Delivery & Returns

This website is owned and operated by Virtuate Pty Ltd ACN 644 078 544 (Virtuate, we, us). These terms and conditions (Terms) apply to your use of this website (domain name (Website), including your purchase of any products we make available via the Website (Products).

Please find below the terms pertaining to delivery and refund/returns:

  • Delivery
    1. We try to ensure that all Products are delivered in a prompt and timely manner. However, we rely heavily on third party manufactures and other service providers to manufacture and deliver our Products. From time to time, delays by our third party suppliers and other factors outside of our control may result in delays in delivering Products. Virtuate does not have control over such delays and does not accept any liability for loss or damage suffered by you, or anyone else, as a result of any such delays.
    2. All delivery times provided are estimates only and should not be relied upon as guaranteed times. We will not be liable to you for any loss suffered by you as a result of delays in delivering Products to you, or as a result of your reliance on our estimated delivery times.
    3. Our Products are sourced from manufactures and other suppliers located in various locations, both inside and outside of Australia. All Products are shipped individually regardless of whether the Products are part of the same order, so items may arrive at different times. Due to the time it takes for international deliveries to arrive, our current estimated shipping time-frame is:
      1. 13-20 business days for all Products. This timeframe is for normal circumstances and does not take into account logistics issues that are out of our control, including but not limited to global pandemics, natural disasters, accidents, etc.
    4. Virtuate reserves the right not to ship to remote or rural locations.
    5. You must provide us with a valid delivery address for the delivery of the Products. You will be responsible for any additional re-delivery fees if you specify an incorrect delivery address.
  • Refunds/Returns
    1. It is your responsibility to assess the suitability of our Products prior to making a purchase. We do not offer refunds or exchanges for change of mind.
    2. If you believe you have received the wrong Product, or a faulty or damaged Product, please let us know on the same day you receive the Product and provide us with proof of purchase and photographs or videos evidencing the fault or other issue (if applicable). We reserve the right to request additional evidence from you, if we are unable to determine whether a refund or replacement is warranted based on the photos or videos you initially provide.
    3. If you wish to apply for a refund or replacement, please contact us using the “Contact” page on our Website and we will provide instructions for where to send the item(s). Products must be returned new, unused and in their original packaging within 14 days of the delivery date.
    4. Please note that we do not cover the cost of shipping associated with sending the Products back to us. If your refund or replacement request is approved, the initial cost that we incurred with shipping will be deducted when calculating the refund. We will notify you via email when your request has been processed. Any applicable refund will be made to you using the same payment method you used to make the original purchase. The refund, if granted, may take a few days to process or appear back in your account.
    5. We reserve the right to inspect the returned Product before determining whether a replacement, repair or refund is offered. We may refuse your request for an exchange or refund if the Product has been dealt with, or used contrary to the instructions provided.
    6. We are not responsible for loss or damage to Products while in transit. You may want to consider purchasing tracking/insurance for the Product in case the Product is lost or damaged in the course of being mailed back to us.
    7. This clause 11 should be read subject to clause 18 (Non-Excludable Rights) and clause 19 (Limitation of liability) - full terms and conditions can be found here.