Contact us before returning anything
Please use our Contact page before sending a product back. Include your order number, the product name, the reason for the request and clear photos where the item is damaged, faulty or incorrect. Returning an item without instructions can delay assessment.
Change of mind
Change-of-mind purchases are not automatically covered by the consumer guarantees. We may assess a change-of-mind request based on timing, product condition, hygiene considerations and whether the item is unused and in its original packaging. Keep the product clean and do not send it until return instructions have been provided.
Faulty, damaged or incorrect items
If an item arrives damaged, appears faulty, differs materially from its description or is not what you ordered, contact us promptly. Photos of the packaging, product, label and affected area help us assess the issue efficiently. Please keep the item and packaging until we advise the next step.
Your rights under Australian Consumer Law
Products sold to Australian consumers come with automatic consumer guarantees. They should be of acceptable quality, be fit for any stated purpose and match their description. These rights cannot be excluded by a store policy. Depending on the nature of a problem, an appropriate remedy may include repair, replacement or refund.
How a request is assessed
- Contact us with your order details and a clear explanation.
- We review the information and may ask reasonable follow-up questions or request photos.
- We provide return or disposal instructions where required.
- We confirm the appropriate resolution once the issue has been assessed.
Return shipping and refunds
Where we have a legal obligation to provide a remedy, the matter will be handled in accordance with Australian Consumer Law. For an accepted change-of-mind return, return-shipping costs may be the customer’s responsibility. Approved refunds are sent to the original payment method; your financial institution may take additional time to display the funds.