Refund policy
This policy applies to all orders placed through forvem.com regardless of your country of purchase.
1. Return Window
We offer a 30-day return window from the date your order is marked as delivered by the carrier. Requests made after 30 days of the delivery date will not be accepted.
2. Return Eligibility
To be eligible for a return, your item must meet all of the following conditions:
- Unused and in the same condition as when received
- In its original, undamaged packaging with all accessories and documentation included
- Accompanied by your order number as proof of purchase
Items that do not meet these conditions will not be accepted and will be returned to you at your cost.
3. Non-Returnable Items
The following items cannot be returned or refunded under any circumstances:
- Personal care, hygiene, and wellness products that have been opened or used
- Custom or personalised products
- Perishable goods
- Hazardous or flammable materials
- Digital products or downloadable content
- Sale items and gift cards (all final sale)
- Any item not in its original condition or missing original packaging
4. How To Start a Return
To initiate a return you must contact us first at support@forvem.com before sending anything back. Include:
- Your order number
- Your reason for return
- Clear photos of the item and all packaging
Returns sent without prior written approval will not be accepted and no refund will be issued.
Once approved, you will receive written instructions and a return address. We do not provide prepaid return labels unless the return is due to our error.
5. Return Shipping Costs
Unless the item is defective or we sent the wrong item, the customer is responsible for the cost of shipping the item back to us, using a trackable shipping method of their choice.
In addition, a return processing fee applies to standard returns, covering inspection, restocking, and handling. This fee is deducted from your refund and is separate from the cost of posting the return parcel, which is paid directly by the customer to their shipping carrier.
Return processing fees by region:
- Australia: AUD $30
- United States: USD $22
- Canada: CAD $30
- United Kingdom: GBP £18
- Europe: EUR €22
- All other countries: AUD $30 equivalent
All returns must be sent via a trackable shipping method. We are not responsible for return parcels lost in transit. Refunds will not be issued for returns that do not arrive at our facility.
6. Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery. If you believe your item arrived damaged, defective, or incorrect, you must contact us within 48 hours of the delivery date at support@forvem.com with all of the following:
- Clear photos of the outer packaging showing all sides
- Photos of the shipping label on the package
- Photos of the item itself showing the alleged damage or defect
- Your order number
Claims submitted without photographic evidence will not be processed. We reserve the right to assess each claim individually based on the evidence provided. Submitting false or misleading claims may result in your account being blocked from future purchases.
If your claim is approved, we will offer a replacement, store credit, or refund at our discretion.
7. Refunds
Once your return is received and inspected, we will notify you of the outcome within 3 business days. If your return is approved:
- Refunds are issued to your original payment method only
- Processing time is up to 10 business days from approval
- Your bank or card provider may require additional time to reflect the refund
- We are not responsible for currency conversion differences between the time of purchase and refund
- Original outbound shipping charges paid at the time of purchase are non-refundable, as these reflect costs already incurred in delivering your order
If 15 business days have passed since your refund was approved and you have not received it, contact us at support@forvem.com.
8. Price Difference Claims
We do not offer refunds or price adjustments because the same or similar product is found at a lower price on another website, marketplace, or platform. Prices vary between retailers and this does not constitute a valid reason for return or refund under our policy or applicable consumer law in any jurisdiction we operate in.
9. Undelivered Packages
If your tracking information shows your order as delivered but you have not received it, we recommend:
- Checking with neighbours, building management, or your mailbox
- Contacting your local post office or courier with your tracking number
- Waiting 2–3 business days as scanning errors can occur
We are not responsible for packages confirmed as delivered by the carrier. If you believe your package was stolen after delivery, please contact your local authorities and your payment provider directly.
10. Incorrect Address
We are not responsible for orders shipped to an incorrect address provided by the customer at checkout. If a package is returned to us due to an incorrect address, a AUD $20 restocking fee applies and the customer is responsible for reshipping costs.
11. Promotional and Discounted Orders
Orders placed under promotional offers — including Buy One Get One, bundle discounts, or any other promotional pricing — follow a proportional refund structure. If only part of a promotional order is returned, the refund will reflect the proportional value of the returned items relative to the total amount paid, not the full individual retail price of each item.
12. Exchanges
To request an exchange, contact us at support@forvem.com.
Exchanges are subject to product availability and must be requested within 30 days of delivery.
An exchange fee applies per item to cover processing, handling, and restocking costs. The customer is also responsible for all return shipping costs to send the original item back.
Exchange fees by region:
- Australia: AUD $30
- United States: USD $22
- Canada: CAD $30
- United Kingdom: GBP £18
- Europe: EUR €22
- All other countries: Actual carrier cost plus AUD $30 equivalent
Once we receive and inspect the returned item, your exchange will be processed within 5–7 business days.
Exchanges sent without prior written approval will not be accepted.
13. International Orders — Important Notice
Forvem® ships worldwide from international fulfillment centres. Please note the following before placing an order:
- Delivery times vary by country. Please allow the full estimated delivery window shown at checkout before contacting us about a late delivery
- Customs duties, import taxes, and any local fees charged by your country's authorities are entirely the responsibility of the customer and are not refundable
- If a package is refused at customs or returned due to unpaid duties, no refund will be issued and reshipping costs apply
- All refunds are processed in the currency of the original transaction. We are not responsible for exchange rate fluctuations
Australian Customers: Our returns process is consistent with the Australian Consumer Law (ACL). If your product has a major failure, you are entitled to a replacement or refund. If it has a minor failure, we may repair or replace at our discretion.
United States Customers: Our 30-day return policy applies to all US orders. Nothing in this policy limits any rights you may have under applicable state consumer protection laws.
European Union Customers: EU consumers have the right to withdraw from a purchase within 14 days of receiving goods without giving a reason, provided the item is unused and in original condition. This right does not apply to personal care items that have been opened or hygiene products. To exercise your right of withdrawal, contact us at support@forvem.com within 14 days of delivery.
United Kingdom Customers: UK consumers have the right to return most goods within 14 days under the Consumer Contracts Regulations 2013, provided items are unused and in original condition.
Canadian Customers: Our 30-day return policy applies. Consumer protection rights vary by province, and nothing in this policy is intended to limit your statutory rights under applicable Canadian consumer law.
14. Our Right To Refuse
We reserve the right to refuse a return or refund if:
- The item shows signs of use, wear, or damage caused by the customer
- Original packaging is missing or damaged by the customer
- The return request is made outside the 30-day window
- Photographic evidence does not support the claim made
- We have reasonable grounds to believe the claim is fraudulent
15. Contact Us
For all return, refund, or exchange enquiries, contact us at:
Email: support@forvem.com
Response time: Within 24 hours, 7 days a week
Please include your order number in all correspondence to help us assist you faster.
