Returns & Refunds

No weasel words. Here is exactly where you stand.

Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

In plain English: if a product is faulty, significantly different from its description, or does not do what we said it would do, you are entitled to a remedy - refund, replacement or repair depending on the failure - and there is no arbitrary time limit on these rights. They apply for a period that is reasonable for the product. Nothing anywhere on this website reduces these rights.

Faulty or incorrect products

If your product is faulty, damaged on arrival, or not what you ordered:

  1. Email hello@phreshcareco.com.au with your order number, a description of the problem, and a photo where relevant.
  2. We will sort a replacement or refund. Where a return is required for a faulty item, we cover the return postage.
  3. Refunds are processed to your original payment method within 10 business days of our receiving the returned item (or, where no return is needed, of our confirming the remedy).

Change of mind

We accept change-of-mind returns on products that are UNOPENED, UNUSED and UNDAMAGED, within 14 days of delivery. For hygiene and safety reasons we cannot resell opened cosmetics, so opened products cannot be returned for change of mind - this does not affect your ACL rights for faulty products, which apply whether opened or not.

For change-of-mind returns:

Proof of purchase

We will ask for your order number or receipt email for any return. Stripe receipts are issued automatically with every order, so it will be in your inbox.

Questions

Email hello@phreshcareco.com.au. A human reads it.