Complaints & Dispute Resolution
Complaints & Dispute Resolution
If something about your order, your Ergonomic Memory Foam Seat Cushion, your Car Seat Cover Towels, or your experience with DAILY VITA LABS hasn't gone the way it should, this page sets out exactly how to raise it, what happens next, and which independent bodies you can turn to in Australia, the United States, the United Kingdom, Canada or New Zealand if we can't resolve it together directly.
Our commitment to fair, transparent complaint handling
DAILY VITA LABS is a trading name of URBAN CLOTHING PTY LTD, a small Australian-registered team selling two focused product lines: the Ergonomic Memory Foam Seat Cushion and Car Seat Cover Towels. This page explains how we handle complaints about a product, an order, our advertising, our website, our data handling, or any other part of your experience with us — and the statutory consumer-protection frameworks and independent dispute-resolution bodies available to you in every country we ship to, regardless of which regional law applies to your purchase.
Complaint categories we handle
A complaint can be about almost any part of shopping with us. The most common categories we see are:
Product quality or faults
Your Seat Cushion's foam or cover has a defect, or your Car Seat Cover Towel's snap-fit closure, stitching or absorbency doesn't match what was described.
Shipping, delivery & fulfilment
An order arrived late, damaged, incomplete, or was fulfilled from a facility or in a way that wasn't disclosed at checkout.
Billing & refunds
You were charged an incorrect amount, a refund hasn't been processed within the timeframe stated in our Refund Policy, or a promotional price wasn't honoured.
Advertising & product description accuracy
You believe a product page, comparison chart or marketing claim about either product was misleading, inaccurate or exaggerated.
Privacy & data handling
A concern about how your personal information was collected, stored, used or shared, or a request to access, correct or delete your data that hasn't been actioned.
Customer service experience
A support interaction, phone call or email exchange with our team fell short of the standard you'd expect.
Our three-step internal resolution process
Every complaint is handled by a real person on our Queensland-based support team — never an automated ticketing bot. Here's exactly what happens from the moment you contact us.
Tell us what happened
Email support@dailyvitalabs.com or call +61 479 095 200 with your order number, the product involved, and a clear description of the issue. Photos or video of a faulty item help us resolve things faster.
Acknowledged within 1–2 business daysWe investigate & propose a resolution
Our support team reviews your order history, any photos provided, and the relevant policy (Refund Policy, Shipping Policy or Privacy Policy) to propose a fair outcome — repair, replacement, refund, correction or an explanation, as appropriate to your complaint category and your statutory rights in your country.
Resolution proposed within 5 business days of acknowledgementInternal escalation if unresolved
If you're not satisfied with the initial response, ask for your complaint to be escalated. It will be reviewed personally by a senior member of our team who was not involved in the original decision, and you'll receive a written final response.
Final internal response within 10 business days of escalationWhat to include when you contact us
A complete first message means we can usually resolve straightforward issues in a single reply. Please include:
Your order number
Found in your order confirmation email or Shopify order status page.
Photos or video, where relevant
For a product-quality complaint, clear images of the fault, the packaging and the product label speed up assessment significantly.
A clear description of the issue
What happened, when it happened, and what outcome you're hoping for — repair, replacement, refund or a correction.
Your delivery country
So we can apply the correct statutory rights and refer you to the right independent body if needed, from Australia, the United States, the United Kingdom, Canada or New Zealand.
If we can't resolve it together, here's who else can help
We always want the chance to put things right directly first. If a complaint remains unresolved after our internal escalation step, or you'd simply prefer independent review, the following statutory rights and dispute-resolution bodies apply in each country we serve.
Australian Consumer Law (ACL)
Both products come with consumer guarantees under the ACL that cannot be excluded — acceptable quality, fitness for purpose and matching description. A major failure entitles you to choose a refund or replacement; a minor failure may be resolved by repair.
Queensland Office of Fair Trading
As we are registered and headquartered in Alexandra Hills, Queensland, unresolved complaints connected to Australia may be referred to the Queensland Office of Fair Trading for informal mediation between us and you.
Australian Competition & Consumer Commission (ACCC)
For matters of national scope, such as a suspected breach of the ACL's misleading or deceptive conduct provisions, complaints can also be raised with the ACCC, which oversees national compliance with the Competition and Consumer Act 2010.
Office of the Australian Information Commissioner (OAIC)
Privacy-related complaints that we can't resolve directly may be escalated to the OAIC, which oversees compliance with the Privacy Act 1988 and the Australian Privacy Principles.
Federal Trade Commission (FTC)
Complaints about advertising accuracy, order fulfilment timeframes under the Mail, Internet, or Telephone Order Rule, or unfair and deceptive practices connected to a U.S. purchase may be lodged with the FTC through its ReportFrUSD.ftc.gov portal.
State Attorney General & consumer protection office
Each U.S. state maintains its own Attorney General consumer protection division. If your complaint isn't resolved with us directly, you may lodge it with your own state's office, which typically offers free complaint mediation.
Better Business Bureau (BBB)
The BBB operates a free, voluntary dispute-resolution service between businesses and customers across the United States, and is a common first point of independent escalation for online retail complaints.
California Consumer Privacy Act (CCPA/CPRA)
California residents whose privacy request under the CCPA/CPRA hasn't been actioned within the statutory timeframe may lodge a complaint with the California Privacy Protection Agency.
Consumer Rights Act 2015
Goods must be of satisfactory quality, fit for purpose and as described. If a fault appears, you may be entitled to the short-term right to reject (within 30 days), or a repair, replacement, price reduction or final right to reject thereafter.
Chartered Trading Standards Institute (CTSI)
The CTSI provides general consumer guidance and can direct you to your local Trading Standards service, which investigates unresolved trading complaints connected to online retailers selling into the UK.
Alternative Dispute Resolution (ADR) entities
Under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, unresolved complaints may be referred to a certified ADR provider approved by a UK regulator, which offers a lower-cost route than court for eligible disputes.
Information Commissioner's Office (ICO)
UK GDPR and Data Protection Act 2018 privacy complaints that we can't resolve directly can be escalated to the ICO, the UK's independent data protection regulator.
Provincial consumer protection offices
Consumer protection for online purchases is primarily handled at the provincial level. Depending on your province, legislation such as Ontario's Consumer Protection Act, 2002 gives you cancellation, disclosure and remedy rights that we honour alongside our own Refund Policy.
Competition Bureau Canada
Complaints about misleading advertising or representations connected to the federal Competition Act may be lodged with the Competition Bureau, which enforces national advertising standards.
Office of the Privacy Commissioner of Canada
Privacy complaints under the federal Personal Information Protection and Electronic Documents Act (PIPEDA) that we can't resolve directly may be escalated to the Office of the Privacy Commissioner of Canada.
Small Claims Court
Where a dispute connected to Canada can't be resolved through the routes above, your provincial Small Claims Court provides an accessible venue for disputes under the applicable monetary limit.
Consumer Guarantees Act 1993
Goods supplied to New Zealand customers are guaranteed to be of acceptable quality, fit for purpose and to match their description, with a right to repair, replacement or refund depending on the severity of the failure.
Commerce Commission
Complaints about misleading conduct or false representations under the Fair Trading Act 1986 connected to New Zealand purchases may be reported to the Commerce Commission.
Consumer Protection (MBIE)
Consumer Protection, part of the Ministry of Business, Innovation & Employment, offers general guidance and mediation support for unresolved consumer disputes connected to online purchases from overseas retailers such as ours.
Disputes Tribunal
For unresolved disputes connected to New Zealand within the applicable monetary limit, the Disputes Tribunal offers a low-cost, informal venue for resolution without needing a lawyer.
Independent bodies, at a glance
A summary of the primary independent body for general consumer complaints in each market we serve.
Fair Trading QLD / ACCC
Consumer & competition matters
FTC / State AG
Federal & state consumer protection
CTSI / Certified ADR
Trading standards & ADR schemes
Competition Bureau
Provincial protection offices
Disputes Tribunal
Commerce Commission & MBIE
Please talk to us before opening a chargeback
If a payment on your card statement looks wrong, or you're considering a chargeback through your bank or card issuer, we ask that you contact us first at support@dailyvitalabs.com. Most billing concerns can be resolved directly and faster than a formal chargeback process, which can take your bank several weeks to determine. All payments on this store are processed through Shopify's PCI DSS-compliant payment infrastructure, and we retain order and transaction records to respond quickly to any payment enquiry or dispute raised through your card issuer.
Who you are raising a complaint with
Full corporate transparency, listed once, in one place — the same details that appear on every invoice, policy page and order confirmation we send.
How we keep the process fair
We record every complaint we receive, the outcome, and the date it was resolved, so we can identify recurring issues with a product, a shipping route or our own processes and fix them at the source — not just resolve the same problem one customer at a time. Every complaint is assessed on its individual facts against the applicable consumer-guarantee law and our own published policies; no complaint is dismissed without a documented reason, and no customer is treated differently based on how a complaint is worded or how many times they've previously contacted us in good faith.
Vexatious or abusive contact
We will always engage constructively and in good faith. Where contact becomes abusive toward our team, or a resolution already provided in line with your statutory rights is repeatedly re-raised without new information, we may limit further correspondence on that specific matter to written communication only, while still honouring any outstanding statutory remedy you are entitled to.
Talk to a real person about your complaint
Whichever country you're writing from, our Queensland-based support team reviews every complaint personally and responds within our published support hours.