Shipping & Returns

Returns, Refunds & Exchanges (Australia)

Summary

  • All sales are final.

  • Change-of-mind returns are not accepted.

  • We do not resend or refund unless an item arrives damaged or is faulty under the ACL.

  • Refunds require the item to be returned to us and assessed (unless the ACL requires otherwise).

  • Subscriptions: If you don’t cancel before renewal, no refunds.

(Your rights under the Australian Consumer Law are not limited by this policy.)

1) Damaged on Arrival (DOA) or Missing Items

If your order arrives visibly damaged, or an item is missing from the parcel:

  • Notify us within 48 hours of delivery with:

    • Your order number,

    • Clear photos of the outer carton, all internal packaging, and the damaged item (multiple angles),

    • A brief description of the issue.

  • Keep all packaging until your claim is resolved.

  • Once verified, we’ll offer one of: a replacement, store credit, or a refund to your original payment method.

  • If a return is required, we’ll let you know how to send it back. For confirmed DOA, we cover reasonable return costs or arrange a label.

We don’t refund/resend for minor cosmetic packaging scuffs that don’t affect product use.

2) Faulty Products (Not Damaged in Transit)

If a product is faulty or fails to meet acceptable quality:

  • Contact us promptly with your order number, a description, and photos/video.

  • We may troubleshoot or request a return for inspection.

  • If confirmed faulty, you’re entitled to a repair, replacement, or refund depending on the nature of the failure (as required by the ACL). For a major failure, you may choose a refund or replacement.

3) Change-of-Mind & Hygiene

  • No change-of-mind returns.

  • For hygiene and safety, opened or used products, or products with tampered packaging, are not returnable under any circumstance (except where required by law).

4) Returns—Eligibility & Process

We only accept returns where:

  • We’ve authorised the return in writing (RMA), and

  • The product is unused, unopened, and in resaleable condition with all original packaging (unless returning a faulty item under the ACL).

Process

  1. Email us for an RMA with your order number and reason.

  2. If approved, ship the item back within 14 days using a tracked service and share the tracking number.

  3. Return shipping is at your cost unless we’re at fault or the ACL requires us to cover it.

  4. On receipt and inspection, we’ll confirm the outcome.

Shipping fees are non-refundable except where we’re legally required to refund them.

5) Subscriptions (Auto-Renew)

  • Subscriptions auto-renew on the schedule you select.

  • To cancel, skip, or change an upcoming order, do so before the renewal/charge time shown in your portal or emails.

  • No refunds after renewal if you failed to cancel in time; orders may begin processing immediately.

  • If a subscription parcel returns to sender due to an incorrect address or non-collection, we can re-ship once you pay the additional postage. Original shipping is not refundable.

6) Address Errors, Delivery Issues & Delays

  • Customer-entered address errors: We’re not responsible for loss or misdelivery caused by incorrect addresses. If the parcel returns to us, we can re-ship for an additional postage fee.

  • Authority to Leave (ATL)/safe-drop: If you select ATL or the courier applies it, risk passes at drop. Theft after delivery is not covered by us.

  • Courier delays, weather events, strikes, and other carrier issues are outside our control and not grounds for refund. We’ll assist with reasonable tracking enquiries.

7) Final Sale, Bundles & Promotions

  • Sale items, promotional bundles, and freebies are final sale and not returnable (except for damage/fault under the ACL).

  • If a bundle item is faulty, remedies may apply to that item only.

8) Refunds—Method & Timing

  • Refunds (where approved) are processed to the original payment method.

  • Depending on your bank, it can take 3–10 business days to appear.

  • We do not offer cash refunds for card purchases.

  • Shipping charges are not refunded unless legally required or we made an error.

9) Australian Consumer Law (Mandatory Notice)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

10) How to Lodge a Claim

Visit our customer support centre here.
Include: order number, description, and photos/videos (if applicable).
We’ll reply with next steps or an RMA if required.