Returns & Refunds

You may return your order within 30 days of delivery for a full refund, provided the product is unopened in its original packaging:

• Factory seal intact.
• All original packaging, accessories, and documentation included.
• Free from physical damage.

Because VialFlask Pro stores medication, we can't restock opened units for change-of-mind returns. Opened units with a fault are always covered — see the warranty section below.

1. Email hello@vialflask.com.au with your order number and reason for return.
2. We'll respond within 1 business day with a prepaid return shipping label.
3. Pack the product securely and drop it off at any authorised carrier location.
4. Once we receive and inspect the item, we'll process your refund.

Approved refunds are issued to the original payment method within 5–10 business days of our receiving and inspecting the return, and you'll get an email confirmation when it's processed. Since shipping is free, there are no shipping charges to deduct.

If your order arrives damaged or faulty, contact us within 48 hours of delivery with:

• Your order number.
• Clear photos of the damage or fault and the packaging.

We'll arrange a free replacement or a full refund — whichever you prefer.

Every VialFlask Pro is covered by a 1-year parts-and-labour warranty against manufacturing defects — including the peltier module, the battery, the LED display, and the USB-C input. If a fault develops in normal use, email us with your order number and a description of the issue; we'll repair or replace the unit at no cost, including shipping both ways.

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded: you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage, and to have goods repaired or replaced if they fail to be of acceptable quality where the failure does not amount to a major failure.