Last Updated: 10th July 2025
We want you to get a shopping experience that’s convenient, secure and satisfying every time. While our goal is to deliver your product order to you as quickly as possible in pristine condition, we acknowledge that mishaps can occur.
If they do occur, we have a fair, straightforward, transparent policy for handling and resolving issues. This page details this policy, which includes information on:
- What issues with items qualify for a return, exchange, or refund (in line with Australian Consumer Law)
- When items can’t be returned, and why (including reasonable limitations)
- How to lodge a return request and what information to include
- Timeframes for processing refunds and exchanges
- Our responsibility regarding delivery issues and how we get involved
Please take a few minutes to read this policy carefully so you know what to expect when you shop with us.
Refunds, Returns & Replacements
Our aim is to get our products to you in perfect condition and lightning speed – every time. While that’s our ambition, we know sometimes we don’t, or can’t, deliver on it. We’re not here to make excuses, we’re here to make the problem right. Above all, we prioritise your trust, confidence, and satisfaction when you buy from us.
If you have a problem with your order, we’ll always seek to resolve the issue quickly, fairly and transparently.
Depending on the scenario and your preferences, this may result in a refund, store credit, or replacement.
But we can’t always provide a remedy for issues with an order. Here, we’ll explain when we can help and when an issue falls outside our scope to fix.
When You’re Covered for Returns
For return requests relating to items that don’t arrive as expected, you’re likely covered by our return policy or standard Australian consumer guarantees.
These guarantees mean we’ll replace or refund any item that:
- Arrives damaged, faulty, or compromised (e.g. the item arrived with a cracked cap or bottle)
- Didn’t match the product description provided when you purchased it (wasn’t the item expected)
- It can’t be used for its reasonably intended purpose as sold
- Is the wrong physical item, or the product received is missing things (e.g. usage guidelines or labelling)
If one of these issues occurs, don’t open, use or damage the product. Simply grab some photos and reach out to us with your order number so we can assess.
You need to do so within 14 days (two weeks) of receiving the item for us to process the return. Beyond this timeframe, we assume the item has been accepted as fit for purpose by you.
What’s Not Eligible for Returns
As mentioned, we can’t accept all returns. When and why?
Change of mind: We can’t accept returns if you simply change your mind. Once a product leaves our care, it can’t be restocked due to safety and hygiene standards.
Misuse or improper storage: Products used incorrectly or stored outside the recommended conditions (such as heat or humidity) may no longer be safe or effective, making them ineligible for return.
Opened or used items: We can’t accept returns of opened or used products unless they’re faulty. This is to protect all customers from compromised goods.
Late return requests: Return requests must be made within 14 days of delivery so we can verify the issue while the order is still traceable and fresh.
Unauthorised returns: Sending an item back without first letting us know may void your eligibility, as we need to log and approve returns before they’re accepted.
Please remember to contact us first if you’re unsure or would like to initiate a return.
Not sure if your issue qualifies? Reach out to us and we’ll help guide you through it.
Making a Return Request
Got an issue with your item or order? We’re here to help. We’ll need a few things from you to get started.
To lodge a return request, reach out to us with the following information:
- Your order number (provided in your order confirmation email)
- A brief summary of the issue (describe what’s wrong with the item/s you received)
- Clear photos of the defect or damage, if applicable
- Pop “Return Request” in the subject line so we can flag and prioritise the contact
Once we’ve received your request, we’ll review the details and let you know if we need anything else.
If your return request meets the return criteria above, we may request that you return the item (s) to us for processing. We’ll cover the cost of any return shipping for valid return requests.
Remember, the more precise you are with the photos and details here, the easier it will be for our support team to review, assess and process the request.
When and How We Process Refunds
If your return is approved, we’ll issue your refund as soon as possible. We issue all refunds back to the original payment method used for the order.
Please note that refunds may take some time to process. They must be approved and processed on our end, then processed by the payment provider and the bank. They can take up to a couple of weeks to come through, depending on the circumstances. Most customers see refunds hit their account within around three business days, however.
How do you know when a refund is coming?
You’ll get an email when your refund has been approved and is on its way.
Still waiting after two weeks for it?
Here’s what to do:
- Log in to your banking or payments account and check for any pending credits
- Get in touch with your bank or payment platform, which might be holding the funds
- Contact us if nothing’s come through. We can troubleshoot on our end to verify that the refund was sent to the correct location.
Replacements & Exchanges
Would you prefer a replacement or an exchange of an item instead of a refund? No problem. We can offer you one if your item’s covered under the standard consumer guarantees listed above in the ‘When You’re Covered’ section.
Just let us know within 14 days of receiving your order, and we’ll take it from there. If the item you want to exchange for isn’t available, we’ll offer you a full refund or store credit. This is entirely up to you.
Remember that for exchanges, the replacement item needs to be of roughly equivalent value or type to the original item you purchased. You can’t replace the original item with one of higher value or price.
We believe in fair outcomes, swift resolutions, and providing you with options that work for you.
Delivery Issues & Missing Orders
Check out our complete guide on shipping and delivery here for all the details on how we handle and manage shipping.
Most of our parcels arrive without a hitch. But if your order is delayed, stuck in transit, or hasn’t shown up as expected, here’s what to do.
Start by checking the tracking link in your shipping confirmation email.
If it hasn’t been updated, or your parcel’s running late, try the following:
- Look for any attempted delivery notes or courier status updates. Sometimes, delays or issues don’t appear in the tracking statuses.
- Be patient. Particularly if you ordered during a holiday period. Mail can get congested during peak periods, such as Christmas or Black Friday.
- Keep an eye on delays from regional depot hold-ups. This is quite common, especially when different couriers are handling the item.
Still no luck after 10 business days, and tracking isn’t updating? Reach out to us with:
- Your order number and tracking info
- A short summary of what’s happened
- Notes on troubleshooting steps you’ve taken
- Any screenshots or courier updates you’ve received
We’ll investigate further for you and may raise a formal request with the postal service or carrier. If this occurs, we’ll keep you updated on the request and its progress.
Delayed or Lost Delivery Issues
Where shipments are completely lost or (in the worst case) stolen by someone en route, we’ll replace them free of charge. There’s nothing worse than not getting your parcel after eagerly awaiting it.
Before proceeding, we’ll ensure the shipment is investigated and confirmed as lost. Sometimes deliveries are sent to the wrong place or get mixed up in transit.
Once the courier’s investigation is finalised, we’ll:
- Confirm their findings with you
- Offer either a full refund or a replacement, whichever works best for you
- Double-check your delivery details to help prevent the issue from happening again
Heads up: If the address you entered at checkout was incomplete, insecure or incorrect, we can’t be held liable for the loss of an item (this is a limitation of warranty). Ensure the location you use for shipping at checkout is accurate, complete, and safe. This means providing us with the full postal address, including any unit numbers, letters, or other relevant details.
Still Need Help?
If you’re unsure whether your order qualifies for a return or if something just doesn’t feel right, our support team is just a message away.
Acceptance
We treat all our orders and return requests with the exact same policy for fairness. If you don’t agree to this policy, please don’t shop with us or make any orders via this website. Transacting with the online shop on this website represents your understanding, acknowledgement and acceptance of this Refunds & Returns Policy. You also accept our Disclaimers and Warranties in full as part of shopping with us.