RETURNS POLICY

We offer a 30-Day Guarantee on all products. If a product doesn’t meet your needs, you can return it within 30 days of receiving your order for a refund of the purchase price, provided it is unused and in its original packaging. Delivery fees are non-refundable.

To help us assess your situation and resolve the issue as quickly as possible, we may request additional information or photos via email.

HOW DO I MAKE A RETURN? 

If you've ordered the wrong item or changed your mind and need to return it, follow these steps: 

1. Contact Us  

   Start your return by reaching out to our Customer Experience Team at info@vzpackaging.com.au.

2. Ensure Items Are in Resalable Condition

   All returning items must be unused and in their original packaging. Our team may request photos of the items to confirm they are in resalable condition.

3. Restocking Fees 

   We will manage the freight and transport for all product returns. A restocking fee will apply to change-of-mind returns to help cover freight costs. This fee varies based on your location and the items being returned. For more details about restocking fees or the returns process, contact us at info@vzpackaging.com.au.
   

INCORRECT OR FAULTY PRODUCTS

We’re sorry if you’ve received an incorrect or faulty product. We’re here to help. Please follow these steps:

1. Contact Us:

   Reach out to our Customer Experience Team as soon as possible via email at info@vzpackaging.com.au with a brief description of the issue, and photos of the incorrect or faulty item.

   
   

2. Return Instructions:

   If a return is necessary, our team will guide you through the process and provide instructions.

   
   

3. Replacement or Refund:

   Once the issue is confirmed, we’ll offer a replacement or refund.

   
   

4. Follow-Up:

   You will receive updates via email throughout the process. For further questions or assistance, contact us directly.

   
   

GETTING YOUR RETURN READY

Once your return request is approved, we will send return labels via PDF to your preferred email address.

1. Print and attach the labels to the items being returned.

2. Notify us when the items are ready for collection.

3. We’ll arrange for our freight carrier to pick up the items and return them to our warehouse.

If any special instructions are required for the pickup, please inform our team to ensure a smooth process. If the items have not been picked up within 7 days, please contact us.

CREDIT/REFUND PROCESSING TIMES

• Inspection and Refund:

  A refund is processed after the goods are returned to our warehouse and inspected, typically within 5–10 business days.

  
  

• Lost in Transit:

  Refunds for lost goods may take approximately 30 days to process while we work with our freight carriers to try and locate or retrieve back the goods.

  
  

• Credit Card Refunds:

  Refunds to credit cards take approximately 5 business days after issuing a credit note or cancelling the order. Please note that credit card refunds are only available to the original payment method used.

Estimated Delivery Times

• Metropolitan delivery - 1-3 business days

• Regional delivery – regional and rural areas can take anywhere between 2-5 business days depending on your location

• To our WA customers – please note your order may take 5-7 business days after we dispatch your order from our Sydney warehouse.

• Collect orders – available at Botany 2019 NSW between Monday - Friday

Shipping to PO Boxes

• Unfortunately, we can not deliver large/bulky items to PO boxes. Small packs can be delivered to PO boxes

Dispatching Your Order

• All orders received before 12pm (AEST) will be dispatched the same day (excluding weekends and public holidays). Orders received after 12pm will be dispatched the next business day.

• Your order will be dispatched with one of our freight partners. Expected shipping times are an estimation our freight partners provide and can vary depending on location.

• If you need to change your delivery address, please contact sales@signet.net.au as soon as possible. Once your order has left our warehouse, we are unable to change any details.

Tracking Your Order

• Once your order has been dispatched, you will receive an email confirmation with your tracking details.

• For regional deliveries, our freight partners may work with local carriers in your area, meaning this can take us longer to confirm tracking details while they work to get your order to you.

Accepting Deliveries

• To make sure that you receive your delivery on time, please ensure that someone is available to receive your order. If you are not available to accept your delivery, we can arrange for an authority to leave goods arrangement at your premises in the event that no one is available to accept your delivery.