Introduction

At ModvigilAustralia.com, we aim to provide a reliable, transparent and customer-focused shopping experience. While we take care with order processing and delivery support, we understand that issues can occasionally arise.

This Refund & Reship Policy explains how we review requests for refunds, replacements and reshipments. Each request is assessed individually, based on the circumstances of the order, the information provided and any supporting evidence available.

Submitting a request does not guarantee that a refund, replacement or reshipment will be approved.

General Policy

Customers are encouraged to contact us as soon as possible if they experience an issue with an order.

Where appropriate, we may review requests relating to:

• Incorrect items received
• Products that arrive damaged
• Parcels that appear to be lost during delivery
• Orders affected by significant delivery issues
• Other order-related concerns that can be reasonably verified

All requests are considered on a case-by-case basis. The outcome will depend on the individual circumstances and the information available at the time of review.

Eligibility for Review

To help us assess your request efficiently, please contact our customer support team promptly after becoming aware of the issue.

Requests can generally be reviewed more efficiently when customers:

• Provide complete and accurate order details
• Respond promptly to any follow-up questions
• Supply supporting documentation where requested
• Cooperate throughout the review process

Incomplete or inaccurate information may delay the assessment of your request.

Damaged or Incorrect Orders

If your order arrives with damaged products, or you receive an incorrect item, please notify us as soon as reasonably possible.

To help us investigate, we may request information such as:

• Your order number
• A clear description of the issue
• Clear photographs of the product, packaging or shipping label where applicable
• Any other relevant information that may assist our review

Once the information has been assessed, we will determine the most appropriate resolution based on the circumstances. Depending on the outcome of the review, this may include a replacement, reshipment, partial refund, full refund or another suitable resolution.

Delayed or Missing Parcels

Estimated delivery timeframes are provided as general guidance only and should not be treated as guaranteed delivery dates.

Delivery times may vary due to factors outside our control, including:

• Postal or courier delays
• Customs or border processing
• Public holidays
• Severe weather events
• High shipping volumes
• Other unforeseen logistical disruptions

If a parcel appears to be delayed or missing, we may ask customers to allow a reasonable period for delivery before a formal review begins.

Where appropriate, we may investigate the shipment, communicate with relevant delivery providers or request additional information from the customer before determining whether further action is appropriate.

Reship Requests

A reshipment may be considered where our review indicates that it is an appropriate resolution.

Approval of a reship request is not automatic and will depend on factors including:

• The circumstances surrounding the order
• Available shipment information
• Verification of the reported issue
• Compliance with this policy

Where a reshipment is approved, it will be arranged using a method considered appropriate for the circumstances at the time.

Refund Requests

Refund requests are reviewed individually and are not automatically approved.

When assessing a request, we may consider factors including:

• The nature of the issue reported
• Information provided by the customer
• Shipping or tracking information where available
• Whether the issue can be reasonably verified
• Any previous communication relating to the order

Where a refund is approved, it will generally be processed using the original payment method where reasonably possible.

The time required for refunded funds to appear may vary depending on the payment provider or financial institution.

Cancellation Requests

Customers who wish to cancel an order should contact us as soon as possible.

Cancellation requests cannot be guaranteed, particularly if an order has already been processed, prepared for dispatch or dispatched.

If cancellation is no longer possible, the order will continue through the normal fulfilment process. Any later concerns may be reviewed under this policy.

Information Required From Customers

To assist us in resolving an issue efficiently, customers may be asked to provide:

• Order number
• Full name used for the order
• Email address associated with the purchase
• Delivery address
• Description of the issue
• Photographs where relevant
• Supporting documentation where applicable
• Any additional information reasonably requested during the review

Customers are responsible for ensuring that all shipping and contact information provided during checkout is accurate and complete.

ModvigilAustralia.com cannot accept responsibility for issues resulting from incorrect, incomplete or outdated delivery information supplied at the time of purchase.

Situations Where Refunds or Reships May Not Be Available

While every request is reviewed fairly, refunds or reshipments may not be available in circumstances including, but not limited to:

• Incorrect or incomplete shipping information provided by the customer
• Failure to respond to reasonable requests for additional information
• Insufficient evidence to verify the reported issue
• Delivery delays outside our reasonable control
• Requests that are inconsistent with the available shipment or order information
• Requests made after an unreasonable delay without a reasonable explanation
• Circumstances where the issue cannot be reasonably substantiated following review

Each situation is assessed individually, and the outcome will depend on the available information.

Review Process

Once a request is received, our team will:

1. Confirm receipt of the enquiry where appropriate.
2. Review the information provided.
3. Request additional details if required.
4. Assess the circumstances of the order.
5. Determine an appropriate outcome based on the available evidence.

We aim to conduct all reviews fairly, consistently and in good faith. Some reviews may require additional time depending on the complexity of the issue or the availability of relevant information.

Contact Information

If you have questions about this Refund & Reship Policy or need assistance with an order, please contact our customer support team through the contact options available on ModvigilAustralia.com.

When contacting us, please include your order number and a clear description of the issue so we can review your request as efficiently as possible.

We are committed to open communication throughout the review process and will work with you to identify an appropriate resolution where reasonably possible.