Returns & Refunds 

All conditions outlined below follow The Australian Consumer Law Consumer Rights & Guarantees.

We will always do our best to accommodate returns and refunds where applicable. Please read all of the information below and instructions provided on each product page to ensure you are using our products correctly and safely.

Once you have made a purchase, you have agreed to all the sections and points outlined below. If you have any questions or concerns regarding a return, please email us using our Contact form on the ‘Contact Us’ page.

Our money back guarantee policy lasts 14 days. If you receive your item and you change your mind within those 14 days, then you are entitled to a full refund, once the item has been returned to us.

If you need to request a refund due to a broken/faulty product, please be prepared to show us how the product arrived broken and an honest explanation as to why it took over 14 days to inform us of the faulty product. We may require that you provide us with either an image or video showing that the product was damaged and/or not working.

Note, based on Australian Consumer Law, there is no time limit on refunds if the item has arrived faulty or broken. But we encourage you to inform us at the earliest inconvenience.

Refunds are not applicable if 14 days go by and:

  • You have received your order and have changed your mind
  • The order or specific products were placed by mistake and you let us know after the 14 days 
  • You found the product cheaper elsewhere
  • Misused the product in any way that caused the damage or against our advice
  • Decided you no longer had use for it
  • Knew or were made aware of the faults before purchasing the product

Please use our products with care, as they are delicate. If any products come into contact with any substances or liquids that cause damage to the product, that is no fault of our own, and you will not be eligible for a return, if this is over the 14 day period.

For refunds, we can often grant them without the need for a return, meaning we issue a refund and let you keep the product. But we still ask that the product remain in good physical condition, if we decide to return it. 

If you seek a refund for a change of mind within the first 14 days, we ask that the product remain in good physical condition.

Prior to you returning your item, we will require you to contact us via the contact page with your your order number to ensure we are speaking to the right person. You can visit this page through our website by clicking on the “Contact” link in the header. Please note, that contacting us via social media channels may not be the best place for a quick response and that we prefer being contacted via our website contact form. 

If we request you to return your item. A return address will be provided. 

If your refund request falls within our refund policy, we will pay for the return shipping. The product must arrive in good condition before a refund will be returned.

Once a refund has been processed, money returned will automatically be applied to your credit card or original method of payment within 5-10 business days, excluding public holidays and weekends. 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your bank; it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund, please contact us via the contact form. Please keep in mind that it usually takes approximately up to 5 business days for funds to arrive, for some customers it may take longer. Contacting us via the contact form is the best way to get in touch with us.

Shipping

We will cover your return shipping costs if your product is faulty and you are asked to return it, if you change your mind during the 14 days and you want a refund & we ask you to return it, then we will also cover that cost of shipping. Anything out of the scope of the refund policy, listed above, in accordance with Australian Consumer Law, is at our discretion (anything past 14 days and not due to a faulty product).

Remember, contacting us via social media may not be the best way to get a prompt response. We do our best to respond to everyone within 24-48 hours (business hours / Mon - Fri) via email and sometimes, messages can get lost in social media. So make sure to contact us on our website, via the contact form.