Refund policy
At Cellvue, we want you to be satisfied with your purchase. This Return Policy explains how returns, refunds and product issues are handled for orders placed through Cellvue.com.
Our 30-day return policy applies to eligible change-of-mind returns and is provided in addition to your rights under the Australian Consumer Law.
1. Australian Consumer Law
Cellvue is committed to complying with the Australian Consumer Law (ACL).
Australian Consumer Law provides consumers with automatic consumer guarantees when purchasing eligible goods. These guarantees cannot be excluded, restricted or reduced by our Return Policy.
If a product has a problem covered by a consumer guarantee, you may be entitled to a repair, replacement or refund depending on the nature and seriousness of the problem.
These rights apply independently of our voluntary 30-day change-of-mind return policy.
2. Major Failures
A major failure occurs when a product has a problem that meets the definition of a major failure under the Australian Consumer Law.
Examples may include situations where:
- A reasonable consumer would not have purchased the product if they had known about the problem
- The product is significantly different from its description
- The product is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time
- The product is unsafe
If a product has a major failure, you are generally entitled to choose between a refund or replacement.
You may also be entitled to compensation for other reasonably foreseeable loss or damage caused by the failure.
3. Minor Failures
A minor failure occurs when a product has a problem that does not meet the definition of a major failure under the Australian Consumer Law.
Examples may include situations where:
- The product has a smaller fault that does not prevent it from being used for its normal purpose
● The problem can reasonably be repaired or otherwise resolved within a reasonable time
- The product has a minor defect that does not significantly affect its functionality or purpose
If a product has a minor failure, Cellvue will generally have the opportunity to repair or otherwise resolve the problem within a reasonable time.
If the problem cannot be resolved within a reasonable time, you may have further rights under the Australian Consumer Law, which may include a refund or replacement where applicable.
4. Faulty, Damaged or Incorrect Products
If you receive a product that is:
- Faulty or defective
- Damaged on arrival
- Significantly different from its description
- Not fit for its normal purpose
- Not fit for a purpose that you specifically communicated to us
- Otherwise not compliant with an applicable consumer guarantee
please contact us at: support@cellvue.com and provide us with your order number and, where applicable, photographs or videos showing the issue.We may request additional information to assess the problem and determine the appropriate remedy.
Where a problem is covered by the Australian Consumer Law, your statutory rights will apply regardless of our 30-day change-of-mind return period.
5. 30-Day Change-of-Mind Returns
In addition to your rights under the Australian Consumer Law, Cellvue offers a 30-day change-of-mind return policy. You may request a return within 30 days from the date your order was delivered.
This voluntary return policy applies when you simply change your mind about your purchase and the product does not have a fault or other issue covered by the Australian Consumer Law.
For a change-of-mind return, the product must generally:
- Be unused and in its original condition
- Be in suitable condition for resale
- Include its original packaging where applicable
- Not have been damaged, altered or excessively used after delivery
These conditions apply only to our voluntary change-of-mind return policy and do not affect your rights under the Australian Consumer Law.
6. Return Shipping Costs
For eligible change-of-mind returns, the customer is responsible for the return shipping costs.
Cellvue does not provide prepaid return labels for change-of-mind returns.
If a product is faulty, damaged, incorrect or otherwise covered by an applicable consumer guarantee, different rules may apply. In these circumstances, Cellvue will handle return shipping costs in accordance with your rights under the Australian Consumer Law.
7. How to Request a Return
Before sending a product back, please contact us at: support@cellvue.com
Please include:
- Your order number
- Your full name
- The reason for the return
- Photographs or other relevant information where applicable
Our customer service team will review your request and provide you with the appropriate return instructions.
Please do not send a return to our registered business address unless specifically instructed to do so. Returns sent without contacting us first may experience delays in processing.
8. Return Inspection
Once your returned product has been received, it will be inspected to determine whether it meets the applicable return requirements.
For change-of-mind returns, the product must meet the eligibility requirements outlined in this policy.
Once the return has been received and inspected, we will notify you whether the return has been approved.
9. Refunds
For approved change-of-mind returns, refunds are processed after the returned product has been received and inspected.
Our normal processing time for an approved return is 10-14 business days from the date the returned product is received. Refunds will generally be issued to the original payment method used for the purchase.
The customer is responsible for all return shipping costs for change-of-mind returns. Return shipping costs are non-refundable. Please allow additional time for your bank, card issuer or payment provider to process the refund and make the funds available to you.
As Cellvue offers free standard shipping, there is no original shipping charge to refund for an eligible change-of-mind return. Where a refund or other remedy is required under the Australian Consumer Law, it will be handled in accordance with your applicable consumer rights.
10. Products Not Eligible for Change-of-Mind Returns
Certain products may not be eligible for a change-of-mind return where, for example:
- The product has been used or damaged after delivery
- The product has been personalised or made specifically to your specifications
- The product is not suitable for return for health or hygiene reasons, where applicable
- The product is missing essential components
These conditions apply only to change-of-mind returns.
They do not remove or limit any rights you may have under the Australian Consumer Law where a product has a problem covered by a consumer guarantee.
11. Exchanges
We do not offer direct exchanges for change-of-mind returns.If you would like a different product, size, colour or variant, you may return the original product in accordance with this policy and place a new order.
Where a product is faulty or otherwise covered by an applicable consumer guarantee, an appropriate remedy will be provided in accordance with Australian law.
12. Unclaimed or Returned Parcels
If an order is returned to us because it was not collected, the delivery address was incorrect or incomplete, or delivery was unsuccessful due to circumstances attributable to the customer, our Shipping Policy will apply.
Where redelivery is requested in these circumstances, a AUD $30 shipping and handling fee may apply. This fee does not apply where the delivery issue was caused by Cellvue, the shipping carrier, or where you are otherwise entitled to a remedy under applicable law.
13. Australian Consumer Law Notice
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this Return Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.
14. Contact Us
If you have any questions about returns or refunds, please contact us:
ECOMVA LTD
Company Number: 17080139
Registered address: 27 Swanton Road, Dereham, Norfolk NR19 2HH, United Kingdom
Email: support@cellvue.com
Phone: +61 468 147 257
Customer service hours: Monday to Friday, 9:00 AM - 6:00 PM (Sydney Time). Saturday and Sunday: closed.
We aim to respond to all enquiries within one business day.
Last updated: 18 August 2026