Order Cancellation Policy
Cancellation
Policy
This page explains how to cancel orders from DAILY VITA LABS across our dietary supplements, skin care, hair care and comfort cushion categories — before and after dispatch — along with any statutory cancellation or withdrawal rights that apply in Australia, the United States, the United Kingdom, Canada and New Zealand.
Supplements
Skin Care
Hair Care
Comfort Cushions
What this Cancellation Policy covers
DAILY VITA LABS (ABN 78 671 782 111) offers dietary supplements, skin care, hair care and comfort cushions. This policy applies across these categories to one-time purchases. We do not currently offer subscriptions, recurring billing, memberships or auto-renewing orders of any kind, so nothing on this page relates to subscription cancellation. This policy instead explains your rights to cancel a standard one-time order, and it sits alongside, and does not replace, our Refund Policy, Shipping Policy and Terms of Service.
Prices and checkout currency follow your selected country/region: Australia — AUD; United States — USD; United Kingdom — GBP; Canada — CAD; and New Zealand — NZD. Confirm the currency code and total before paying. Cancellation refunds are issued in the original transaction currency to the original payment method. If your payment account uses another currency, your bank or payment provider may apply its own exchange rate or fees, so the converted amount may differ.
Before dispatch
You can cancel any order at no cost, for any reason, before it has been dispatched to the carrier. Contact us promptly so we can check the dispatch status.
After dispatch
Once an order has shipped it can no longer be cancelled in the traditional sense — it is instead handled as a return or refund request under our Refund Policy and, where applicable, your statutory withdrawal rights.
Statutory rights
Some countries give you an additional, non-excludable legal right to withdraw from a distance sale within a fixed window — set out in full in the Statutory Withdrawal Rights section below.
When and how you can cancel
Orders are typically packed and handed to our carrier within 1–2 business days of being placed. Our team will check whether the parcel has actually been handed to the carrier. A tracking number alone does not necessarily mean the order has been dispatched.
Before your order is dispatched
After your order is dispatched
When we may need to cancel an order
In line with the Mail, Internet, or Telephone Order Merchandise Rule (United States) and equivalent fair-trading obligations in Australia, the UK, Canada and New Zealand, we only accept an order when we have a reasonable basis to believe we can supply it within the timeframe stated at checkout. Occasionally we may need to cancel an order ourselves — for example, where an item is out of stock and cannot be restocked in a reasonable time, where a pricing or listing error has occurred, where we suspect fraud or an unauthorised use of a payment method, or where a delivery address falls outside a country we currently ship to.
If we cancel your order for any of these reasons, we will notify you promptly by email and provide a full refund of any amount already charged, including shipping, in full within the timeframe described in our Refund Policy. We do not charge a cancellation fee in these circumstances.
Cancellation, returns and warranty claims are not the same thing
To keep our process clear and to avoid any confusion at claim time, here is how the three are separated on our store.
Cancellation
Stopping an order before it has been dispatched. Covered entirely by this page. Always free, always a full refund.
Return / change of mind
Sending back an item you already received because you changed your mind. Covered by our 30-day Refund Policy, not this page.
Warranty claim
Reporting a manufacturing defect or fault. Covered by our Warranty Disclaimer and applicable statutory consumer guarantees, not this page.
How to cancel an order
We do not currently offer self-serve order cancellation through a customer account portal, so please contact us directly as soon as possible. Requests are reviewed during our support hours.
Contact us as soon as possible
Email support@dailyvitalabs.com or call +61 479 095 200 with the word "Cancel" in the subject line or at the start of your message, along with your order number.
We check the dispatch status
Our team checks whether your order has already been packed or handed to the carrier. Submitting a request does not itself confirm cancellation; we will confirm the outcome after checking the order status.
Confirmation
If the order can be cancelled, we confirm this by email and process a full refund to your original payment method, generally within our stated 1–2 business day response window.
If it has already shipped
We will tell you as soon as we know, and explain how to proceed under our Refund Policy — including the appropriate steps for arranging a return once the parcel arrives.
How long you have to cancel or withdraw
Time limits differ depending on your order status and, in some countries, a statutory right of withdrawal that applies on top of our own policy.
Your legal cancellation and withdrawal rights, by country
Some countries provide a specific legal right to cancel a distance-sale contract that goes beyond our own store policy; others rely on general consumer-guarantee and fair-trading law rather than a fixed cancellation window. The summaries below are provided for transparency and general information and are not a substitute for independent legal advice.
Australia
No general cooling-off period
The Australian Consumer Law does not give a general right to cancel a standard online purchase simply because you changed your mind. Statutory cooling-off periods under the ACL apply mainly to unsolicited consumer agreements, such as door-to-door or telemarketing sales, which do not apply to purchases made directly on our website.
Our own cancellation terms apply
Because no statutory cooling-off period applies to our type of sale, the cancellation windows described earlier on this page — free cancellation before dispatch, and our 30-day Refund Policy after delivery — are the operative terms for Australian customers.
Consumer guarantees still apply
None of the above affects your non-excludable consumer guarantees under the ACL if a product is faulty, not as described, or not fit for purpose — those rights are addressed in our Warranty Disclaimer, not this Cancellation Policy.
Where to escalate
Unresolved cancellation disputes may be raised with the Queensland Office of Fair Trading (our home state) or, for matters of national scope, the Australian Competition and Consumer Commission (ACCC).
United States
No general federal cooling-off period
The FTC's Cooling-Off Rule covers certain in-person sales at a home or temporary location. It does not provide a general cooling-off right for purchases made entirely online through our store.
Mail, Internet or Telephone Order Rule
Under the FTC's Mail, Internet, or Telephone Order Merchandise Rule, we may only accept your order where we reasonably expect to ship within the stated time. If we cannot, we must notify you and offer you the choice to cancel with a full refund or consent to the delay.
Card network chargeback rights
Independently of our policy, your card issuer may offer its own dispute or chargeback process for orders not received or not as described, governed by your cardholder agreement rather than by us.
State-level consumer protection
Some states impose additional requirements on sellers regarding order acceptance, delay notices and refund timing under their own unfair or deceptive trade practices statutes.
United Kingdom
Consumer Contracts Regulations 2013
As a distance sale, UK customers generally have 14 days beginning the day after the goods are received to cancel the order for any reason, without needing to give a reason, and a further 14 days from telling us to return the goods.
Refund timing and deductions
Where you cancel under this right, we refund the price paid, including standard delivery cost, without undue delay and within the applicable statutory deadline. For returned goods, we may withhold the refund until we receive the goods or evidence that they were sent back, whichever is earlier. We may deduct an amount for any diminished value caused by handling the goods beyond what is necessary to establish their nature and function.
Hygiene-sealed exception
Where a product is sealed for health or hygiene reasons and that seal has been broken after delivery, the statutory right to cancel may not apply if the item is genuinely unsuitable for return for those reasons. This is not a blanket exclusion for all supplements, skin care, hair care or cushions. Rights relating to faulty or misdescribed goods remain unaffected.
Where to escalate
Unresolved cancellation disputes may be referred to the Chartered Trading Standards Institute (CTSI) or a relevant Alternative Dispute Resolution (ADR) body.
Canada
Internet sales agreement disclosure
Provincial consumer protection statutes, such as Ontario's Consumer Protection Act, 2002, require online sellers to disclose specific order information (price, itemised costs, cancellation policy, delivery terms) before a contract is formed. Providing this information clearly, as we do at checkout and on this page, is what supports the shorter statutory cancellation windows below.
Right to cancel for non-disclosure (Ontario)
For qualifying internet agreements, specified disclosure failures or failure to provide an opportunity to accept or decline and correct errors can give a right to cancel until 7 days after receiving a copy. If the required copy is not provided, cancellation may be available within 30 days of entering the agreement. Separate rules can apply to late delivery; these periods are not a general change-of-mind right.
Quebec distance-contract cancellation
Under the Consumer Protection Act (Quebec), a consumer may generally cancel a distance contract within 7 days of receiving a copy of the contract in defined circumstances, such as where required disclosures were incomplete.
Competition Act (Federal)
Our order-acceptance and cancellation communications are prepared to comply with the misleading advertising and representation provisions of the federal Competition Act.
New Zealand
No general statutory cooling-off period
New Zealand's Consumer Guarantees Act 1993 governs the quality and fitness of goods, not a general right to cancel an online order for change of mind. There is no fixed statutory cooling-off period equivalent to the UK's for a standard online purchase of the kind we sell.
Fair Trading Act 1986
Any statement we make about order acceptance, dispatch timing or cancellation must be accurate and not misleading, in line with the Fair Trading Act 1986, enforced by the Commerce Commission.
Cross-border seller disclosure
As an overseas-based online retailer selling into New Zealand, we clearly disclose our cancellation terms, delivery estimates and any GST or import charges that may apply, so New Zealand customers have the same transparency as domestic ones before completing a purchase.
Where to escalate
Unresolved matters may be referred to the New Zealand Commerce Commission or Consumer Protection, part of the Ministry of Business, Innovation & Employment.
Talk to a real person about your order
Contact the DAILY VITA LABS support team with your order number and cancellation request. Our support hours and contact details are listed below.