Refund policy

This policy serves as a general template and should be reviewed for compliance with applicable laws before launch.

Change of Mind

VINCERE does not accept returns, refunds or exchanges for change of mind or incorrect size selection after the applicable order-change window

Preorder Cancellation & Size Changes

For Genesis preorders, change-of-mind cancellation and size-change requests are accepted only within 24 hours of order placement. After that period, requests are not guaranteed and may be declined, except where rights under Australian Consumer Law apply.

Faulty, Damaged or Incorrect Items

If an item is faulty, arrives damaged, or the wrong item is supplied, contact VINCERE as soon as possible. Where practical, please notify us within 7 days of delivery so the issue can be investigated quickly.

What We May Ask For

Order number or other reasonable proof of purchase.
Photos or video showing the issue where this helps assessment.
A description of the problem and when it was first noticed.

Remedies

Depending on the nature of the problem and the Australian Consumer Law, the appropriate remedy may be a repair, replacement, refund or another solution. Major problems can give consumers stronger remedy rights than minor problems.

Returns & Postage

For items that can be posted, customers may be asked to return the item for assessment. If VINCERE confirms a product problem covered by consumer guarantees, reasonable return postage costs paid by the customer will be reimbursed where required.

Refund Processing

Approved refunds are returned to the original payment method. Timing after VINCERE processes the refund depends on the payment provider or bank.

Exchanges

VINCERE does not offer change-of-mind or post-delivery size exchanges as a standard policy. If VINCERE supplied the wrong item or a consumer-guarantee remedy requires replacement, VINCERE will arrange the appropriate replacement where available.