Refund policy
Our goods 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 to compensation for any 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.
What we cover
- Items that arrive damaged, thawed, leaking, or otherwise not in saleable condition.
- Items that are not what you ordered (wrong product, wrong quantity).
- Items that are faulty or not of acceptable quality.
Report the problem within 48 hours of delivery for temperature or condition issues, and within 30 days for wrong or faulty items.
How to start a claim
Email service@vanstylehub.shop with:
- Your order number.
- A short description of the problem.
- Photographs of the item, the packaging and the delivery label.
We reply within 2 business days and will confirm the next step: replacement, refund, or return instructions.
Returns
Because seafood is perishable, we do not ask you to ship frozen product back unless we specifically request it. Where a return is required, we will tell you the address and any packaging instructions in writing before you send anything. Please do not return goods without contacting us first.
Refunds
Approved refunds are issued to the original payment method within 5 to 10 business days of approval. Your bank or card issuer may take additional time to post the credit. Original delivery charges are refunded where the whole order was affected, or where the item arrived damaged or incorrect.
What we cannot cover
- Change-of-mind returns on perishable items once they have been delivered.
- Product that was left out of the freezer, thawed, refrozen or cooked incorrectly after delivery.
- Claims made after the reporting windows above, where the delay has made the problem impossible to assess.
Nothing in this section limits your rights under the Australian Consumer Law.
Cancellations and changes
We pack quickly. Contact us within 2 hours of ordering to change or cancel; once an order has been packed and handed to the carrier it can no longer be recalled, but you may still use the process above.
Chargebacks
Please contact us before raising a chargeback. Most issues are resolved faster by email than by a bank dispute.
Contact
service@vanstylehub.shop | +61 3 5664 9719
807 Koonwarra Inverloch Road, Leongatha South, Victoria 3953, Australia