Refund policy

We want you to feel the difference with Verta Relief. If something is not right, this policy explains how to return your order and how refunds are processed.

Return window

You have 90 days from the date your order was delivered to request a return. To be eligible, items must be unused, in their original condition, and in the original packaging with all seals intact where applicable. Proof of purchase is required.

Items we cannot accept

  • Items that have been used, worn, washed, or altered.
  • Items returned outside the 90-day window.
  • Items marked as final sale or gift cards.
  • Items returned without prior authorisation from our team.

How to start a return

  1. Email hello@vertarelief.com with your order number and the reason for the return.
  2. Our team will reply within one business day with return authorisation and the return address.
  3. Post your item to the address we provide. We strongly recommend using a tracked service, as we are not responsible for items lost in transit on their way back to us.

When your refund is processed

Your return must be received and inspected before a refund can be issued. Once your return arrives and has been inspected, we will send you an email to confirm whether your refund has been approved.

Approved refunds are processed to your original payment method within five business days of inspection. Please allow an additional three to five business days for the funds to clear back into your account, depending on your bank or card provider.

Return shipping costs

Return shipping is the customer's responsibility unless the item arrived faulty, damaged, or was sent in error. In those cases we will cover return postage or arrange a prepaid label after inspection.

Exchanges

The fastest way to exchange is to return the original item for a refund and place a new order for the item you want. This avoids delays while we wait for stock to be reserved.

Faulty or incorrect items

If your order arrived faulty, damaged, or different from what you ordered, contact us within seven days of delivery at hello@vertarelief.com with photos and your order number. We will make it right with a replacement or refund, including covering return postage.

Your consumer rights

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under Australian Consumer Law, including the right to a replacement or refund for a major failure.

Contact

Questions about a return? Email hello@vertarelief.com and we will look after you.