Return and Refund Policy

Effective Date: 10 November 2026

At Vivid Vault Co., we believe that an organised home should make everyday life easier, more comfortable and more enjoyable. Whether you have purchased a wall-mounted storage basket to make better use of unused space, a multi-tier rolling cart to keep household essentials within reach, or an eyeglasses storage case to protect your favourite eyewear, we want you to feel confident about your purchase.

We take pride in offering practical storage and organisation products designed to bring greater convenience to your daily routine. If something does not meet your expectations, our customer support team is here to help you understand your available options.

This Return and Refund Policy explains how returns, exchanges, refunds and product-related concerns are handled by Vivid Vault Co.

Our policy is intended to comply with the Australian Consumer Law (ACL), including the consumer guarantees under Schedule 2 of the Competition and Consumer Act 2010 (Cth), as applicable in New South Wales and throughout Australia.

1. Your Consumer Rights Under Australian Law

All products sold by Vivid Vault Co. come with consumer guarantees that cannot be excluded under Australian Consumer Law.

These guarantees mean that products must:

• Be of acceptable quality, taking into account their nature, price and other relevant circumstances.

• Be reasonably fit for any purpose that we have represented they are suitable for.

• Match their descriptions, photographs, specifications and other representations.

• Be free from defects that would make them unacceptable to a reasonable consumer.

• Have the durability, safety and functionality that a reasonable consumer would expect.

For example, a wall-mounted storage basket should perform its intended storage function when installed and used according to the supplied instructions. A multi-tier storage cart should be capable of performing its ordinary intended function, and an eyeglasses storage case should provide the level of protection reasonably expected from its description.

If a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement or refund depending on the nature and seriousness of the problem.

Nothing in this policy is intended to limit, replace or exclude any rights or remedies available to you under Australian Consumer Law.

2. Change-of-Mind Returns

We understand that sometimes a purchase may not turn out to be exactly what you had in mind. You may decide that a storage basket is not the right size for your space, that a rolling cart does not suit your preferred layout, or that an eyewear organiser is no longer needed.

As a voluntary customer service arrangement, Vivid Vault Co. may accept eligible change-of-mind return requests within 30 days after delivery.

To be considered for a change-of-mind return, the following conditions should generally be satisfied:

• The product is unused and remains in its original condition.

• The product has not been damaged, modified or assembled in a manner that prevents resale.

• All included components, accessories, removable parts and instructions are returned.

• The original packaging is retained where reasonably possible.

• You provide your order number or another reasonable form of purchase confirmation.

Certain products that have been installed, assembled, used or exposed to conditions that affect their resale condition may not qualify for a voluntary change-of-mind return.

All change-of-mind requests are subject to our review and approval.

Please note that this voluntary return arrangement does not affect your statutory rights. If a product has a problem covered by Australian Consumer Law, your rights apply regardless of whether the product has been opened, assembled or removed from its original packaging.

3. Products That May Be Returned

Our voluntary return arrangement may cover the following product categories:

Wall-Mounted Storage Baskets

If you discover that a basket does not suit your intended storage arrangement, you may request a change-of-mind return provided the product remains unused and otherwise satisfies the return conditions.

If the basket arrives with damaged mounting components, missing accessories or a manufacturing defect, please contact us so that we can assess the issue under your consumer rights.

Multi-Tier Storage Carts

If a rolling organiser does not fit your available space or match your preferred home arrangement, you may request a voluntary return if it remains unused and eligible.

If wheels, connectors, shelves or structural components are missing or defective, please contact us with a description and photographs of the problem.

Eyeglasses Storage Cases

If an eyewear storage case does not meet your personal preferences, a voluntary return may be considered if it remains unused, complete and in its original condition.

If the case arrives damaged, has defective closures or does not match its advertised description, you may contact us for assistance under Australian Consumer Law.

4. Products Not Eligible for Change-of-Mind Returns

Unless required by applicable law, voluntary change-of-mind returns may not be accepted for:

• Products that have been substantially used or damaged after delivery.

• Items that have been modified, altered or improperly assembled.

• Products with missing parts, accessories or components.

• Items returned in a condition that is materially different from the condition in which they were received.

• Products damaged through misuse, accidental damage or failure to follow reasonable product instructions.

These exclusions do not apply where you have a valid statutory entitlement to a remedy under Australian Consumer Law.

5. Damaged, Defective or Incorrect Products

We understand how disappointing it can be to receive an item that is damaged, incomplete or different from what you ordered.

If your order arrives with any of the following problems, please contact us:

• A cracked, broken or visibly damaged storage basket.

• A rolling cart with defective wheels, unstable structural components or missing assembly parts.

• An eyeglasses case with a broken hinge, faulty closure or other product defect.

• An incorrect product, colour, model or quantity.

• Missing components or accessories that were represented as included.

• Any other issue indicating that the product does not meet the applicable consumer guarantees.

To help us investigate your concern, please provide:

1. Your order number.

2. A clear description of the issue.

3. Photographs or a short video showing the affected product, where reasonably available.

4. Your preferred contact details.

We may request an opportunity to inspect the product or obtain additional information before determining the appropriate remedy.

For a major failure under Australian Consumer Law, you may generally choose between a refund and a replacement. For a minor failure, we may be entitled to provide a free repair or another appropriate remedy within a reasonable time.

Where a problem cannot be resolved within a reasonable time, additional remedies may become available under applicable law.

6. How to Request a Return

To begin a return request, please contact our customer support team using the details below:

Email: [email protected]
Company: CDK Consultants
Contact Person: Shaun Waler

Please use the subject line:

"Return Request – Order #[Your Order Number]"

Include the following information in your message:

• Full name used when placing the order.

• Order number.

• Product name.

• Reason for requesting a return.

• Photographs or supporting information, if relevant.

Our team will review your request and provide further instructions, including the appropriate return arrangements and destination.

Please do not send a product to our business address before receiving return instructions, as the correct return process may depend on the nature of your request.

7. Return Shipping Costs

For voluntary change-of-mind returns, customers are generally responsible for reasonable return shipping expenses unless we expressly agree otherwise.

However, where a product has a confirmed fault or does not meet an applicable consumer guarantee, Vivid Vault Co. will comply with its legal obligations concerning reasonable return costs.

If the product is large, heavy or difficult to transport, we will discuss an appropriate return or collection arrangement in accordance with Australian Consumer Law.

Please retain any relevant postage or transport receipts where you have incurred reasonable expenses returning a product with a confirmed problem.

8. Refund Processing

Once a return has been received, or the relevant product issue has been assessed, we will determine the appropriate outcome in accordance with this policy and applicable law.

Where a refund is approved, it will generally be issued to the original payment method unless another arrangement is agreed with you.

Refund processing involves the following stages:

1. Your return or product complaint is received.

2. Our customer support team reviews the information.

3. Any necessary product inspection or additional assessment is completed.

4. The appropriate remedy is confirmed.

5. An approved refund is submitted for processing.

We aim to submit approved refunds within 5–10 business days after the relevant assessment or return confirmation.

The time required for the refunded amount to appear in your account may depend on your payment provider, financial institution or card issuer.

For a valid statutory refund, we will not use an administrative processing target to delay a remedy that must legally be provided within a reasonable time.

9. Original Shipping Charges

Where a refund is provided because of a failure covered by Australian Consumer Law, any associated refund of delivery charges will be handled in accordance with the applicable legal requirements.

For voluntary change-of-mind returns, original shipping charges are generally non-refundable unless otherwise agreed or required by law.

Any return-related shipping charges will be explained to you before the return is arranged.

10. Exchanges

If you would prefer a different storage solution, such as another style of wall-mounted basket, a different multi-tier cart or another eyewear storage option, you may contact us to ask whether an exchange can be arranged.

Exchanges are subject to product availability and our agreement.

Where an exchange is requested because a product does not meet an applicable consumer guarantee, your statutory rights will take priority over our voluntary exchange arrangements.

11. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing it.

We will make reasonable efforts to stop an order before it enters the fulfilment or dispatch process. However, cancellation may no longer be possible once the order has been packed, dispatched or handed over to a carrier.

If an order cannot be cancelled before dispatch, you may contact us to discuss the available options after delivery.

Nothing in this section limits any cancellation or refund rights you may have under applicable law.

12. Contact Us

We value every customer and aim to handle return and refund enquiries fairly, professionally and transparently.

For questions about this policy or assistance with a purchase, please contact:

Vivid Vault Co.
Business Name: CDK Consultants
Contact Person: Shaun Waler
Business Address: 12 Rosebank Cres, Hurstville NSW 2220, Australia
Return Address: 12 Rosebank Cres, Hurstville NSW 2220, Australia
Email: [email protected]
Website: https://www.vividvaultco.xyz

We appreciate your trust in Vivid Vault Co. and will make reasonable efforts to ensure that every product concern is handled with care and attention.

Your Australian Consumer Rights

This policy is provided in addition to, and does not replace, the rights and remedies available under Australian Consumer Law. You are entitled to exercise those rights independently of any voluntary return arrangements offered by Vivid Vault Co.