Return & Refund Policy
Vivid Plants (ABN 14 734 013 351) — including Aeroface
Last updated: May 2026
1. Overview
This Return & Refund Policy applies to all purchases made through the Vivid Plants website (vividplants.com, houby.me), operated by Vivid Plants (ABN 14 734 013 351) ('we', 'us', 'our'). Aeroface is a product line sold through the Vivid Plants website and is covered by this policy.
By placing an order with us, you agree to the terms set out in this policy. This policy does not limit or exclude any rights you may have under the Australian Consumer Law (ACL).
2. Change of Mind Returns
We do not accept returns or issue refunds for change-of-mind purchases. All sales are considered final unless the item is faulty, damaged in transit, or does not match the product described at the time of purchase (see Section 3).
Change-of-mind includes, but is not limited to:
- Ordering the wrong product or variant
- No longer wanting the item
- Finding a lower price elsewhere
- Preferring a different product after purchase
- Personal preference regarding scent, texture, or appearance of a product
We encourage customers to review all product information carefully before completing a purchase. If you have questions about a product prior to ordering, please contact us at marketa@houby.me.
3. Faulty, Damaged, or Incorrect Items
If your order arrives faulty, damaged in transit, or does not match what you ordered, you are entitled to a remedy under the Australian Consumer Law. We will assess each claim individually and offer one of the following:
- A full refund to your original payment method
- A replacement of the same product
- Store credit to the value of the affected item(s)
To be eligible, you must contact us within 14 days of receiving your order. Claims submitted after this period may not be accepted.
3.1 Opened Skincare Products (Aeroface)
We understand that skincare products must often be used before a fault becomes apparent. If your Aeroface product is faulty or has caused an adverse reaction, we will accept a return even if the product has been opened or partially used, provided:
- You contact us within 14 days of receiving the order
- You provide a description of the issue, supported by photographic evidence where applicable
- The product has been used as directed on the packaging
Opened products returned solely on the basis of personal preference, scent, or texture (i.e. change of mind) are not eligible for return or refund.
4. How to Submit a Claim
To initiate a return or refund claim, please contact us at:
Email: marketa@houby.me
Please include the following in your message:
- Your full name and order number
- A description of the issue
- Clear photographs of the product and/or packaging (required for damaged or faulty claims)
We will respond to all claims within 3 business days. Do not return any item before receiving written authorisation from us. Unauthorised returns will not be processed.
5. Return Method & Shipping
All authorised returns must be sent by mail to the address provided in your return authorisation email. We do not offer in-store or drop-off returns.
Return shipping is the responsibility of the customer. This includes:
- Obtaining and paying for a return shipping label
- Packing the item securely for transit
- Using a trackable shipping method
Vivid Plants is not responsible for items lost or damaged in return transit. Do not send any item before receiving written return authorisation from us.
6. Refund Processing
Once a returned item is received and assessed, we will notify you of the outcome within 5 business days. There is no restocking fee applied to any approved return.
Approved refunds will be processed as follows:
- Refunds are issued to the original payment method used at checkout
- Refunds are typically processed within 5 business days of approval
- Your bank or payment provider may take an additional 3–5 business days to reflect the credit
- Store credit, where applicable, will be issued via email and is valid for 12 months from the date of issue
7. Non-Returnable Items
The following items cannot be returned or refunded, except where required by law:
- Products purchased on sale or with a promotional discount
- Gift cards and store credit
- Opened skincare products returned due to change of mind
8. Australian Consumer Law
Nothing in this policy is intended to limit or exclude your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded under the ACL. 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.
For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) at accc.gov.au.
9. Contact Us
If you have any questions about this policy, please contact us at:
Vivid Plants
ABN: 14 734 013 351
Email: marketa@houby.me
Website: vividplants.com, houby.me
This policy was last reviewed in May 2026 and is subject to change. We recommend checking this page periodically for updates.