THE VQ POLICY

VICTORIA QUEEN POLICY

Victoria Queen PTY LTD (ACN 630 122 600) is an Australian based company, we are committed to providing high end luxurious products and the best possible service to all our customers globally.

1. The Victoria Queen Warranty

During the period of 12 months from the date of purchase of the product(s) from Victoria Queen or any authorised reseller (“Warranty Period”) Victoria Queen will replace without charge to the Customer any product(s) which are determined to be defective. This applies so long as the defect does not arise from:

(a) Improper use, adjustment, calibration or operation by the Customer;

(b) Change of mind by the Customer after the purchase has been made;

(c) Any breakage contamination caused or induced by the Customer;

(d) Any modifications of the product(s) which were not authorised in writing by Victoria Queen;

(e) The use of accessories including consumables, hardware, or software which were not manufactured by or approved in writing by Victoria Queen;

(f) Any misuse of the product(s) by the Customer or anyone for whom the Customer has legal responsibility (including a minor);

(g) Any use or operation of the product(s) outside of the physical, electrical or environmental specifications of the product(s); and

(h) Inadequate or improper maintenance of the Product(s).

The warranty in this clause (the “Victoria Queen Warranty”) does not extend to cover any damage to product(s) naturally and reasonably occurring through normal wear and tear.

2. Limitations of the Victoria Queen Warranty

This Victoria Queen Warranty shall only apply during the Warranty Period so long as the following conditions are met:

(a) The Products were soured by (or on behalf of) Victoria Queen;

(b) The product(s) have been fully paid for;

(c) The product(s) were new at the date of purchase by the Customer;

(d) The product(s) were maintained and used in accordance with the guidance set out at clause 0 or there has been negligence or error in storing, maintaining or handling the product(s) including the use of unsuitable cleaning agents;

(e) No replacement part has been used in relation to the product(s) other than one manufactured and supplied or approved by the Victoria Queen;

(f) The product(s) have not been repaired, altered or modified in anyway whatsoever by persons other than Victoria Queen or its authorized service representatives;

(g) The Customer has not continued use of the products(s) following discovery of a deficiency which has not been rectified; and

(i) The product(s) have not been subject to abnormal conditions, including environment, temperature, water, fire, humidity, pressure, stress or similar;

(ii) Except as provided in this document, Victoria Queen makes no express warranties in respect of the product(s). Victoria Queen shall, in no circumstances, be liable under this.

Warranty in this clause (the “Victoria Queen Warranty”) does not warrant for any damage, whether direct, indirect, special or consequential, arising in any way out of the use of or in relation to the product(s), whether as a result of Victoria Queen’s negligence or otherwise. This includes but is not limited to loss of time, loss of earnings or loss of materials. Please note: All specified sizes for products are approximate 

3. How can I make a warranty claim?

(a) Upon discovery of any defect, the Customer must cease using the affected product(s) immediately.

(b) All delivered items must be checked on arrival and all claims must be made within 14 days of arrival by emailing the customer care team at: hello@victoriaqueen.com and be accompanied by:

(i) Proof of purchase;

(ii) Description of the product(s) purchased (such as make and model);

(iii) Full details of the claimed defect including photos and videos if they will aid in demonstrating the defect; and;

(iv) Any other documentation (such as historical service and maintenance records if applicable).

(v) Failure to submit a claim within 14 days from the date of delivery will result in forfeiture of the right to make a claim for items deemed faulty from transit to delivery. 

4. Refund Policy

Following receipt and evaluation of the Customer’s email, Victoria Queen will provide directions to the customer and will either indemnify the customer in full via original payment method made at the time of purchase or reject the claim if conditions under this clause (the “Victoria Queen Warranty”) have not been adhered to.

(i) We do not refund products due to change of mind. We only refund products that are considered faulty in accordance with our policy. 

5. Warranty and Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Consumer Laws. 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. Victoria Queen will require satisfactory proof of purchase before providing a solution.

Under our 100% customer satisfaction guarantee implies that in the event the product is found to be faulty or defective, we will reissue the product at no additional cost. If Items during transit have been damaged, missing and/or stolen and shipping insurance has not been paid for, we will take no liability. 

6. Proper Use and Product Care

Victoria Queen makes no representation, guarantee or assurance in relation to other uses which the product(s) may be used for, regardless of whether such uses may be contained or suggested in marketing or promotional material published by Victoria Queen.

If unsure of any particular use or limitation of the product(s), customers should contact the Victoria Queen customer support team at hello@victoriaqueen.com for further guidance.

(a) Provided, the product(s) are used for their intended purpose, no professional servicing of the product(s) are required, however basic care by the Customer is recommended. This should include:

(i) Keeping the product(s) clean and free of dirt and debris;

(ii) Storing the product(s) in normal, sustainable temperatures. For example, not in excess of 45 degrees Celsius and not below 4 degrees Celsius. Such extremes in temperature may cause plastics to swell or any glue utilised to become unadhered and could cause deterioration/fading on any product(s) with fabric as the main source of material;

(iii) Not placing excessive weights on the product(s) that may cause the product(s) to warp or twist;

(iv) Not allowing the product(s) to drop / fall from height or sustain extreme impact of any kind;

(v) Not tampering with the original product(s)

NOTE: Customers agree to our Terms & Conditions, Warranties and Policies upon payment and successful checkouts. Upon successful checkouts, all customer's acknowledge they have diligently read and understood our Terms & Conditions as set out under our policies page. We take no responsibility and are not negligent in the event you did not competently read, understand or seek legal advice prior to completing your purchase. We take no responsibility for any lost or unreceived items unless protection insurance has been paid for which is offered to all customers during the checkout phase. It is the customers responsibility to contact the nominated couriers as personal information is required on their behalf which we cannot provide. In the event an item went missing our team will diligently make the process as smooth as possible to ensure your item is with you as soon as possible. 

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If you have any questions, please don't hesitate to contact us.