Terms & Conditions

Introduction – T&C’s

We understand that Terms & Conditions (“Terms”, for short) can be boring to read, however, it is extremely important to ensure that all Customers and Site Visitors read and understand these Terms prior to making any purchases or interacting with the Site. While we do our best to ensure the Terms are up-to-date, there may be, at times, omissions or unintentional errors. We will rectify any issues which are reported to Us within a timely manner, and would appreciate all discrepancies you find, reported to Us immediately. Please be aware that these Terms & Conditions do not limit your statutory consumer rights under the Australian Consumer Law (“ACL”, for short).

Read more about your consumer rights – https://www.accc.gov.au/consumers/consumer-rights-guarantees

Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

Get in Touch
should you need to contact us, please follow the link found in the header or footer of our website, or click the following link. We aim to get back in touch generally within 24 – 48 hours.  – https://VSHOP.com.au/contact

Agreement to the Terms & Conditions

These Terms & Conditions constitute a legally binding agreement made between You, whether personally or on behalf of an entity (“You”, “the Customer”, “Your”) and vShop (“We”, “Us”, “Our”, “vShop”), concerning your access to and use of Our website (“http(s)://vshop.com.au”, and its subdomains) as well as any other form of media, media channel, mobile website or mobile application related, linked, or otherwise connected thereto (collectively, the “Site”). You agree that by accessing Our website, you have read, understood and agree to be bound by all the Terms on this page.


By using the Site, you represent and warrant the following:

  1. All information you submit – whether during the registration of an account, submitting an email contact request form, or placing an order with Us – will be accurate, true and complete. You take full responsibility for the information which you submit through Our site and/or its associated services, whether it be your personal details, delivery address, or any other means of user-submitted inputs or data that You submit.
  2. You will maintain the accuracy of all account and order information, and will promptly update such user-submitted information as necessary. You absolve Us of any responsibility in the event the information You have submitted is incorrect, whether that be order information such as delivery addresses or any other user-submitted inputs.
  3. You understand that Our liability is limited, unless covered under the Australian Consumer Law or other relevant local laws.
  4. You will not purposefully cause any malicious harm to Us or the Site, which includes fraudulent orders, false claims, hacking or DoS, or otherwise anything that would constitute to unfair use. You take full responsibility for all actions conducted to the full extent of the law.
  5. You have read, understand and agree to all the Terms on this page, acknowledging that you have the legal capacity to agree to comply with these Terms.

User Registration, Account Maintenance & Information Usage

You are not required, by default, to register with vShop. By registering an account on the Site, you agree to keep your password confidential. It is the account-holders responsibility to ensure account safety.

We reserve the right to remove, reclaim, change your account details, revoke your access to the Site, in our sole discretion, should we feel it is necessary to do so, without your prior given consent. No compensation will be provided in such events where your account is revoked or modified by Us.

By registering an account with Us, your information may be shared with our third-party distributors, suppliers and retailers for order fulfillment. Your order information, including name, delivery address and phone number will be shared with our couriers and delivery partners for order processing. While we do our best to ensure your personal data is secure, We take no responsibility for any third-party data breaches or similar.

It is important that you keep your account information up to date, including your postal address and billing address. By registering an account with Us, you may be sent promotion emails from time to time, as well as updates to your account and any orders that you place. You may choose to opt-out of emails on a case-by case basis, or, you may choose to close your account entirely.

We will do our best to keep your information safe and secure, and will notify you on our site should there ever be an account breach or a similar event. It is important that you keep your account email address up to date and whitelist our email addresses & domain to ensure you receive all correspondence, which may also include product re-calls, product safety alerts or data breaches.

We will never sell your information, unless you, the customer, explicitly give us direct, written permission to do so. We may delete inactive accounts which have not made a purchase for a substantial amount of time, determined by us, without any prior notice.

All passwords are stored in our database using state of the art password hashing algorithms, and we do our best to ensure data privacy. It is recommended that you never use the same password for more than one site, as to ensure personal account security. We can not be held liable in the event a data breach occurs, resulting in the access to your account(s).

Product Pricing & Descriptions

While we do our absolute best to ensure that all information on our site is accurate, whether that be listing descriptions, photos or pricing, errors or omissions can happen from time to time. Where a pricing or listing error has occurred before or during shipment of the order, we will not be bound to proceed with the sale, and we reserve the right to cancel the order at any given point in time. In such circumstances, we are not responsible or liable to pay any compensation, offer any discounts or proceed with the advertised product.

We will never intentionally mislead a customer, or incorrectly list a product to attract customers for the sole purpose of bringing visitors to the site. When we are notified, or become aware of a pricing, listing or issue on Our Site, we will ensure to update it as soon as possible. Listings on our site are an invitation to treat only, and no contract is formed on our part until your order has been processed, dispatched and received by the recipient.

Any pending orders may be cancelled at our discretion. Where a listing description has incorrect information, whether it be a false statement or incorrect specifications, we will honour a return for refund in accordance with the Australian Consumer Law. Such errors must be reported to us in a timely manner, generally within 7 days of receiving the product. The product must be returned back to us in new condition with any applicable packaging.

If any other page on our site, other than a product listing, has incorrect information – such as a blog post or similar – whether it be outdated or outright incorrect, we take no responsibility or liability with how the information may have or has been used.

Listing Descriptions

We will do our utmost best to ensure listing descriptions are up to date. For listings with little information, it is your responsibility to contact us for a full list of specifications or refer to the manufacturer’s specifications for the associated product SKU and EAN/UPC/barcode. Some products may have limited information at the time of listing, or we may be unable to offer a complete product description at the time of listing. In such circumstances, we always recommend that our visitors & customers contact us prior to purchasing, so that we can investigate and provide the required information as necessary.

It is not possible for us to list every single specification or variation of a product, and it is your responsibility to ascertain the information prior to purchase. We can not be held liable or responsible for omissions on a product listing.

For items which require a compatibility check prior to purchase, it is your responsibility to reach out to us prior to purchase. Where an order has been placed, and you contact us after the purchase, we may be unable to cancel the order if it has already been processed by us. Please refer to our Returns Policy for clarification surrounding Change of Mind/Incorrect Purchase returns.

We accept a wide-range of payment methods during checkout such as Visa/Master Card, Zip Pay, Zip Money, Klarna, Latitude Pay, Humm and Bank Transfer. You agree to provide current, complete and accurate purchase information for all orders made through vShop. You further agree to promptly update your account and payment information so that we can complete your transactions and contact you as needed throughout the process of your order for after-sales service.

We reserve the right to refuse any order placed through the site. We may, at our sole discretion, limit or cancel quantities purchased per person, per household, or per order. These restrictions may include orders placed by or under the same customer account, the same payment method, and/or orders that use the same billing or shipping address. We reserve the right to limit or prohibit orders that, in our sole judgement, appear to be placed by dealers, resellers and/or distributors. We also reserve the right to cancel any order we deem may be fraudulent or orders that do not satisfy our requirements. Should we deem an order to be potentially fraudulent, we may, at our sole discretion, request for a scan of a valid ID and/or utility bill, or another piece of identification to satisfy our requirements.

From time to time, we may run out of stock or our stock levels are inconsistent with our electronic database – in such circumstances, we will contact you with further information regarding the cancellation, hold, exchange or credit of your order, if we are not able to provide the purchased goods and fulfill the entire order. We will pay no compensation for such circumstances due to lost time or inconvenience. We hold the rights to cancel orders if we deem necessary without your prior consent for any reason we deem appropriate, in which event, we will provide you with a full refund if the cancellation is initiated on our side. Supplier prices constantly fluctuate, which we need to adjust to – this may directly impact the your order and may result in a cancellation, should the cost price rise from the point of listing to the point of sale or our cost price is higher than what was paid for the order.

For orders which are paid using PayPal, and you are requesting the cancellation of your order for any reason before the fulfillment of the order, providing we are able to stop the order before processing or dispatch and the cancellation has been approved by us prior to the dispatch of the order, We reserve the right to charge up to a 5% cancellation/transaction fee to cover any non-refundable transaction fee’s as well as the manual processing of the order cancellation.

Any associated fees as result of a disputed payment must be paid by the customer before the release of an order plus an additional $25 dispute fee charged by us.

The estimated delivery time frame to most Metro delivery locations is approximately 2-8 business days.

For non-Metro delivery locations, please allow up to 4-14 business days for the delivery to occur.

Please kindly note that there may be additional delays due to Covid-19 which are out of our control, sadly.

If it has been over 5 business days since the estimated delivery time frame, please get in touch with us.

Orders are generally dispatched within 24-48 hours after receiving payment for in-stock items.

We will update all orders accordingly with the progress of an order through the “My Orders” section of your account.

In certain circumstances, additional shipping charges may be required depending on the delivery suburb and post code. Due to the challenges in variable shipping rates, it is not always possible for our listed prices to include the correct shipping charges. In such circumstances, we will be in touch to let you know should any additional delivery charges be raised for your order.

All items carry a minimum 12-Month Australian Warranty, unless otherwise specifically mentioned on the product listing.

All sales are final and no refund will be issued on orders which have been incorrectly purchased, due to change of mind, or remorse buy, unless the item is found to be faulty or defective in accordance with the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure. We have no legal obligation to accept a return if you simply change your mind, purchased an incorrect product or it is simply a remorse purchase. There is no minimum period of which a retailer has to accept returns under those circumstances, unless of course, such request falls within your Statutory Consumer Guarantees.

If an item is found to be faulty or defective, it is required that you notify us immediately upon being aware of such issues. In the unfortunate event that there is an issue with a product sold by us, and you need to make a warranty claim, you must first contact us to request a Return Authorization. Once you have been approved for your return, you must send the defective product back to the provided return address, with all original contents and accessories (if applicable), accompanied with your proof of purchase or order number, as well as a printed copy of the Return Authorization form to the provided address. Products that are returned without an RA number will be rejected at the customer’s expense, or the item may be disposed of at our sole discretion.

Should an item arrive as Dead on Arrival (“DOA”, for short), the customer is responsible for contacting us within 7 days of receiving the item. If the Customer contacts us outside of the 7 day window, the matter will be treated as a standard warranty claim. For items which are DOA, please be aware that they still need to go through the standard Warranty testing process, whereby the item needs to be inspected and the fault needs to be verified as DOA. We will not provide a remedy until the item is returned back, inspected and confirmed to be DOA. Dead on Arrival only covers manufacturing defects and faults. It does not cover physical damage or misuse of the product, whether that be due to an accidental incident, incorrect installation or similar.

It is your responsibility to ensure the product suits your requirements and needs. We encourage customers to contact us prior to purchase if further information is required prior to purchasing. It is the customers responsibility to ensure they do their due dilligence and confirm suitability of a product prior to purchase. Most information can be found online via Google or visiting the product manufacturer’s website. In the unlikely event a listing error has occurred on our part, you are entitled to a return under the Australian Consumer Law, providing that it is reported to us within a reasonable time frame from receiving the item – Usually within 7 days of receipt of the goods.


You are entitled to return a product if you believe there is a problem, and you are generally responsible for returning the product if it can be easily returned. You are entitled to recover reasonable postage or transportation costs from us if the product is confirmed to have a problem, so please keep any return postage receipts. For items which are returned back to us where there is no fault found, a postage and inspection fee will be applicable. The inspection fee will be calculated based on the time it has taken to attempt a replication of the reported fault, and will be charged at an appropriate and reasonable rate which is calculated at our discretion at the end of processing a return. You must pay any raised postage and inspection fee’s before the item is dispatched back to you – if the payment remains unpaid for 31 days, we will assume abandonment of the item, and it will be disposed of.

Warranty does not cover anything outside of your Consumer Guarantee’s – unless otherwise specifically mentioned in an Expressed Warranty. You are not covered for damage to products or parts caused by an accident, misuse, neglect, abuse, improper installation/use/operation or failure to follow instructions contained in the user manual or basic common sense for the operation and use of the product. Warranty does not cover acts of God, water damage, fire, electricity surges, spikes or overloads, vermin or other animals, or general wear and tear; these do NOT constitute to a manufacturing defect, and in turn, are generally not covered under warranty. If you are uncertain, please Contact Us.

While we aim to have all returns processed within a reasonable time-frame, there are some instances where there may be delays outside of our control. The warranty turnaround time can take anywhere from 2 to 5 weeks, heavily dependent on manufacturer or supplier support for the given product(s) at fault – as well as courier shipping delays. We are not able to test for faults ourselves, and rely on third-party services, our suppliers or product manufacturers to conduct warranty testing. While you are entitled to return a faulty product back to us directly, it will need to be shipped to our third-party service center, supplier or the product manufacturer for further testing and fault analysis. For faster turnaround times, we may offer for you to ship the item directly to our supplier or the manufacturer. Should the customer request to return the item back to us directly rather than the service center, supplier or product manufacturer, then that is allowable and will be facilitated in accordance with the ACL, and you fully acknowledge any additional delays in transit from us to the final destination for warranty servicing should the item be returned back to us.

For items which are being returned back to us or the final destination for warranty servicing, it is the senders responsibility to ensure the item reaches us in safe condition. We can not be held liable for items which are returned back and have sustained damage in transit due to negligence with the packaging or for not taking out postage insurance. We suggest that senders take out postage insurance for peace of mind – this can not be reimbursed by us under any circumstances and is to be fully borne by the sender. All returns must be packaged properly as to prevent damage to the item and product packaging. We recommend that all returns are packaged in an outer carton (box) to protect the contents of the shipment. Transit damage is not a valid warranty claim, and as such, your return may be void if the item is returned back in damaged condition.

If an item is exhibiting a minor fault, the item may be repaired, replaced or refunded – at our discretion. If a repair or replacement can not be provided, a similar item of similar value equal to or more than the original purchase price may be provided as replacement. In most instances, minor issues are repaired.

If an item is exhibiting a major fault, you are entitled to a repair, replacement or refund – at the your discretion. This will be determined after the item has been assessed.

Should a suitable replacement, repair or alternative product not be available, the customer will be given the option of a credit or refund for the faulty product.

For consumable items, we may take into consideration how long you have had the item, and its intended purpose, before processing and providing warranty. These are case-by-case instances, and will be discussed further if necessary. Items which are intended for daily use, or for use where the product may see degradation over time may not necessarily be covered under warranty. It is best to contact us to initiate a claim so we can assess the matter.

We will do our absolute upmost to ensure your Consumer Guarantee’s are met. If you feel that your Consumer Guarantee has not been met, or you feel information contained in our Returns & Warranty Policy breaches or is not in accordance with the Australian Consumer Law/ACCC guidelines or any relevant local Australian Laws, please be sure to let us know immediately so that we can rectify the situation by Contacting Us.

If you are at any point not satisfied with an outcome or resolution provided by us, you may request to have the matter escalated for review by requesting so via a Support Ticket. You can also reach out to your local Consumer Affairs Office/Ombudsman for further assistance or mediation should you feel your Consumer Right has not been met and we have not satisfied your requirements after an escalation has been requested. We do, however, kindly ask that you do let us know if you feel your Consumer Right has not been met so we can try to make things right.

We love our customers, and we are sure out customers love us too! We want to reward our regular customers, and show them that we really care; hence why we have a members-only point system, known as vPoints. Navigate to the vPoint page for more information about vPoints, including the T&C’s associated to the vPoint system.

This page was last updated on the 9th of December, 2021.

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