SECTION 1 – Returns & Refunds

All conditions outlined below operate in addition to your rights under Australian Consumer Law (Consumer Rights & Guarantees).

Nothing in this policy is intended to exclude, restrict, or modify any rights you may have under Australian Consumer Law.

We will always do our best to accommodate customers where applicable. Please read all information below, along with the instructions provided on each product page, to ensure products are used correctly and safely.

By making a purchase, you acknowledge and accept the terms outlined below, subject always to your rights under Australian Consumer Law. If you have any questions or concerns regarding a return, please contact us via the Contact form on the “Contact” page.

Our money back guarantee policy lasts 90 days and is offered as a voluntary “Risk-Free Money Back Guarantee”, in addition to your statutory rights. If you receive your item and it is faulty, damaged, or does not work as described at the time of purchase within 90 days, you may be entitled to a full refund or replacement, subject to assessment.

If it has been over 90 days and you request a refund due to a faulty product, please contact us as soon as reasonably possible. Under Australian Consumer Law, there is no time limit on remedies for major faults. We may request reasonable evidence, such as images or videos, to assist with assessing the issue.

Please note - refunds will not be granted in cases where the issue relates solely to product suitability, contraindications, or information that was clearly outlined and available on our website prior to purchase, unless required under Australian Consumer Law. We encourage customers to carefully review product information and consult a healthcare professional if unsure prior to purchase.

Note: Under Australian Consumer Law, there is no time limit on remedies for products that arrive faulty or have a major failure. We encourage customers to notify us at the earliest reasonable opportunity so we can assist promptly.

Refunds are not applicable where:

• You have received your order and have simply changed your mind - however, we are always happy to discuss a reasonable solution where possible
• The order or specific products were placed by mistake and you notify us after 10 days
• You found the product cheaper elsewhere
• The product has been misused, damaged, or used contrary to instructions
• You decided you no longer had use for the product
• A fault was clearly disclosed prior to purchase and accepted by the customer

Please use our products with care. If products come into contact with substances or liquids that cause damage outside of normal use, this is not considered a fault, and a refund may not be available unless required under Australian Consumer Law.

In some cases, refunds may be granted without requiring the product to be returned. Where a return is requested, the product must be returned in reasonable physical condition, unless otherwise agreed.

Prior to returning any item (if required), you must contact us via the Contact page with your order number so we can assist appropriately. While we monitor social media messages, contacting us via our website contact form is the most reliable way to receive a prompt response.

If a return is required, a return address will be provided.

If your refund request falls within this policy, we will cover return shipping costs for faulty products in accordance with Australian Consumer Law. You may be asked to pay for return shipping initially and provide a valid postal receipt so we can reimburse you. Reimbursement will be made via bank transfer or PayPal.

Once a refund has been approved and processed, the refunded amount will be returned to your original payment method within 5–10 business days, excluding weekends and public holidays.

If you have questions regarding the arrival of your refund after it has been processed, please allow a minimum of 5 business days, then contact your bank. If the refund has still not appeared after 10 business days, please contact us so we can assist further.

SECTION 2 – Late or Missing Refunds (If Applicable)

If you have not yet received a refund:

• Check your bank account again
• Contact your bank, as processing times can vary

If you have completed the above steps and still have not received your refund, please contact us via the Contact form. Refunds typically arrive within 5 business days, though some financial institutions may take longer. We are happy to assist and keep communication open during this time.

SECTION 3 – Shipping

We will cover return shipping costs for faulty products where a return is required, in accordance with Australian Consumer Law. Any requests outside the scope of this policy (including change-of-mind requests) will be assessed on a case-by-case basis.

ENDING NOTES & RECAP

If you have any further questions, please review this page again for clarity and contact us via the Contact page if needed.

For the fastest response, we recommend contacting us through our website contact form. While we do our best to monitor social media messages, response times may vary.

We aim to respond to all enquiries within 24–48 business hours (Monday to Friday).

Lastly, we are committed to resolving all concerns fairly and respectfully, and to leaving every customer with a positive experience. If you are genuinely unhappy with any aspect of your order or experience, please contact us so we can assist.

For more information on delivery timeframes, please visit our Shipping Information page located in the header and footer of our website. We look forward to working with you and building a relationship together.