Refund policy
We want you to be satisfied with your purchase from The Cube Vault. Please read the following policy before requesting a return or refund.
This policy applies in addition to any rights you may have under the Australian Consumer Law.
Australian Change of Mind Returns
Australian orders may be returned within 30 days of delivery if:
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The product is unused, undamaged and in perfect, resalable condition
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All original packaging, accessories and components are included
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Valid proof of purchase is provided
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The return has been approved by The Cube Vault before it is sent
To begin a return, contact admin@thecubevault.com with your name, order number, reason for the return and relevant photographs where requested.
Approved returns must be sent to:
The Cube Vault
1 Yampi Way
Please ensure the parcel is securely packaged. Customers are responsible for the cost of return shipping for change of mind returns. We recommend using a tracked shipping service, as The Cube Vault is not responsible for return parcels that are lost or damaged in transit.
Items sent back without contacting us and receiving approval first may not be accepted or processed.
International Change of Mind Returns
International orders may be returned within 14 days of delivery.
All other return requirements are the same as those applying to Australian change of mind returns. International customers are responsible for all return shipping costs and any related customs charges.
Damaged, Defective or Incorrect Products
Please inspect your order as soon as it arrives.
If your product is damaged, defective, incorrect or missing an item, contact admin@thecubevault.com immediately after delivery. Please include your order number, a description of the issue and clear photographs or videos showing the problem.
We will assess the issue and arrange an appropriate solution. Depending on the circumstances and your rights under the Australian Consumer Law, this may include a repair, replacement, refund or another suitable remedy.
If a product is confirmed to be faulty, The Cube Vault will reimburse reasonable return postage costs. Please keep your postage receipt.
Custom Products and Sale Items
Customised or personalised products cannot be returned because of a change of mind.
Sale and clearance items also cannot be returned because of a change of mind.
However, these exclusions do not apply when a customised, sale or clearance item is faulty, damaged, incorrectly supplied or otherwise covered by the Australian Consumer Law.
Return Assessment
Once your returned item has been received, we will inspect it to confirm that it meets the return requirements.
For eligible change of mind returns, the product must be unused, undamaged and in perfect, resalable condition with all original packaging, accessories and components.
We will notify you if the return has been approved or rejected. Approved returns will be processed within 3 business days of receiving and inspecting the returned item.
Refund or Store Credit
For an approved change of mind return, you may choose:
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A refund to your original payment method
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A gift card to use toward a future purchase from The Cube Vault
Original shipping charges are not refundable for change of mind returns.
Refunds will be issued to the original payment method used for the order. Once processed by The Cube Vault, your bank or payment provider may require additional time to place the funds into your account.
Most refunds should appear within 10 business days after being processed. If you have not received your refund after 15 business days, contact admin@thecubevault.com with your order details.
Proof of Purchase
Valid proof of purchase is required before a return, refund, replacement or gift card can be processed. Proof of purchase may include your order confirmation, receipt or another acceptable record of the transaction.
Contact Us
For all return, refund and product related enquiries, contact: