Refund policy

RETURN AND REFUND POLICY

At VESU, we want you to feel confident trying the VESU Neck Reset Pillow at home. This Return and Refund Policy applies to purchases made through vesu.com.au and operates alongside your rights under the Australian Consumer Law and, for New Zealand customers, the Consumer Guarantees Act 1993.

90-Night Risk-Free Trial

Every VESU Neck Reset Pillow order is backed by our 90-night risk-free trial.

You may request a return within 90 days of receiving your order if the product is not right for you. The trial is designed to let you use the product at home and decide whether it suits your routine.

To be eligible for a return under the 90-night trial, the product must be returned with reasonable care and include the main product and included accessories, where possible.

How to Start a Return

To start a return, please email us at:

support@vesu.com.au

Please include:

Your order number
The email address used at checkout
A brief reason for the return
Photos if the item is faulty, damaged, or incorrect

Please do not send your item back before contacting us. We will provide return instructions and the correct return address.

Return Shipping

For change-of-mind returns under the 90-night trial, customers are responsible for return shipping costs.

We recommend using a tracked shipping service, as we cannot process a refund for items we do not receive.

If your item is faulty, damaged, defective, or not as described, we will cover the reasonable cost of return shipping or provide another suitable resolution in line with your consumer rights.

Refunds

Once your return is received and inspected, we will notify you by email.

If approved, your refund will be issued to your original payment method.

Refunds are usually processed within 5–10 business days after approval, depending on your bank or payment provider.

Original shipping charges, if any, are non-refundable for change-of-mind returns. Since VESU currently offers free shipping within Australia and New Zealand, this will generally not apply unless a paid shipping option has been selected.

Faulty, Damaged, or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, faulty, defective, or you received the wrong item, please contact us as soon as possible at:

support@vesu.com.au

Please include your order number and clear photos of the issue.

We will assess the issue and arrange a replacement, repair, refund, or other suitable remedy in accordance with Australian and New Zealand consumer law.

Warranty

The VESU Neck Reset Pillow is covered against manufacturing defects for 12 months from the date of delivery.

This warranty covers faults arising from normal use.

It does not cover:

Accidental damage
Misuse or improper use
Normal wear and tear
Damage caused by unauthorised modification or repair
Damage caused by failing to follow product instructions

Consumer Guarantees

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

For New Zealand customers, the Consumer Guarantees Act 1993 applies.

Nothing in this policy limits or excludes any rights you may have under applicable consumer laws.

Contact

For returns, refunds, warranty claims, or product issues, contact:

support@vesu.com.au