Refund policy

 

Return & Refund Policy (Australia – NSW)

1. Your Rights Under Australian Consumer Law

We comply with the Australian Consumer Law (ACL) and NSW consumer protection regulations. Under the ACL, consumers automatically have consumer guarantee rights. This means you are entitled to a repair, replacement, refund or other remedy if the product:

  • is faulty, defective or unsafe;

  • does not match the description, sample or demonstration model; or

  • is not fit for a purpose that was made known to us.
    These rights cannot be excluded by any policy. NSW Government+1

2. Change of Mind Returns

If you simply change your mind about a purchase, we may offer a return or exchange at our discretion under these conditions:

  • The product is unopened, unused and in original condition;

  • All original packaging, seals, labels, accessories and documentation are intact;

  • You contact us within [XX] days from delivery; and

  • You provide proof of purchase (order number, receipt, tax invoice).

Note: Change of mind returns may be subject to a restocking fee and return shipping costs (unless required otherwise by law).

3. Faulty, Damaged, or Incorrect Items

If your product arrives damaged, faulty or isn’t what you ordered, please:

  1. Contact us within 7 days of delivery with:

    • your order number / proof of purchase;

    • photos of the item and packaging (if relevant); and

    • a description of the issue.

  2. We will assess your request promptly and confirm your eligibility. If accepted, we will offer a refund, replacement, or repair consistent with your ACL rights.
    Faulty/damaged products may be returned at our cost if they can be reasonably shipped back. ACCC

4. How to Return a Product

To return a product:

  • Email us at [Your email/contact] with your proof of purchase and return reason.

  • Once approved, we will provide instructions for return shipping.

  • Returned products must be in saleable condition (unless faulty) and include original packaging.

5. Refund Processing

Refunds will be issued using the original payment method within [7–14 business days] after we receive and inspect the return. You will be notified once the refund is processed.

6. Items Not Eligible for Change of Mind Returns

The following may not be accepted for change of mind returns, unless faulty or not as described under the ACL:

  • Opened or used skincare/health supplements;

  • Personal or intimate products where hygiene seals are broken;

  • Perishable items or products past their use-by date.

7. Your Legal Rights

This policy does not affect your statutory rights under the Australian Consumer Law, including your right to a remedy for defective or misdescribed products.
Businesses cannot legally deny refunds or appropriate remedies simply by stating a “no refund” policy. ACCC

If you want, I can tailor this to include specific timelines (e.g., 30-day change of mind) and your contact details or insert it into your website Terms & Conditions format. Also, if you want a title for your propolis product section (from your earlier question), I can help with that too!


in 14days

Here’s a clean, updated version with a 14-day return period, written to align with NSW / Australian Consumer Law and suitable for health supplements & skincare:

Return & Refund Policy (Australia – NSW)

1. Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a repair, replacement, or refund if a product:

  • Is faulty, defective, or unsafe

  • Does not match its description or sample

  • Is not fit for its intended purpose

These rights apply regardless of our store policy.

2. Change of Mind Returns (14 Days)

If you change your mind, we may accept a return under the following conditions:

  • The request is made within 14 days of delivery

  • The product is unopened, unused, and in original condition

  • All packaging, seals, and labels remain intact

  • Proof of purchase is provided

Return shipping costs for change-of-mind returns are the customer’s responsibility unless otherwise stated.

3. Faulty, Damaged or Incorrect Items

If your item is faulty, damaged, or incorrect, please contact us within 7 days of receiving your order with:

  • Your order number

  • A description of the issue

  • Clear photos of the item and packaging (if applicable)

Once assessed, we will offer a refund, replacement, or repair in line with Australian Consumer Law. Return postage for faulty items will be covered by us where required.

4. Non-Returnable Items (Change of Mind)

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Opened or used supplements

  • Opened skincare or cosmetic products

  • Products with broken safety seals

  • Perishable or time-sensitive goods

5. Refund Processing

Approved refunds will be processed to the original payment method within 7–14 business days after we receive and inspect the returned item.

6. How to Start a Return

To request a return, please contact us at: Contact Us

Include your order number and reason for return.

7. Your Consumer Rights

This policy does not limit your rights under the Australian Consumer Law. You are entitled to remedies for major failures or products that do not meet acceptable quality standards.