Return and Refund Policy

Effective Date: 11 November 2026

At Grand Vault Lab, we believe that the right decorative details can transform an ordinary space into a place that feels warm, welcoming and full of character. From lifelike artificial flowers and botanical arrangements to elegant vases and beautifully designed candle holders, our collection is selected to help customers create interiors that reflect their personal style.

We want every purchase to arrive in excellent condition and meet the expectations established by its product description. If something is not quite right, our team is here to help.

This Return and Refund Policy explains the circumstances in which customers may request a return, replacement, exchange or refund when shopping at Grand Vault Lab.

This policy is designed to operate in accordance with the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth), and applicable Queensland consumer protection requirements.

1. Australian Consumer Rights

Every product purchased from Grand Vault Lab is covered by the consumer guarantees provided under Australian Consumer Law, where applicable.

These guarantees cannot be excluded by a store policy, product disclaimer or voluntary return arrangement.

Under Australian Consumer Law, products must:

• Be of acceptable quality, considering their nature, price and other relevant circumstances.

• Be reasonably fit for their ordinary intended purpose.

• Match their description, sample or demonstration model.

• Correspond with any relevant claims made about their materials, features or characteristics.

• Be free from defects that would make them unacceptable to a reasonable consumer.

• Meet any additional promises made by the seller concerning product quality or performance.

For example, an artificial floral arrangement should reasonably correspond with its advertised appearance and description. A decorative vase should be suitable for its represented purpose, and a candle holder should be reasonably safe and functional when used as intended.

If a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement or refund depending on the nature and seriousness of the problem.

Nothing in this policy limits or removes any statutory rights available to Australian consumers.

2. Change-of-Mind Returns

We understand that choosing home décor is a personal experience. Sometimes, an artificial plant may not complement your interior as expected, a vase may not suit your preferred colour palette, or a candle holder may look different in your space than you imagined.

As a voluntary customer service arrangement, Grand Vault Lab accepts eligible change-of-mind return requests within 30 days after the product has been delivered.

To qualify for a voluntary change-of-mind return, the following conditions should generally be met:

• The item is unused and in its original condition.

• The product has not been damaged, altered or modified.

• All accessories, decorative components and included parts are present.

• The item is returned in its original packaging where reasonably possible.

• The customer can provide a valid order number or other reasonable proof of purchase.

For fragile products such as ceramic and glass vases, original protective packaging is strongly recommended to reduce the risk of transportation damage.

Artificial plants and flowers should be returned without signs of use, excessive handling or alteration that materially affects their original condition.

Candle holders should be unused, clean and free from wax residue, soot or heat damage.

All voluntary change-of-mind requests are subject to assessment.

This 30-day arrangement is separate from your statutory consumer rights. A product that has been opened or removed from its packaging may still qualify for a remedy if it fails to meet an applicable consumer guarantee.

3. Eligible Product Categories

Our voluntary return arrangements may apply to the following product categories.

Artificial Plants and Flowers

Our artificial plants and flowers are designed to bring lasting decorative appeal without the maintenance associated with living plants.

If you change your mind about a particular arrangement, colour or decorative style, you may request a return if the item remains unused and meets our voluntary return conditions.

Please ensure that:

• Stems and decorative components remain intact.

• Leaves and petals have not been cut, permanently reshaped or altered.

• The arrangement has not been exposed to conditions that materially affect its appearance.

• Any included accessories are returned.

If an artificial plant arrives with broken stems, missing decorative elements or significant differences from its advertised description, please contact us for assistance.

Vases

Vases can be an important visual feature of a room, whether displayed independently or paired with flowers.

If a vase does not suit your décor preferences, you may request a voluntary change-of-mind return within the applicable return period, provided it is unused and in its original condition.

For fragile ceramic, glass or decorative vases, please retain the original protective packaging where possible.

If a vase arrives cracked, chipped, broken or materially different from its description, please contact us promptly.

We will assess the issue and determine the appropriate remedy under Australian Consumer Law.

Candle Holders

Our candle holders are intended to add decorative character and ambience to suitable interior spaces.

If you change your mind about the design or finish, a return may be considered where the item is unused and otherwise satisfies the voluntary return conditions.

Products showing evidence of burning, wax residue, soot, excessive heat exposure or other use may not qualify for a change-of-mind return.

However, where a candle holder is defective, unsafe or otherwise fails to meet an applicable consumer guarantee, you retain your statutory rights.

4. Items Not Eligible for Voluntary Change-of-Mind Returns

Unless required by applicable law or otherwise agreed by Grand Vault Lab, voluntary change-of-mind returns may not be accepted for:

• Products that have been used or substantially handled.

• Artificial flowers or plants that have been cut, altered or permanently reshaped.

• Vases that have been used for their intended purpose or have been exposed to substances that affect their condition.

• Candle holders that show evidence of burning, wax deposits or heat damage.

• Items that have been damaged after delivery through misuse or accidental handling.

• Products with missing components, accessories or packaging that materially affects their condition.

• Products returned in a condition substantially different from the condition in which they were received.

These exclusions do not apply where a product is eligible for a remedy under Australian Consumer Law.

5. Damaged, Defective or Incorrect Products

We take care when preparing decorative products for dispatch, particularly fragile items that require suitable protective packaging.

Nevertheless, damage or product issues can occasionally occur.

Please contact us if your order contains:

• A cracked, chipped or broken vase.

• Artificial flowers with damaged stems, missing petals or significant manufacturing defects.

• A candle holder with a broken base, unstable structure or defective components.

• A product that differs materially from its advertised description.

• An incorrect colour, design, size or product.

• Missing components or accessories represented as part of the purchase.

• Any other issue indicating that the product does not meet an applicable consumer guarantee.

To help us understand the situation, please provide:

1. Your order number.

2. The name of the affected product.

3. A clear explanation of the problem.

4. Photographs of the product and packaging, where available.

5. Any other information reasonably required to assess your request.

For fragile items, photographs showing the external packaging and internal protective materials can be especially useful.

We may request a reasonable opportunity to inspect the product or obtain further information before determining the appropriate remedy.

6. Major and Minor Product Failures

Australian Consumer Law distinguishes between major and minor failures.

Major Failure

A failure may be considered major where, for example:

• A reasonable consumer would not have purchased the product if fully aware of the problem.

• The product is substantially different from its advertised description.

• The product is unsafe.

• The product cannot reasonably fulfil its ordinary intended purpose and cannot be easily remedied within a reasonable time.

For a major failure, you may generally choose between a refund and a replacement.

Minor Failure

Where a problem can be remedied and is not a major failure, Grand Vault Lab may be entitled to provide an appropriate remedy, such as a repair, replacement or refund, within a reasonable time.

If the problem cannot be resolved appropriately within a reasonable time, further remedies may become available under Australian Consumer Law.

The classification of a failure will depend on the actual circumstances, not simply on how a problem is described in a customer complaint.

7. How to Request a Return or Refund

To request a return, exchange or refund, contact our customer service team using the details below.

Email: [email protected]
Business Name: DEW CLOUD
Contact Person: Kerrie Courtney

We recommend using the subject line:

"Return or Refund Request – Order #[Your Order Number]"

Please include:

• Your full name.

• Your order number.

• The product name.

• The reason for your request.

• Relevant photographs or supporting information, where applicable.

Our team will review your enquiry and provide the appropriate next steps.

Please wait for return instructions before sending any product back. This helps ensure that your return is directed to the correct destination and can be identified when received.

8. Return Shipping Costs

For voluntary change-of-mind returns, customers are generally responsible for reasonable return shipping expenses unless we agree otherwise.

Where a product has a confirmed problem covered by Australian Consumer Law, we will comply with our legal obligations regarding reasonable return and transportation costs.

For fragile or bulky products, we will discuss an appropriate return arrangement based on the product and circumstances.

If reasonable transportation expenses are incurred in returning a product with a valid consumer guarantee claim, please retain relevant receipts or supporting records.

9. Refund Processing

Once a returned product has been received or the relevant issue has been assessed, we will determine the appropriate outcome.

Where a refund is approved, it will generally be returned to the original payment method.

Our refund process typically involves:

1. Receiving your return or complaint.

2. Reviewing your order information.

3. Assessing the condition of the product, where necessary.

4. Determining the appropriate remedy.

5. Submitting the approved refund to the payment provider.

For voluntary returns, we aim to submit approved refunds within 5–10 business days after the return has been received and assessed.

The time required for the funds to appear in your account depends on your bank, card issuer or payment provider.

For statutory refunds, we will comply with the timeframes required by law and will not rely on an internal processing target to delay an appropriate remedy.

10. Original Shipping Charges

For a voluntary change-of-mind return, the original shipping charge, if any, is generally non-refundable unless we agree otherwise.

Where a refund is required because of a failure covered by Australian Consumer Law, associated delivery charges will be treated in accordance with the applicable legal requirements.

Any applicable return shipping expenses will be explained before the return is arranged.

11. Exchanges

If you would prefer another decorative style, colour or product, you may contact us to enquire about an exchange.

For example, you may wish to exchange one artificial floral arrangement for another, choose a different vase design or select a different candle holder.

Exchanges are subject to product availability and our agreement.

Where an exchange is requested because of a product failure covered by Australian Consumer Law, your statutory rights will take priority over our voluntary exchange arrangements.

12. Order Cancellation Requests

If you wish to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to cancel an order before it enters the fulfilment or dispatch process.

Once an order has been packed, dispatched or handed over to a carrier, cancellation may no longer be possible.

If an order cannot be stopped before dispatch, please contact us to discuss the available options after delivery.

Any cancellation, refund or return will be handled in accordance with applicable law.

13. Contact Information

We want every customer to feel comfortable contacting us when assistance is needed.

For all return, refund and product-related enquiries, please contact:

Grand Vault Lab
Business Name: DEW CLOUD
Contact Person: Kerrie Courtney
Business Address: 12 Glenrosa Rd, Red Hill QLD 4059, Australia
Return Address: 12 Glenrosa Rd, Red Hill QLD 4059, Australia
Email: [email protected]
Website: https://www.grandvaultlab.com

We appreciate your trust in Grand Vault Lab and will make reasonable efforts to ensure that every customer concern is handled fairly, respectfully and transparently.

Your Consumer Rights

This policy is provided in addition to the rights and remedies available under Australian Consumer Law. Nothing in this policy is intended to exclude or restrict any consumer guarantee or statutory entitlement that cannot legally be excluded.