In our journey to provide the finest natural and organic skincare from Australia, we value the relationship of trust and harmony we build with our customers. We understand that finding the perfect skincare match is a journey of discovery, and sometimes a product might not resonate with your unique skin chemistry. To support you in this journey, we have crafted this thoughtful and detailed Returns and Refunds policy, designed with fairness and clarity at its heart.

You have a period of 30 days from the date you receive your order to return a product for any reason. We believe this provides ample time to test the product and assess its compatibility with your skin. We want you to be completely satisfied with your purchase. To be eligible for a refund or exchange, the item must be returned in its original packaging and with at least 70% of the product content remaining. This requirement is in place to ensure the hygiene and safety of the products for all our customers.

To initiate a return, please visit the ‘Contact Us’ section on our website and submit a return request. Please be sure to include your order number, the name of the product you wish to return, and a detailed explanation for your return. Providing this information helps us understand your feedback and improve our products and services. We will email you a Return Authorization form and return instructions within 24-48 hours.

When processing your return, we kindly ask that you ensure the product is sealed securely and packaged safely in a box to prevent damage during transit. We recommend using a shipping carrier with a tracking service, as we cannot be responsible for packages lost on their way back to us. Once the return package arrives at our facility, our quality assurance team will assess it, a process that can take up to 5 business days. Upon approval, the refund will be credited to your original payment method. Please remember that while the product price will be refunded, the initial shipping cost and any applicable return shipping fees are the customer’s responsibility, unless the return is due to an error on our part.

For exchanges, we are delighted to assist you in finding a product that better suits your needs. If your skin has experienced an adverse reaction to one of our products, we particularly encourage you to opt for an exchange for another formulation that might be gentler or more suitable for your skin type. In such cases, we will cover the return shipping cost and expedite the processing of your exchange. When handling cases of product deterioration or damage due to reasons beyond our control, such as temperature exposure during transit, we may request photographic evidence to facilitate the process.

Exceptions to our policy include final sale items and opened items from bundles, which are not eligible for return or exchange. Furthermore, any return with packaging damaged or product deteriorated due to negligence or improper storage will not be accepted. We are committed to handling each case as fairly and transparently as possible, as we value our relationship with you and want you to continue trusting us for the purest, most effective organic skincare from the heart of Australia.