1. Overview

At Vault & Crown Pty Ltd (“Vault & Crown”, “we”, “our”, or “us”), we want every customer to be satisfied with their purchase.
This Returns & Refunds Policy outlines your rights and our procedures regarding returns, exchanges, and refunds in accordance with the Australian Consumer Law (ACL).

By making a purchase from vaultandcrown.com, you agree to the terms set out below.

 2. Conditions for Returns

We accept returns under the following conditions:

• The item must be returned within 30 days of delivery.
• The item must be unused, unworn, and in its original packaging, with all tags and accessories included.
• Proof of purchase (receipt or order confirmation) must be provided.

Please note:

• We cannot accept returns for items that show signs of wear, have been resized, altered, or damaged after delivery.
• For hygiene reasons, certain items such as leather straps that have been fitted or used cannot be returned unless faulty.

If the above conditions are not met, Vault & Crown reserves the right to refuse the return or issue partial credit.

3. Change of Mind Returns

If you change your mind about a product, we are happy to offer an exchange or store credit provided:

• The item meets the return conditions stated above; and
• The request is made within the 30-day window.

Refunds for change of mind are not guaranteed and may be issued at our discretion in the form of store credit or exchange only.

4. Faulty or Damaged Items

We take great care in ensuring all products are inspected and packaged securely.
If you receive an item that is faulty, defective, or not as described, please contact us immediately at jon@vaultncrown.com with:

• Your order number
• A clear description of the issue
• Photographic evidence of the fault or damage

Under the Australian Consumer Law, you are entitled to a repair, replacement, or refund for products that are faulty, not as described, or do not perform as expected.
Vault & Crown will assess each claim in accordance with the ACL and provide a fair remedy.

5. Return Process

To initiate a return:

1. Email us at jon@vaultncrown.com with your order number and reason for return.
2. We will provide you with return instructions and a return authorisation number.
3. Securely package the item and include your proof of purchase.
4. Post the item back to the return address provided.

Please do not return any item without prior authorisation, as this may delay processing.

6. Return Shipping Costs

• For faulty, damaged, or incorrect items, Vault & Crown will cover reasonable return shipping costs.
• For change-of-mind returns, customers are responsible for all return shipping costs.
  We recommend using a tracked postal service, as we cannot be held responsible for lost return shipments.

7. Refund Method and Processing Time

Once your return has been received and inspected, we will notify you of the outcome via email.
Approved refunds will be processed using your original payment method or as store credit, depending on the circumstances.

Refunds typically take 3–7 business days to appear in your account, depending on your payment provider.

8. Exchanges

Where possible, we offer exchanges for items of equal value.
If the replacement product is out of stock, a store credit or refund will be issued as appropriate.

9. Non-Returnable Items

The following items cannot be returned unless faulty under the ACL:

• Gift cards or store credits
• Clearance or sale items (clearly marked as final sale)
• Custom or special-order items
• Used or fitted watch straps

10. Our Commitment to Consumer Rights

Nothing in this Policy is intended to exclude or restrict your statutory rights under the Australian Consumer Law.
You are always entitled to a remedy if a product you purchased fails to meet consumer guarantees.

For more information about your rights, you can visit the Australian Competition and Consumer Commission (ACCC) website at www.accc.gov.au.