling, storage or delivery costs.
Damaged Products
Customers should inspect all products and packaging as soon as reasonably possible after delivery or collection.
Transit damage should preferably be reported within 48 hours of delivery.
A failure to report transit damage within 48 hours does not remove any rights the customer may have under Australian Consumer Law.
To report damage, email:
Please include:
- The customer's full name and order number.
- A clear description of the damage.
- Photographs showing the entire product.
- Close-up photographs showing each affected area.
- Photographs of the outer and inner packaging.
- Photographs of the shipping label and consignment label.
- Video footage where reasonably requested to demonstrate an electrical or functional issue.
Customers should retain the product, all components and the original packaging until Vanity Vault confirms in writing that they may be discarded.
Faulty Products
If a product appears to have a manufacturing defect, please contact Vanity Vault as soon as reasonably possible after discovering the issue.
Vanity Vault may request photographs, videos, serial numbers, component details or reasonable troubleshooting information so that the issue can be assessed accurately.
Customers must not arrange unauthorised repairs, alterations or modifications before allowing Vanity Vault a reasonable opportunity to assess the issue.
Proof of Purchase
Warranty and product claims require reasonable proof that the product was purchased from Vanity Vault.
- An order confirmation.
- A tax invoice or receipt.
- A bank or payment-provider transaction record.
- Another record reasonably demonstrating the purchase.
Assessment and Available Remedies
Vanity Vault will assess each claim based on the nature of the issue, the affected component, the age and condition of the product, the evidence provided and the applicable consumer guarantees.
Depending on the circumstances, an appropriate remedy may include:
- Providing replacement parts or components.
- Arranging or authorising a repair.
- Replacing the affected product.
- Providing a refund where required by Australian Consumer Law.
Where an issue is not a major failure and can be remedied within a reasonable period, Vanity Vault may choose to repair the product or replace the affected component.
Where a product has a major failure, the customer may have the right to reject the product and choose a refund or replacement in accordance with Australian Consumer Law.
Replacement Parts and Components
Many product concerns can be properly resolved by replacing the affected component rather than replacing the entire product.
Where legally appropriate, Vanity Vault may provide a replacement part, component or affected section as the remedy.
Replacement components may include:
- Drawers and drawer fronts.
- Handles, knobs and fittings.
- Glass panels and tabletops.
- Mirror panels or mirror components.
- Hardware and assembly fittings.
- Legs, supports and structural components.
- Hinges and drawer runners.
- LED components and lighting controls.
- Power adapters, chargers and cables.
- Other reasonably replaceable components.
A replaceable missing, damaged or faulty component does not automatically entitle the customer to replacement of the entire product or a full refund.
Missing Parts
Customers should check the contents of all boxes and packaging carefully before reporting a missing component.
Missing parts should preferably be reported within 48 hours of delivery or collection.
Once the missing component has been confirmed, Vanity Vault will arrange for the relevant component to be supplied within a reasonable period.
Courier Damage and Delivery Claims
Although orders are packaged with care, damage can occasionally occur during transport.
Vanity Vault remains the customer's point of contact for products damaged or lost during delivery arranged by Vanity Vault.
Customers may be required to reasonably assist with a courier investigation by providing photographs, packaging information, delivery details or access to the damaged product.
Returns, Replacements & Customer Collection Service
Vanity Vault does not offer a general collection or pick-up service for customers wishing to return, exchange or replace a product.
Where a product is approved for return, assessment, repair or replacement, Vanity Vault will advise the customer of the appropriate process. Depending on the circumstances, this may include returning the product to our warehouse, returning a specific component only, or another return method approved by Vanity Vault.
Customers should not assume that Vanity Vault will collect a product from their home or delivery address simply because a return, repair or replacement has been approved. Approval of a warranty claim, replacement or return does not automatically include a collection service.
Customers must not arrange an unauthorised courier, removal service, transport provider, Airtasker or other third-party service and expect reimbursement from Vanity Vault unless the arrangement and associated cost have been approved by Vanity Vault in writing beforehand.
Where Vanity Vault is legally responsible for reasonable return, transportation or collection costs under Australian Consumer Law, those obligations will be handled in accordance with the law. This may include Vanity Vault arranging an appropriate return method or otherwise covering reasonable transportation costs where required.
Nothing in this section excludes, restricts or modifies any right or remedy available to a customer under Australian Consumer Law.
Disposal of Damaged Products
Vanity Vault does not generally arrange collection or disposal of damaged products where collection is unnecessary to assess or resolve the claim.
In some circumstances, Vanity Vault may confirm in writing that a damaged product does not need to be returned and may be safely disposed of by the customer.
Unless Vanity Vault agrees otherwise in writing before an expense is incurred, customers are responsible for arranging and paying for any voluntary disposal, recycling, waste-removal or tipping service they choose to use.
Without prior written approval, Vanity Vault does not agree to reimburse:
- Tip or waste-facility fees.
- Recycling or disposal fees.
- Private rubbish-removal services.
- Labour or lifting charges.
- Airtasker, handyman or contractor charges.
- Trailer, vehicle or equipment hire.
- Travel expenses.
- Storage costs.
This section does not exclude reimbursement or compensation where it is required under Australian Consumer Law.
Delivery Timeframes and Delays
Delivery, dispatch and collection timeframes displayed on our website or provided by our team are estimates unless expressly confirmed as a guaranteed date in writing.
Delays may arise due to freight-provider delays, supplier delays, customs, port congestion, weather events, road closures, peak trading periods, access issues or other circumstances outside Vanity Vault's reasonable control.
A delay does not automatically create an entitlement to compensation. However, the customer retains any rights available under Australian Consumer Law.
Failed Delivery and Incorrect Details
Customers are responsible for providing accurate delivery addresses, contact details and access information.
Additional charges may apply where delivery cannot be completed because:
- The delivery address or contact details were incorrect.
- No authorised person was available to accept delivery.
- Safe access was not available.
- Important access restrictions were not disclosed.
- The customer declined or failed to accept an arranged delivery.
Warranty Coverage
Vanity Vault stands behind the quality of its products.
Furniture warranty: Vanity desks, chairs, stools, storage units and other furniture products are covered by a 12-month express warranty against manufacturing defects from the date of delivery or collection.
Hollywood mirror warranty: Vanity Vault Hollywood mirrors are covered by a 2-year express warranty against manufacturing defects from the date of delivery or collection.
These express warranties are provided in addition to, and do not replace, the consumer guarantees available under Australian Consumer Law.
A replacement product or component does not automatically restart the original express warranty period.
Extended Mirror Warranty
Extended warranty options are available for Hollywood mirrors only.
Customers should contact the Vanity Vault warehouse before or at the time of purchase to discuss available extended warranty options, eligibility, pricing, coverage, exclusions and duration.
An extended warranty is only valid where it has been purchased, recorded and confirmed by Vanity Vault.
Consumable and Electrical Components
LED light strips, replaceable globes, charging cables, USB components, power adapters, rechargeable batteries, switches and similar components may experience ordinary deterioration through regular use.
The express warranty does not cover failure caused by:
- Normal wear resulting from ordinary use.
- Accidental or physical damage.
- Liquid, water or moisture ingress.
- Power surges or unsuitable electrical connections.
- Use with an incompatible adapter, plug, cable or power source.
- Incorrect use or improper storage.
- Unauthorised repairs, alterations or modifications.
Nothing in this section excludes a remedy available under Australian Consumer Law.
What the Express Warranty Does Not Cover
- Normal wear and tear.
- Accidental damage.
- Incorrect assembly or installation.
- Failure to follow supplied assembly or care instructions.
- Misuse, abuse or neglect.
- Use outside the product's intended purpose.
- Overloading drawers, shelves, seating or other components.
- Dragging, dropping or incorrectly moving the product.
- Water, excessive moisture, humidity or liquid damage.
- Power surges or incompatible electrical connections.
- Unauthorised repair, alteration or modification.
- Damage caused by improper cleaning products or chemicals.
These exclusions apply to Vanity Vault's express warranty only and do not exclude rights that cannot lawfully be excluded under Australian Consumer Law.
Assembly and Installation
Customers must follow all assembly, installation, care and safety instructions supplied with the product.
Vanity Vault is not responsible under its express warranty for damage caused by incorrect, incomplete or unsafe assembly or installation.
Commercial Use
Unless a product is expressly advertised as suitable for commercial use, Vanity Vault products are primarily designed for ordinary domestic use.
Commercial use does not exclude any consumer guarantees that legally apply.
Unauthorised Third-Party Costs
Customers should contact Vanity Vault before engaging a third party, arranging repairs or incurring costs in connection with a claim.
Unless approved in writing beforehand, Vanity Vault does not agree to reimburse:
- Assembly or installation fees.
- Disassembly or reassembly fees.
- Airtasker, handyman or contractor charges.
- Electrician or other trade fees.
- Private courier or transport expenses.
- Removal, disposal or tipping fees.
- Storage fees.
- Travel or accommodation expenses.
This section does not exclude a customer's right to recover reasonably foreseeable loss or damage where compensation is available under Australian Consumer Law.
Refund Processing
Where a refund is approved, it will ordinarily be issued to the original payment method used for the purchase.
Once processed by Vanity Vault, please allow approximately 5–10 business days for the refund to appear.
Delivery charges are generally not refundable for an approved change-of-mind cancellation or return.
Where a cancellation is approved more than 48 hours after purchase, the refund amount will be 50% of the purchase price.
Where a product has failed to meet a consumer guarantee, the refund amount and any associated delivery or return costs will be handled in accordance with Australian Consumer Law.
Contact Vanity Vault
For order assistance, damage reports, missing-part claims, warranty claims or questions about this policy, please contact our team.
Please include your full name, order number, a description of the issue and any relevant photographs or videos.
Vanity Vault is committed to assessing and resolving claims fairly, promptly and in accordance with Australian Consumer Law.