Understanding Your Consumer RightsUpdated 10 hours ago
At Vital+, we are committed to supporting our customers and meeting the consumer protection requirements that apply in each country where our products are sold. Consumer rights are designed to protect customers when a product has a genuine issue that existed at the time of supply.
If you experience a problem with your product, or believe there is a fault, we will assess it fairly. When a concern is raised, we assess the available evidence and, where required, perform technical troubleshooting to determine the cause of the issue and the most appropriate resolution.
How consumer rights are applied
Consumer protection laws generally apply when a product:
- Has a manufacturing defect.
- Is not of acceptable or satisfactory quality.
- Is not fit for its intended purpose.
- Does not match its description.
Not every issue will fall within these protections. Each claim is assessed individually using the available evidence. For example, consumer rights generally do not extend to issues resulting from:
- Accidental or impact damage.
- Incorrect installation or assembly.
- Misuse or use outside the product instructions.
- Lack of maintenance or care.
- Normal wear and tear.
- Unauthorised repairs or modifications.
- Damage that occurs after delivery or during use where no manufacturing defect exists.
How we assess reported faults
Providing evidence does not delay your rights. It helps us understand the issue and determine the appropriate remedy. If you believe your product has a fault, we'll ask you to provide information such as:
- Your order details.
- Photos or videos of the issue.
- The product serial number (where applicable).
- Details of any troubleshooting already completed.
A reported issue is considered a suspected fault until it has been assessed. Our technical team reviews the information provided to determine whether the issue is caused by:
- A manufacturing defect.
- Transit damage.
- Installation or setup.
- Environmental or power-related factors.
- Normal wear and tear.
- Accidental damage or misuse.
- Another identifiable cause.
Additional information or testing may be requested where required to complete the assessment.
Why we may ask for troubleshooting
- Many issues that appear to be product faults can be caused by installation, accessories, power supply, configuration or environmental factors.
- Basic troubleshooting allows our technical team to identify these causes and ensures that genuine manufacturing defects are resolved as quickly as possible.
- Troubleshooting is part of the assessment process and does not affect your consumer rights.
Consumer rights by region
While consumer protection laws differ between countries, the general principles are similar.
Australia
Australian Consumer Law (ACL) provides automatic consumer guarantees that products will be of acceptable quality, fit for purpose and match their description. If our assessment confirms that a product does not meet these guarantees, we'll provide an appropriate remedy in accordance with the ACL.
United Kingdom
Under the Consumer Rights Act 2015, products should be of satisfactory quality, fit for purpose and as described. Where our assessment confirms that these standards have not been met, we'll provide an appropriate remedy consistent with UK consumer law.
United States
Consumer protection and warranty rights vary between states. Where applicable, we'll assess your claim under the relevant warranty terms and any applicable federal or state consumer protection requirements. If a manufacturing defect is confirmed, we'll provide an appropriate remedy based on those obligations.
Our commitment
We're committed to assessing every claim fairly, consistently and in accordance with applicable consumer protection laws. If our assessment confirms that your product is covered by your consumer rights or warranty, we'll work with you to provide the appropriate remedy.
If we determine that the issue is not covered, we'll explain our findings and discuss any available options.