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This policy explains the documented process for faulty, damaged, incorrect and eligible unopened products, including the information required before a return is approved and the remedies that may follow inspection.
Refund and Returns Policy
Last updated: 26 September 2026
Overview
We want every order to arrive in good condition and match what was ordered. This policy explains how to request help with a faulty, damaged, incorrect or unwanted product.
Faulty, Damaged or Incorrect Products
If your product arrives damaged, appears faulty or is different from what you ordered, contact us promptly through the Contact Us page. Include your order number, a description of the issue and clear photographs where available.
Do not use a product that is damaged, leaking, unusually hot or otherwise appears unsafe. Keep the product and its packaging until we confirm the next step.
Change-of-Mind Returns
For health, hygiene and safety reasons, we cannot accept a change-of-mind return for a product that has been opened, used, activated or removed from sealed packaging.
An unopened and unused product in its original sealed packaging may be considered for return if you contact us within 14 days of delivery. Approval is required before sending any product back. The return-delivery charge for an approved change-of-mind return is A$19.90 per order.
Return Process
- Contact us through the Contact Us page and provide your order details.
- Wait for return instructions and approval before sending the product.
- Pack the approved return securely and use a trackable delivery service.
Please do not send products to the manufacturer or to an address not provided by our support team.
Refunds and Replacements
After an approved return is received and inspected, we will notify you of the outcome. Depending on the circumstances, the available remedy may include a replacement, repair, store credit or refund.
Approved refunds are returned to the original payment method where possible. Banks and payment providers may require additional processing time before the funds appear.
Delivery Charges
Where a product is confirmed to be faulty, damaged or incorrectly supplied, reasonable delivery costs will be handled in accordance with applicable consumer law. Original delivery charges for a change-of-mind return are generally not refundable. The A$19.90 return-delivery charge is payable by the customer.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies rights and remedies that cannot be excluded under the Australian Consumer Law. For a plain-language summary of your consumer rights, see the ACCC guide to repair, replace, refund or cancel.
Need Help?
Contact our customer support team through the Contact Us page before returning a product.