This policy sits alongside your rights under the Australian Consumer Law and does not limit them.
Damaged, faulty or incorrect items
If an item arrives damaged, faulty, or isn’t what you ordered, contact us within 48 hours of delivery with your order number and photos of the item and packaging. We’ll replace it or refund it, at no cost to you.
If you believe a product doesn’t match its published certificate of analysis, contact us with your order number and we’ll investigate.
Change of mind
To protect product integrity, we can’t accept returns of opened products, or of products that have left our control, except where the Australian Consumer Law requires it.
Cancellations
You can cancel an order for a full refund at any time before it is dispatched. Unpaid PayID or bank transfer orders are cancelled automatically after [48 hours].
How refunds are paid
Approved refunds are paid back to the account you paid from, usually within 5–10 business days. For PayID or bank transfer orders we may ask you to confirm your account details.
Your consumer rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Last updated 17 October 2026.
