Returns Policy

Quick Summary (Please read the full policy below)

• Change-of-mind returns are accepted within 30 days for unopened and unused items and are issued as store credit only. A 15% restocking fee applies, and promotional benefits may be adjusted where applicable.

• Initial shipping costs are not refundable for change-of-mind returns.

• Some items are excluded from change-of-mind returns. See full details below.

• Please contact us before returning any items so we can provide return instructions and an RA number.

• Return shipping is the customer’s responsibility for change-of-mind returns. We cover return postage for confirmed faults or incorrect items.

• Please report incorrect items within 48 hours of delivery, where reasonably possible, so we can investigate promptly

• Faulty or misrepresented items are covered under Australian Consumer Law and may be eligible for repair, replacement, or refund.

• Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.

This summary is provided for convenience only. Please refer to the full Returns Policy below for complete details.

Full Returns Policy

Change of Mind Returns

We are not required to provide a refund or replacement if you change your mind. However, customers may return unopened and unused goods due to a change of mind within 30 days of receiving their order. This includes situations where an incorrect product, variation, colour, size, flavour, quantity, or option was selected at the time of ordering. Note some product exclusions apply — see below for details.

Returns are accepted for a store credit voucher only, less any policy-based deductions detailed below. Credit vouchers are valid for one year from the date of issue. Credit vouchers can be used for product purchases only and cannot be applied to shipping charges.

Why Store Credit and Policy Adjustments Apply

As a family-owned business, each order involves operational costs including payment processing fees, warehousing, picking, packing, shipping preparation, and administrative handling.

When a change of mind return occurs, these costs have already been incurred. To ensure orders remain commercially viable while continuing to offer competitive pricing and promotional shipping, returns are issued as store credit and policy-based adjustments will apply.

These adjustments include:

• A 15% restocking fee, which contributes toward the handling and administrative processing involved in fulfilling the original order and processing the return.

• Recalculation of any promotional benefits applied to the original order (such as free shipping or volume discounts), where returning items cause the order to fall below qualifying thresholds.

This structure allows us to operate sustainably while continuing to provide long-term value to our customers.

Store Credit Calculation

Store credit will be issued for the final eligible amount, calculated as:

• The value of the returned item(s),

• Less the 15% restocking fee,

• Less any applicable promotional or policy-based adjustments outlined below under Factors Affecting Your Credit Amount.

Initial shipping costs are non-refundable for change-of-mind returns.

Factors Affecting Your Credit Amount

If any of the factors below apply to your order, your store credit amount will be adjusted accordingly.

• Promotions

If your original order received a promotional offer—such as free shipping for orders over $199—and returning one or more items brings your order total below the qualifying threshold, the promotion will no longer apply. In this case, the standard shipping fee that would have applied to your order (based on the weight and destination postcode) will be deducted from your store credit.

If the entire order is returned and it originally qualified for a free shipping promotion (e.g. free shipping for orders over $199), a fee between $15.00 and $30.00 will be deducted from your credit. The exact amount depends on the weight of the parcel and the destination postcode. This covers the original shipping cost we absorbed as part of the promotional offer.

• Free Shipping Items

If you return one or more individual products advertised as Free Shipping (not requiring a minimum spend), a fee between $15.00 and $30.00 will be deducted from your store credit. The exact amount depends on the weight of the parcel and the destination postcode. This covers the original shipping cost we absorbed as part of the promotional offer.

• Volume Discounts

If you received a volume discount for purchasing a certain quantity of an item and return part of your order, the remaining items will be recalculated based on the new quantity.

For example, if a product has the following volume discounts—buy 1 = 20% off, buy 3 = 25% off, buy 6 = 30% off—and you initially purchased 6 units and received the 30% discount, but return 5 units, the remaining 1 unit will be recalculated at the 20% discount price for a single unit.

Exclusions

The following items are not eligible for change-of-mind returns:

• Heat-sensitive/refrigerated items
• Chocolate bars
• Special order items (not usually stocked)
• Clearance items
• Books, DVDs, CDs
• Undergarments
• Face masks (disposable, surgical, cleaning, salon)

Note: These exclusions apply to change-of-mind returns only. Faulty or misrepresented items are eligible for repair, replacement, or refund under Australian Consumer Law.

Taste, Texture & Colours

We do not offer guarantees on the taste, texture or colour of products. Taste is highly subjective and can vary from person to person. Flavours, textures and colours may also vary between batches, particularly for natural products.

For this reason, we do not accept returns or offer refunds solely because of a personal preference or opinion regarding taste, texture or colour, or because a product differs slightly from a previous batch.

In the case of hair colour products, the final colour result may vary depending on individual factors such as natural hair colour, previous colour treatments, hair condition, application and processing time. Product images, shade charts and colour descriptions are provided as a guide only and do not guarantee the final colour result.

If you believe there may be a genuine issue with a product, please contact us as soon as reasonably possible after the issue is discovered so that we can investigate the matter.

Where appropriate, we may request information including batch numbers, expiry information, photos, storage details and information about how the product was used. We may also liaise with the supplier or manufacturer where further assessment is required.

This process helps us assess the quality and integrity of the relevant product or batch and determine whether the concern relates to a genuine product issue.

A remedy may not be available where the problem was caused by incorrect storage, misuse or use contrary to the product instructions. Any rights or remedies available under Australian Consumer Law will depend on the circumstances and the nature and cause of the issue.

Before purchasing, we encourage customers to review product descriptions, ingredients and any available customer reviews to make an informed decision. If you are unsure about a product, please feel free to contact us for more information before placing your order.

Nothing in this section excludes, restricts or modifies any rights you may have under Australian Consumer Law.

Prior to Returning Goods

Before returning any goods, please contact our customer support team by email at [email protected] or by phone at 02 9794 7555, quoting your order number and briefly outlining the reason for your return.

This allows us to review your request, confirm eligibility and the appropriate return process under our Returns Policy and Australian Consumer Law, and provide you with the relevant return instructions and a Return Authorisation (RA) number.

Issuing an RA helps us identify, track and process your return as quickly and accurately as possible once it is received.

The RA process is administrative only and does not exclude, restrict or modify any rights you may have under Australian Consumer Law.

Return Shipping

For change-of-mind returns, return shipping is the customer’s responsibility. We recommend using a tracked postal service and, where appropriate, applying delivery insurance to ensure safe return, as we’re unable to accept responsibility for items lost or damaged in transit on the way back to us.

For change-of-mind returns, all returned goods must be received in their original, unopened packaging, undamaged, and in resellable condition.

Where a return is required due to an incorrect item being supplied by us or a confirmed product fault, we will cover the reasonable cost of return shipping in accordance with Australian Consumer Law.

We do not offer free returns for change-of-mind purchases.

Exchanges

For all change of mind exchanges, a re-delivery fee will apply. This fee may vary depending on the weight of the parcel and the destination postcode. The fee may be deducted from the total exchange credit value or charged separately if necessary.

Received the Wrong Item?

Please check all items as soon as your delivery arrives. If you believe you have received an incorrect item, please notify us within 48 hours of receiving your parcel where reasonably possible.

Prompt notification assists us with carrying out internal checks — including reviewing shipment records, batch information and available CCTV footage — so we can verify the contents packed and dispatched for your order and determine whether a packing error occurred.

The 48-hour timeframe is requested to assist with our investigation and does not limit any rights you may have under Australian Consumer Law.

To assist with assessment and ensure we can resolve the matter efficiently:

• Please do not open or use the product if you believe you have received an incorrect item.
• Keep the item in its original packaging and condition.
• Retain all original packaging and delivery materials.

Where our investigation confirms that we supplied an incorrect item, we will provide return instructions and cover the reasonable cost of returning it. Unless we advise otherwise, the incorrect item must be returned to us before we dispatch the correct item or process a refund. Once it is received, we will arrange for the correct item or a refund, as appropriate under Australian Consumer Law.

Nothing in this section excludes, restricts or modifies any rights you may have under Australian Consumer Law.

Faulty Goods

If you believe a product may be faulty, please notify us as soon as reasonably possible after the issue is discovered so that we can assess the matter.

Faulty goods may be returned for repair, replacement or refund in accordance with Australian Consumer Law.

Depending on the nature of the issue, we may be able to resolve the matter without requiring the product to be returned. However, where necessary, we may require the product to be returned to us for assessment before a remedy is provided.

Where the problem is major, you are entitled to choose between a refund or replacement.

Where the problem is minor, we may choose the appropriate remedy to resolve the problem, such as a repair, replacement or refund. The remedy will be provided within a reasonable time and at no cost to you.

Where appropriate, we may liaise with the manufacturer or supplier for assessment, technical advice or warranty assistance. This does not limit our responsibilities as the seller under Australian Consumer Law.

For goods confirmed to have a fault, we will cover the reasonable cost of return shipping.

Nothing in this section excludes, restricts or modifies any rights you may have under Australian Consumer Law.

Return to Sender

If your parcel is returned to us by the shipping carrier, please see the Return to Sender section of our Shipping Information page for the applicable fees, re-shipping options and store credit calculation.

Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.

Contact Us

For further assistance regarding returns or exchanges, please contact our customer support team:

• Email: [email protected]
• Phone: 02 9794 7555