Refund & Returns Policy

Last updated: September 2026

Vault & Co wants customers to receive products that match their order and are of acceptable quality.

This Refund & Returns Policy explains our voluntary return process and the rights available to customers under the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law or other applicable laws.

1. Faulty, Damaged or Incorrect Products

If you receive a product that:

• arrives damaged;

• is faulty;

• is significantly different from its description; or

• is not the product you ordered,

please contact us at admin@thefanclubco.com as soon as reasonably possible.

Please include:

• your order number;

• your name;

• a description of the issue; and

• photographs or other evidence where reasonably requested.

We will assess the issue and determine the appropriate remedy in accordance with applicable consumer law.

Depending on the circumstances, this may include a repair, replacement or refund.

2. Change-of-Mind Returns

Vault & Co offers a voluntary change-of-mind return policy for eligible products.

Change-of-mind return requests must be made within 3 days of delivery, provided the product:

• is unused;

• is in its original condition;

• is returned with its original packaging and tags where applicable; and

• includes proof of purchase.

Change-of-mind returns must be approved by Vault & Co before the product is returned.

Customers are responsible for return shipping costs for approved change-of-mind returns unless otherwise required by law.

This voluntary change-of-mind policy does not limit or replace any rights you may have under the Australian Consumer Law.

3. Non-Returnable Items

For hygiene reasons, personal grooming products such as shavers, trimmers and hair clippers cannot be returned for change of mind once they have been opened or used.

This restriction does not affect your rights under the Australian Consumer Law.

If a product is faulty, unsafe, not fit for its intended purpose, significantly different from its description, or otherwise covered by a consumer guarantee, please contact us so we can provide the appropriate remedy.

4. Sale Products

Products purchased during a sale or promotional period may still be covered by applicable consumer guarantees.

A sale price does not remove your rights under the Australian Consumer Law.

Eligible sale products may be returned for change of mind subject to the conditions in this policy.

5. Return Approval

Please contact us before sending any product back.

Do not send a return to a supplier, manufacturer or fulfilment location unless Vault & Co has specifically instructed you to do so.

We will provide the appropriate return instructions where a return is approved.

6. Return Condition

For approved change-of-mind returns, products must be returned unused and in their original condition, with original packaging and tags where applicable.

If a product is returned in a condition that does not meet the applicable change-of-mind return requirements, we may be unable to approve the return.

These conditions do not limit any rights you have under applicable consumer law.

7. Refunds

Once an approved return has been received and assessed, an applicable refund will generally be processed through the original payment method where reasonably possible.

Refunds generally take 5–10 business days to appear after processing, depending on the payment provider or financial institution.

If a refund or other remedy is required because of a problem covered by the Australian Consumer Law, Vault & Co will provide the appropriate remedy in accordance with the law.

8. Return Shipping Costs

For approved change-of-mind returns, the customer is generally responsible for the cost of returning the product.

Where a product is faulty, damaged, incorrect or otherwise covered by an applicable consumer guarantee, Vault & Co will address reasonable return shipping costs and other applicable costs in accordance with the Australian Consumer Law.

9. Late or Missing Refunds

If you have been notified that a refund has been processed but it has not appeared after a reasonable period, first check with your payment provider or financial institution.

If you still cannot locate the refund, contact us at admin@thefanclubco.com and we will assist.

10. Contact Us

To request a return or discuss a refund, contact:

Vault & Co
Melbourne, Victoria, Australia
Email: admin@thefanclubco.com
Phone: +61 494 023 149

Please include your order number and a clear description of the issue so we can assist you efficiently.