Refund Policy

Returns & Refund Policy

At Vital by Napio, your satisfaction is our priority. Every order is backed by our 30-day comfort guarantee: if you're not happy with your purchase, get in touch and we'll make it right.

30-day returns

You can return most items within 30 days of delivery for a refund or exchange, provided they're unused and in their original packaging. For hygiene reasons, some personal-use items may be exchange-only, we'll always let you know upfront.

How to start a return

Email us at hi@napio.com.au with your order number and the reason for return. We'll reply with simple instructions. Please don't send anything back before hearing from us.

Change of mind

For change-of-mind returns, return postage is covered by the customer, and the item should arrive back in its original, unused condition. Once we receive and check it, we'll process your refund.

Faulty, damaged, or incorrect items

If your item arrives faulty, damaged, or isn't what you ordered, let us know within 7 days of delivery with a photo and we'll arrange a free replacement or full refund, including any return postage. This is in addition to your rights under the Australian Consumer Law, which we fully honour.

Refunds

Approved refunds are made in Australian Dollars (AUD) to your original payment method. Once your return is received and inspected, we'll process the refund promptly, please allow a few business days for it to appear, depending on your bank.

Cancellations

Need to change or cancel an order? Email us as soon as possible. We dispatch quickly, so if it hasn't shipped yet we'll do our best to help.

Questions

We're here to help, email hi@napio.com.au any time.

Nothing in this policy limits your rights under the Australian Consumer Law.