Shipping & Returns Policy

Last updated: 19 September 2026

Shipping

Where We Deliver

We deliver to street addresses all over Australia, including Sydney, Melbourne, Brisbane, Perth, Adelaide, Canberra, Hobart, Darwin and regional areas. We don't currently deliver outside Australia, and we can't deliver to PO boxes.

Delivery Cost

Delivery is a flat A$14.99 (Australian dollars) per order. Delivery is free when your order contains two or more units — multi-packs and solar sets count by the number of units they contain — and the Pop Up Mosquito Net always ships free. The delivery cost is shown in your cart before you pay.

Dispatch and Delivery Times

Orders are processed and dispatched within 2 business days from our regional warehouse in Thailand by tracked express courier. Delivery then typically takes 5 to 7 business days, sometimes sooner. Times are estimates, not guarantees, and can be affected by customs, weather, public holidays and courier delays.

Tracking

We email you a tracking number once your order ships. Items in the same order may occasionally be sent in separate parcels for logistical reasons; if that happens you'll receive tracking for each one.

Import Charges

The price you pay at checkout is the full price. We do not charge, and will not ask you to pay, any additional fees on delivery.

Returns & Refunds

Your Australian Consumer Law Rights

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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

7-Day Returns

In addition to your legal rights, if you're not happy with your purchase for any reason you can contact us within 7 days of the delivery date to request a return. Products must be returned in their original packaging and original condition, with all inclusions (such as cables, adapters and cleaning brushes), and must not be marked, damaged or misused. Returned items are inspected on arrival.

How to Return an Item

1. Email admin@vipcustomerservice.care within 7 days of delivery with your order number and the reason for the return. If the item is damaged or faulty, please include a photo.
2. We'll reply with a Return Merchandise Authorisation (RMA) number.
3. Post the item to our regional office and warehouse (126/13 Moo 4, Ban Kum, Muang Phetchaburi, Phetchaburi, 76000, Thailand) with the RMA number clearly marked, and email us the tracking number of your parcel.

If you're returning a product because you changed your mind, you pay the return postage. If a product is faulty, damaged or not as described, we'll cover the reasonable cost of returning it to us.

Refunds

When we've received and inspected your return, we'll email you to confirm the outcome. Approved refunds go back to your original payment method (card or PayPal) within 7 business days of us receiving the item; your bank or PayPal may take a little longer to show it. Original delivery charges are refunded when the return is due to a fault or a mistake on our part.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or not what you ordered, email us as soon as possible with a photo and your order number. Depending on the circumstances we'll arrange a repair, replacement or refund, in line with your Australian Consumer Law rights.

Cancelling an Order

You can cancel an order at no charge until it has been shipped. Email us as soon as you can with your order number. Once we've sent you tracking information, the order can no longer be cancelled, but you can still return it under the terms above.

Contact Us

Questions about a delivery or return? Email admin@vipcustomerservice.care or see our Contact page.