Return & Refund Policy

Last updated: 7 November 2026

 

Effective: 7 November 2026

 

• We review product quality, damage, incorrect-item and delivery-related concerns based on the circumstances of each order.
• We encourage customers to report visible issues within 14 calendar days of confirmed delivery for faster assessment.
• Food safety, product quality and statutory consumer rights are assessed separately from ordinary change-of-mind requests.
• Where a return is not necessary or appropriate, Space Vanta may offer a refund, replacement or another suitable resolution without requiring the item to be returned.

 

General Return & Refund Principles

 

Space Vanta aims to resolve product and order concerns fairly, taking into account the condition of the item, the nature of the issue, the order details and applicable consumer protection laws.

 

Where appropriate, we may resolve a case through:

 

• A full or partial refund.
• A replacement or reshipment.
• A refund without requiring the item to be returned.
• Another suitable resolution agreed with the customer.

 

Due to the nature of cross-border retail, returning an item may not always be necessary or practical. However, this does not limit any return, refund, replacement or other rights that customers may have under applicable law.

 

Refunds for affected products are generally calculated using the actual amount paid for those products, after applicable discounts.

 

Damaged, Defective & Quality Issues

 

If an item arrives damaged, defective, expired, spoiled or otherwise fails to meet its described condition, please contact our Customer Care team with your order number and supporting information.

 

Depending on the circumstances, Space Vanta may provide a full refund, partial refund, replacement or another appropriate remedy.

 

For confirmed quality issues, refunds are generally based on the actual amount paid for the affected item.

 

Where shipping compensation applies, it will be assessed according to the affected item, the selected shipping method and the relevant delivery circumstances. Shipping charges attributable to unaffected items are not automatically refundable.

 

Food & Beverage Products

 

Food and beverage concerns may require additional assessment because product condition can be affected by storage, handling, packaging integrity and transportation.

 

Please provide relevant details where possible, including:

 

• Product photographs or videos.
• Expiry or best-before information.
• Batch or lot details, if available.
• When the issue was first noticed.
• Whether the product had been opened.
• Relevant storage conditions.

 

If transit-related damage results in confirmed spoilage, contamination or product deterioration, Space Vanta will assess the affected item for an appropriate remedy, which may include a full refund.

 

If packaging damage creates a potential food safety concern, please stop consuming or using the affected product and contact us promptly. We may request additional information before determining the appropriate resolution.

 

Reporting Period & Assessment

 

We encourage customers to report visible damage, incorrect items, missing items and apparent quality concerns within 14 calendar days of confirmed delivery.

 

Reports made within this period will generally receive priority assessment to help us review the issue promptly.

 

Reports submitted after this period may require additional evaluation. Depending on the product and circumstances, our review may consider:

 

• The nature and severity of the reported issue.
• Product storage and handling requirements.
• Whether the product was opened or used.
• The time elapsed before the issue was reported.
• Product batch, expiry and packaging information.
• Available photographs, videos and other supporting evidence.

 

For products requiring specific storage conditions, such as temperature control or protection from direct sunlight, we may consider whether the stated storage instructions were followed when assessing a delayed claim.

 

The 14-day reporting period is an assessment guideline and does not remove or reduce any statutory consumer rights or remedies that apply to the order.

 

Incorrect, Missing & Not-as-Described Items

 

If you receive an incorrect item, discover that an item is missing, or find that a product materially differs from its description, please contact Customer Care with your order number and supporting information.

 

We will review the order and determine an appropriate resolution, which may include a replacement, refund or other suitable remedy.

 

Where the issue is attributable to Space Vanta, we will take responsibility for the reasonable costs associated with the applicable resolution, subject to applicable law.

 

Change of Mind & Order Cancellation

 

If you change your mind after placing an order, please contact us as soon as possible.

 

Cancellation options depend on the order’s fulfilment and transportation stage, as well as the options available from the relevant carrier.

 

Where cancellation is possible before the order is handed to the carrier, we will generally refund the full amount paid.

 

If the order has already entered the carrier’s network or has departed from its origin port or airport, we will assess whether interception, return or another arrangement is possible.

 

Any deductions, where legally permitted, will be based on reasonable costs that have actually been incurred and cannot be recovered.

 

For delivered orders, change-of-mind requests are assessed according to the product type, its condition and the consumer rights applicable to the destination market.

 

Certain product categories may be subject to legal exceptions or specific return conditions.

 

Address Errors & Delivery Issues

 

Please check your delivery details carefully before completing your order.

 

If an address error is caused by information incorrectly entered or processed by Space Vanta, we will take responsibility for the reasonable correction and redelivery costs.

 

If the address provided by the customer is incorrect, reasonable additional costs arising from address correction, redirection or redelivery may be payable by the customer.

 

The actual circumstances and available carrier services will be considered before any additional charge is applied.

 

If your tracking information shows that an order has been delivered but you have not received it, please contact Customer Care so we can investigate with the carrier.

 

Return & Replacement Arrangements

 

Space Vanta will assess whether a return is necessary before asking a customer to send an item back.

 

Where appropriate, we may resolve a case without requiring a physical return, particularly where cross-border return transportation would be impractical.

 

If a return is required, Customer Care will provide the relevant instructions and clarify responsibility for the return shipping costs.

 

For issues attributable to Space Vanta, we will cover reasonable return or replacement costs where required by applicable law.

 

For change-of-mind returns, customers may be responsible for return shipping costs where permitted by applicable law and where the relevant conditions were disclosed before purchase.

 

Refund Processing

 

Approved refunds will generally be issued to the original payment method.

 

The amount refunded will depend on the approved resolution and applicable consumer protection requirements.

 

Once a refund has been initiated, the time required for the funds to appear in the customer’s account may depend on the payment provider, card issuer or financial institution.

 

Any applicable shipping refund or compensation will be assessed separately from the product refund.

 

How to Submit a Claim

 

To report a product or order issue, please contact our Customer Care team through the Contact page or the support email listed on our website.

 

Please include:

 

• Your order number.
• A brief description of the issue.
• The date you first noticed the issue.
• Clear, genuine photographs or videos where relevant.
• Any additional product or delivery information requested by our team.

 

For food and beverage concerns, please retain the product packaging and relevant batch or expiry information where reasonably possible. If you suspect a food safety issue, stop consuming the affected product.

 

Some cases, particularly those involving transportation damage or potential food safety concerns, may require additional investigation. We will review the available information and communicate the next steps.

 

Your Consumer Rights

 

This Policy is intended to explain Space Vanta’s general return and refund procedures. It does not exclude, restrict or replace any rights or remedies that cannot lawfully be excluded under the consumer protection laws applicable to your purchase.

 

Where mandatory consumer protection laws provide a more favourable right or remedy, those legal requirements will prevail.