Globex Investment Group Trading as Victoria Queen (Reg no. 10507091020001) is an Australian based company, we are committed to providing high end luxurious products and the best possible service to all our customers globally.
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.
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
(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.
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 the original payment method used at the time of purchase or reject the claim if the conditions under this clause (the “Victoria Queen Warranty”) have not been adhered to. Any approved refunds require the product to be returned packaged in the same manner in which it was originally received, and all return shipping costs shall be borne by the customer.
(i) We do not refund products due to change of mind. Refunds are only issued for products deemed faulty, in accordance with our policy.
Refusing to accept delivery of goods will be considered a breach of our Terms and Conditions. In such cases, Victoria Queen reserves the right to pursue recovery of all related costs, including but not limited to the value of the goods, shipping expenses, legal fees, and any additional warehouse storage charges incurred as a result of the refusal.
By ticking the acceptance box and proceeding to payment at checkout, the customer has acknowledged and agreed to these Terms and Conditions in full.
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.
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 un-adhered 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)
(a) Custom, made-to-order, personalised or modified products (“Custom Orders”) are strictly exempt from all promotions, discount codes, sales or special offers unless expressly confirmed in writing by Victoria Queen Head Office.
(b) All Custom Orders will be individually quoted at a fixed price determined by Head Office. The quoted price reflects additional labour, sourcing, production, material and administrative costs associated with bespoke manufacturing.
(c) Full payment is required prior to commencement of production. Production will not begin until cleared funds have been received.
(d) Once payment has been made, Custom Orders cannot be cancelled, amended or modified.
(e) Refunds, exchanges or credits will not be issued for change of mind, incorrect measurements, incorrect specifications, colour selections, or other details provided by the Customer.
(f) Due to the bespoke nature of Custom Orders, refunds or replacements will only be considered where the product is proven to be defective in accordance with the Victoria Queen Warranty and applicable Consumer Laws.
(g) Minor variations in colour, texture, grain, finish, dimensions or natural material characteristics shall not constitute a defect.
(h) Any production or delivery timeframes provided are estimates only and delays do not entitle the Customer to cancellation, refund or compensation.
If you have any questions, please don't hesitate to contact us.
