When You Can Return an Item

• Major problem – The product has a serious fault, is unsafe, not as described, or doesn’t do what it’s supposed to do. You can choose a full refund, replacement, or compensation for drop in value.
• Minor problem – Something small that can be fixed (e.g., damaged outer box). We’ll repair it within a reasonable time. If not fixed, you can get a refund or replacement.
• Change of mind – We accept returns within 14 days for unopened, sealed, and resalable products. You pay return shipping. Refund excludes original delivery fees.
• Wrong item sent – We’ll cover return shipping and send the correct item within 2 business days.

Products That Cannot Be Returned (For Safety & Hygiene)

• Prescription medications that have been dispensed (exceptions apply if a major problem exists)
• Products with broken safety seals or tamper-evident packaging
• Items requiring cold chain storage that have left temperature control
• Opened or used products – unless faulty

How to Request a Return

1. Submit a return request through your account dashboard or via our online return portal.
2. Include your order number, photos (if damage/fault), and reason for return.
3. We’ll respond within 1 business day with a Return Authorisation (RA) number and instructions.
4. Pack the item securely, include your RA number, and ship to our designated return address.
5. Once received and inspected, we process your refund within 3-5 business days to your original payment method.

Refund Timeline & Methods

Shipping Costs for Returns

• Faulty or wrong item – We provide a prepaid shipping label at no cost to you.
• Change of mind – You pay for return shipping (tracked service recommended).
• Regional/remote areas – We reimburse standard postage only. Express or courier costs are your responsibility outside of faults.

All returns processed in accordance with the Competition and Consumer Act 2010 (Cth).