Refund policy
REFUND AND RETURNS POLICY
1. AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified.
If a product is faulty, unsafe, damaged, incorrectly supplied, materially different from its description or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, compensation or another remedy depending on the circumstances.
Our voluntary change-of-mind policy operates in addition to these rights.
2. CHANGE-OF-MIND RETURNS
We offer a 30-day change-of-mind return period for eligible non-personalised products purchased directly from Modern Viking.
The 30-day period begins on the date the product is delivered.
To qualify for a change-of-mind return:
• You must contact us within 30 days of delivery.
• The product must be unused, unworn and unwashed.
• The product must not have been sharpened, modified, engraved, damaged or altered.
• The product must be in a condition suitable for resale.
• All supplied parts, accessories, sheaths, stands and documentation must be included.
• Original packaging must be included where it forms part of the product’s resaleable condition.
• Reasonable proof of purchase must be provided.
Contact us before returning a product:
support@modernviking.com.au
Products returned without contacting us first may experience processing delays.
Customers are responsible for arranging and paying change-of-mind return postage.
Original delivery charges, express-delivery upgrades, customs charges and other delivery-related expenses are not refunded for change-of-mind returns, except where required by law.
Approved change-of-mind refunds will be issued to the original payment method after the returned product has been received and inspected.
An exchange may be offered by agreement and is subject to product availability.
We do not charge a restocking fee for an approved return that satisfies this policy.
3. PRODUCTS EXCLUDED FROM CHANGE-OF-MIND RETURNS
The following products are not eligible for a voluntary change-of-mind return:
• Personalised, engraved, customised or made-to-order products after production has begun
• Gift cards
• Products clearly identified as final sale before purchase
• Used drinking horns, cups or other drinkware
• Used food-contact products
• Used, sharpened, modified or altered knives or pizza cutters
• Used, modified, sharpened or damaged collector axes or swords
• Products damaged after delivery
• Products missing supplied parts or accessories
• Products that cannot be lawfully or safely returned
A product being discounted, personalised, used or identified as final sale does not remove any rights that may apply where the product is faulty, unsafe, incorrectly supplied or otherwise fails to comply with the Australian Consumer Law.
4. PERSONALISED AND CUSTOM PRODUCTS
Customers must carefully check all personalisation information before submitting an order, including:
• Names
• Initials
• Dates
• Messages
• Symbols
• Spelling
• Punctuation
• Capitalisation
• Font selections
• Placement selections
We create the personalisation using the information submitted or confirmed with the order.
Once engraving, personalisation or custom production has begun:
• The personalisation cannot be changed for change of mind.
• The order cannot be cancelled for change of mind.
• The completed personalised product cannot be returned for change of mind.
An error contained in information submitted or approved by the customer is not considered a product fault where the finished personalisation matches those instructions.
This does not exclude your rights where:
• Modern Viking made an engraving or production error.
• The personalisation does not match the confirmed order details.
• The wrong product or design was supplied.
• The underlying product is faulty, unsafe or damaged.
• The product is materially different from its description.
5. NATURAL AND HANDCRAFTED PRODUCTS
Some Modern Viking products are individually made from natural materials, including buffalo horn, timber and leather.
Natural variations may include differences in:
• Colour
• Shade
• Grain
• Natural markings
• Pattern
• Texture
• Curvature
• Overall shape
• Exact dimensions
• Carving placement
• Carving depth
• Surface finish
No two natural-material products will look exactly the same.
Where natural characteristics and approximate specifications have been clearly disclosed before purchase, those disclosed differences are not, by themselves, manufacturing faults.
A preference for a different natural colour, marking, shape or curvature is treated as a change of mind rather than a product fault.
Eligible non-personalised products may still be returned under our 30-day change-of-mind policy.
Personalised products cannot be returned solely because of a disclosed natural variation where the product matches the ordered design and personalisation.
Natural variation does not excuse:
• Cracks or structural damage
• Leaking drinking vessels
• Peeling or damaged food-contact coatings
• Unsafe or dangerously unfinished edges
• Incorrect materials
• Incorrect carved designs
• Incorrect personalisation
• Substantial departures from the advertised product
• Products materially outside advertised approximate specifications
• Defects that make the product unsafe or unsuitable for its stated purpose
6. FAULTY, UNSAFE, DAMAGED OR INCORRECT PRODUCTS
Please inspect your order after delivery and contact us as soon as reasonably possible if a product appears:
• Faulty
• Unsafe
• Damaged
• Incorrectly supplied
• Incomplete
• Materially different from its description
• Unsuitable for its stated purpose
Contact:
support@modernviking.com.au
Please provide, where reasonably available:
• Your order number
• A description of the issue
• Clear photographs or video of the product
• Photographs of the parcel and packaging where delivery damage is involved
• Details of any missing or incorrectly supplied item
Photographs and video can help us assess the issue but do not replace your consumer rights.
We may need to inspect or assess the product before determining the appropriate remedy.
We will not require you to resolve a valid product claim solely with the manufacturer, supplier or delivery provider.
7. MAJOR AND MINOR FAILURES
Where a product has a major failure under the Australian Consumer Law, you may be entitled to choose between:
• A refund
• A replacement of the same type
You may agree to another remedy, but we will not require you to accept a repair or store credit instead of a refund or replacement where the law gives you that choice.
A major failure may include circumstances where the product:
• Is unsafe
• Is substantially different from its description or representative sample
• Has a problem that would have prevented a reasonable customer from purchasing it if they had known about the problem
• Cannot be used for its ordinary or disclosed purpose and cannot easily be fixed within a reasonable time
• Has multiple problems which, taken together, amount to a major failure
Where a problem is minor and can be remedied, Modern Viking may choose to provide an appropriate free repair, replacement or other remedy.
If a minor problem cannot be remedied within a reasonable time, additional remedies may become available under the Australian Consumer Law.
8. PROOF OF PURCHASE AND PACKAGING
We may request reasonable proof that the product was purchased from Modern Viking.
Proof of purchase may include:
• A Modern Viking order confirmation
• An order number
• A receipt or tax invoice
• A payment statement
• A gift receipt
• Another record reasonably demonstrating the purchase
Original packaging is not required to make a claim concerning a faulty, unsafe, damaged or incorrectly supplied product.
Please retain packaging where possible when:
• A product was damaged during delivery
• The packaging may assist with an assessment
• A carrier investigation may be required
• The product needs to be safely transported
Failure to retain packaging does not automatically remove any right available under the Australian Consumer Law.
9. RETURN POSTAGE AND COLLECTION COSTS
Contact us before returning a faulty, unsafe, damaged or incorrectly supplied product.
Depending on the product and circumstances, we may:
• Provide a prepaid return label
• Arrange collection
• Provide return instructions
• Ask you to return the product using an agreed service
• Reimburse reasonable return costs after the problem is confirmed
Keep receipts for any return postage or transport expense you are asked to pay.
Where a product is confirmed to have a problem covered by the Australian Consumer Law, Modern Viking will reimburse reasonable return costs where required.
Large, heavy, dangerous or difficult-to-return products may require collection or another return arrangement.
Where an assessment reasonably determines that the product does not have a fault and the issue was caused by misuse, accidental damage or another excluded cause, we may require the customer to pay reasonable collection or return costs. Any proposed assessment or collection charge will be disclosed before it is incurred where required.
10. SAFE RETURN OF KNIVES, AXES AND SWORDS
Do not return a knife, axe, sword or another bladed or restricted product without first receiving return instructions from Modern Viking.
Returned bladed products must be:
• Secured in their supplied sheath, guard or protective covering
• Wrapped so that no blade, edge or point can move through the packaging
• Packed in a strong and rigid outer container
• Labelled and transported in accordance with carrier requirements
• Returned only through a lawful and suitable delivery service
Do not intentionally sharpen, blunt, dismantle, repair or modify a product before returning it for assessment.
Modern Viking may arrange a particular return method where necessary for safety, insurance, legal or carrier reasons.
11. DAMAGED DELIVERIES
If a parcel or product arrives damaged, contact us as soon as reasonably possible.
Please provide:
• Your order number
• Photographs of the outer parcel
• Photographs of internal packaging
• Photographs or video of the product damage
• A description of what occurred
Please retain the parcel, packaging and damaged product until we advise whether they are required for assessment.
Prompt notification helps us investigate the delivery with the carrier.
Failure to notify us within a fixed 24-hour, 48-hour or seven-day period does not automatically remove rights available under the Australian Consumer Law.
Where Modern Viking arranged delivery, we will not require the customer to resolve the matter solely with the delivery provider.
12. MISUSE, DAMAGE AND EXCLUDED CAUSES
A customer may not be entitled to a remedy where the problem was caused by:
• Accidental damage after delivery
• Deliberate damage
• Unlawful use
• Misuse
• Use outside the clearly stated purpose
• Failure to follow supplied safety or care instructions
• Improper cleaning, storage or maintenance
• Unauthorised sharpening
• Unauthorised repair or modification
• Ordinary wear consistent with the product’s age and use
• Continued use after the product became visibly damaged or unsafe
• A defect or limitation clearly disclosed before purchase
An exclusion applies only to the extent that the relevant conduct or event caused or contributed to the problem.
A separate manufacturing, material or safety defect is not excluded merely because the product has signs of use.
13. ORDER CANCELLATIONS
Contact us promptly to request an order cancellation.
Non-personalised orders may generally be cancelled before dispatch where processing has not progressed beyond the point at which cancellation is reasonably possible.
Non-personalised preorder products may be cancelled before dispatch by contacting us.
Personalised, engraved, customised or made-to-order products cannot be cancelled for change of mind after production has begun.
Submitting a cancellation request does not guarantee that processing, engraving or dispatch can be stopped.
Where Modern Viking cancels an order, amounts paid for products and delivery services that will not be supplied will be refunded.
14. PREORDER DELAYS
Preorder dispatch dates and windows are estimates based on production, supplier and freight information available at the time.
Where a preorder experiences a material delay, we will provide updated information as soon as reasonably possible.
A customer affected by a material delay may contact us to discuss:
• Continuing with the updated dispatch estimate
• Changing the order where reasonably possible
• Cancelling an eligible product
• Receiving a refund where required or agreed
Personalised preorder products cannot be cancelled for change of mind after engraving, personalisation or custom production has begun.
Nothing in this section removes any right available where a product cannot be supplied within an expressly represented timeframe or otherwise within a reasonable time.
15. REFUND PROCESSING
Approved refunds will be issued to the original payment method unless another method is agreed with the customer.
We will not require a customer to accept store credit where the customer is legally entitled to a monetary refund.
The refund amount may include:
• The price paid for the affected product
• Original delivery charges where required by law
• Reasonable return costs where required by law
• Other foreseeable loss or damage where legally applicable
Once Modern Viking processes a refund, the time taken for funds to appear may depend on the bank, card issuer or payment provider.
Promotional discounts will be taken into account when calculating the amount actually paid for a returned product.
16. INTERNATIONAL CUSTOMERS
International customers receive the same 30-day voluntary change-of-mind period for eligible non-personalised products.
International customers are responsible for arranging and paying change-of-mind return postage.
Personalised international orders are not eligible for change-of-mind cancellation or return after engraving or custom production has begun.
Customers must check any import, possession, transport and return restrictions applying in their country or region.
Restricted or bladed products must not be returned internationally without receiving instructions from Modern Viking.
International fault claims will be assessed according to:
• The nature of the product
• The issue reported
• Available evidence
• Applicable consumer laws
• Carrier and customs requirements
• Whether physical return is reasonably necessary
Nothing in this section excludes any right available under the Australian Consumer Law or another law that applies to the transaction.
17. CONTACT US
Before returning a product or requesting a remedy, contact:
Modern Viking Pty Ltd
Email: support@modernviking.com.au
Website: modernviking.com.au
Please include your order number and a clear description of the reason for contacting us.
