Return and Refund Policy

Effective Date: 12 November 2026

At Vivo Table Goods, we want every coffee moment to begin with confidence. Whether you are choosing a coffee dripper for your morning brewing ritual, a cup for your favourite espresso, or glassware for everyday use and entertaining, we want your order to arrive as expected and be suitable for its intended purpose.

This Return and Refund Policy explains how to request a return, exchange, replacement or refund when shopping at www.moderndishhub.com. It applies to purchases made directly through our website and should be read together with your rights under the Australian Consumer Law.

Our aim is to make the process clear, fair and practical. Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee or other right that cannot lawfully be excluded under Australian law.

1. Your Rights Under Australian Consumer Law

Products sold to Australian consumers are covered by consumer guarantees under the Australian Consumer Law (ACL), where applicable.

These guarantees include the right to expect that products:

• Are of acceptable quality, taking into account their nature, price and other relevant circumstances.

• Are reasonably fit for any purpose that we have represented they are suitable for.

• Match their description, photographs and other representations, subject to reasonable differences in presentation.

• Match any sample or demonstration model where one has been provided.

• Are supplied with clear title and without undisclosed security interests.

If a product does not meet an applicable consumer guarantee, you may be entitled to a remedy. Depending on the nature and seriousness of the problem, that remedy may include a repair, replacement, refund or compensation for reasonably foreseeable loss.

A manufacturer's warranty or any voluntary return period offered by Vivo Table Goods operates separately from these statutory rights.

2. When You May Request a Return or Refund

You may contact us if:

• Your coffee dripper, coffee cup or glassware arrives damaged.

• You receive an item that is different from the product you ordered.

• An item is missing from your parcel.

• A product has a manufacturing defect or does not function as reasonably expected.

• A product does not match its material, dimensions, capacity, colour or other material description.

• Your order arrives with a problem that may indicate it does not meet an applicable consumer guarantee.

• You wish to request a return because you have changed your mind, subject to the voluntary conditions below.

Please contact us as soon as reasonably practical after discovering a problem. Prompt notification helps us investigate shipping damage, identify the affected item and arrange an appropriate solution. However, contacting us after a particular number of days does not automatically remove any rights you may have under the ACL.

3. Change-of-Mind Returns

If you simply change your mind, select the wrong style or decide that an item is no longer needed, we may consider a return request under our voluntary change-of-mind arrangements.

Unless otherwise stated on the relevant product page or required by law, a change-of-mind return may be accepted where:

• You contact us within 14 days after receiving the order.

• The product is unused and in its original condition.

• The product is returned with its original packaging, accessories, inserts and included components where reasonably available.

• The item has not been damaged through use, mishandling or improper storage.

• You provide your order number or another reasonable proof of purchase.

Please obtain our return instructions before sending an item back. Unauthorised parcels may be delayed or difficult to identify.

For an eligible change-of-mind return, the customer is generally responsible for the return postage cost. Original delivery charges, if any, are not ordinarily refundable for a change-of-mind return unless required by law or agreed by us.

We may decline a voluntary change-of-mind request if the stated conditions are not met. This does not affect your rights where a product is faulty, damaged, misdescribed or otherwise fails to meet an applicable consumer guarantee.

4. Damaged, Defective or Incorrect Products

We understand that coffee equipment and glassware need to arrive in suitable condition. If your parcel arrives with broken glass, a chipped rim, a cracked dripper, a damaged handle or another product issue, please contact us.

To help us assess the issue, please provide:

• Your order number.

• The name or description of the affected product.

• A short explanation of the problem.

• Clear photographs of the product and the relevant damage, where practical.

• Photographs of the external parcel and internal protective packaging if the damage may have occurred during transit.

Please keep the affected item and packaging until we have reviewed your request. Do not continue using an item that appears unsafe, cracked or structurally compromised.

We will assess the circumstances and determine the appropriate remedy in accordance with the ACL. Depending on the issue, this may involve a replacement, refund, repair where appropriate, or another legally available solution.

For a product with a major failure, you may generally choose between a refund and a replacement, subject to the ACL. For a failure that is not major, we may be entitled to provide a remedy within a reasonable time. If the failure cannot be remedied within a reasonable time, further statutory remedies may become available.

5. Product-Specific Return Considerations

Coffee Drippers

Coffee drippers may be made in different shapes, sizes and materials. When assessing a return, we may consider whether the item:

• Has a crack, fracture, significant chip or other structural defect.

• Has a drainage or brewing feature that materially differs from its product description.

• Is materially different from the selected model or size.

• Has damage that affects ordinary use or reasonable safety.

Minor variations in appearance may occur between individual products, particularly where the product is made from materials with natural or manufacturing variations. Such variations are not automatically defects, but they must not contradict the product description or any specific representation made at the time of sale.

Coffee Cups

For coffee cups, relevant issues may include a cracked body, broken handle, unstable base, material or capacity that differs materially from the listing, or another defect affecting ordinary use.

Please stop using a cup if it is cracked, has a sharp broken edge or appears unsafe. We may ask for photographs to understand the issue, but you are not required to keep using a potentially unsafe item to demonstrate the problem.

Glassware

Glass products require careful handling. If a glass arrives broken, cracked or significantly chipped, please avoid handling sharp fragments and contact us with photographs where safe to do so.

A product that breaks during ordinary, reasonably expected use may raise a consumer-guarantee issue depending on the circumstances, the product description and the cause of the breakage. Damage caused by an accident, impact, misuse or use contrary to clearly communicated care instructions may be treated differently.

6. Items We May Not Accept for Change-of-Mind Returns

For voluntary change-of-mind returns, we may not accept products that:

• Have been used, washed or put into service.

• Have been damaged after delivery through accidental impact or improper handling.

• Are missing essential components or accessories.

• Have been altered or modified.

• Are returned without prior contact and cannot reasonably be identified.

These conditions apply only to voluntary change-of-mind returns. They do not remove your statutory rights for products that fail to meet an applicable consumer guarantee. We will consider faulty-product claims on their individual merits.

7. How to Request a Return

Please follow these steps:

Step 1 — Contact our team

Email sales@moderndishhub.com with the subject line “Return or Refund Request”.

Step 2 — Provide your order details

Include your order number, the product name and a description of the reason for your request.

Step 3 — Provide supporting information

If the product is damaged, defective or incorrect, include photographs or other relevant details where practical.

Step 4 — Wait for return instructions

We will review your request and explain the next steps. If a return is appropriate, we will provide the relevant return instructions.

Step 5 — Send the product where required

Package the item securely and use a suitable delivery method. If we ask you to return a product, please retain your postage receipt and tracking information.

Do not send products to our business address unless we have confirmed that this is the correct return destination for your particular request.

8. Return Shipping Costs

For a change-of-mind return accepted under our voluntary policy, the customer is generally responsible for return postage.

Where a product fails to meet an applicable consumer guarantee, reasonable return costs may need to be covered or reimbursed by us in accordance with Australian law. We will explain the arrangements applicable to your case.

If we provide a prepaid return label or another return method, please follow the instructions supplied with it.

9. Refund Processing

Once a return or refund request has been assessed and approved, we will arrange the applicable refund.

Where practical, refunds will be issued to the original payment method. The time taken for the funds to appear in your account may depend on your bank, card issuer or payment provider.

A refund confirmation from us does not necessarily mean that the funds will appear immediately in your account. If the refund has been processed but is not visible after a reasonable period, please contact your payment provider and then let us know if further assistance is needed.

We will not impose an administrative fee that unlawfully reduces a refund or a remedy owed under the ACL.

10. Exchanges and Replacements

If you receive an incorrect or defective product, we may offer a replacement where appropriate and available. For change-of-mind requests, exchanges are subject to stock availability and our voluntary return conditions.

If the exact product is unavailable, we will discuss the available options with you. We will not require you to accept store credit or a substitute product where the ACL gives you the right to another remedy.

11. Orders Cancelled Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at sales@moderndishhub.com.

We will make reasonable efforts to stop the order if fulfilment has not progressed too far. If the parcel has already been handed to the carrier, cancellation may no longer be possible before delivery. In that situation, please contact us so we can discuss the available options.

Nothing in this section limits any cancellation or refund right available under Australian law.

12. Refunds for Missing or Lost Parcels

If tracking information indicates that a parcel has not arrived, or if the parcel appears to be lost in transit, contact us with your order number.

We may check the carrier's tracking information and delivery records and, where appropriate, make an enquiry with the delivery provider. We will consider the circumstances and applicable legal obligations before determining the next step.

A parcel being marked as delivered does not automatically resolve every delivery dispute. If you believe it was delivered to the wrong location or was not received, please tell us promptly so that we can investigate.

13. Contact Us

For all return, refund, replacement and exchange enquiries:

Vivo Table Goods
10 Lachlan Street
Yeoval, NSW 2868
Australia

Email: sales@moderndishhub.com
Website: https://www.moderndishhub.com

Please include your order number in all correspondence so that we can locate your purchase more efficiently.

14. Changes to This Policy

We may update this policy from time to time to reflect changes to our products, operations or legal obligations. The version published on our website at the time of your purchase will generally be the relevant version for that transaction, subject always to applicable law.

Important: Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.