Refund Policy

1. Our Commitment

Your satisfaction is a priority. If you are not completely satisfied with your purchase, we offer a straightforward refund and exchange policy as outlined below.

2. Return Eligibility

To be eligible for a return, items must:

  • Be returned within 30 days of the purchase date.
  • Be in their original condition: unworn, unused, with all tags attached.
  • Include the original receipt or proof of purchase.
  • Be in their original packaging (where applicable).

Certain items are non‑returnable:

  • Customised or personalised products.
  • Items purchased during clearance/sale events (unless faulty).
  • Products that have been washed, worn, or damaged by the customer.

3. How to Initiate a Return

To return an item, please follow these steps:

  1. Contact our customer service team at returns@vividmemory.vip or call +61 3 4762 9150.
  2. Provide your order number, item details, and reason for return.
  3. Our team will issue a Return Merchandise Authorisation (RMA) number.
  4. Package the item securely and include the original receipt or a copy.
  5. Ship the item to the address provided by our team. You may use a tracked shipping method.

4. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, a refund will be issued to your original payment method within 5‑10 business days.

If you used a discount code or voucher, the refunded amount will reflect the discounted price paid.

5. Exchanges

If you wish to exchange an item for a different size, colour, or product, please mention this in your return request. We will hold the desired item (if in stock) and process the exchange once the return is received.

6. Damaged or Faulty Items

If you receive an item that is damaged, defective, or not what you ordered, please contact us within 48 hours. We will arrange a replacement or full refund, including any shipping costs incurred.

7. Non‑Refundable Items

The following are not refundable:

  • Gift cards
  • Downloadable/software products
  • Shipping fees (unless the item was faulty)

8. Late or Missing Refunds

If you haven’t received your refund after the stated period, please check your bank account again. Then contact your credit card company or bank. If the issue persists, contact us directly – we’ll be happy to assist.

9. Contact Information

For any return questions, please write to returns@vividmemory.vip or call us during business hours.

Reach our support desk by telephone on +61 3 4762 9150, or send written correspondence to our registered business premises at 833 Collins St, Docklands VIC 3008, Australia.