Refund Policy

Returns & Refunds Policy

Section 1 – Returns & Refunds Overview

All conditions outlined below comply with Australian Consumer Law – Consumer Rights & Guarantees.
At LushWellnessCo, we always aim to do the right thing by our customers and will do our best to accommodate you where applicable.
Please read all information below carefully, along with the product instructions provided on each product page, to ensure our items are used correctly and safely.

By making a purchase, you agree to all sections and terms outlined below.
If you have any questions or concerns about a return, please reach out via the Contact Us form on our website.

14-Day “Risk-Free” Money Back Guarantee

We offer a 14-day money back guarantee on all purchases — our “Risk-Free Promise.”
If you receive your order and change your mind within 14 days of delivery, you are entitled to a full refund, provided the product is in good physical condition.

If it has been longer than 14 days and you wish to request a refund due to a faulty or broken product, we may ask for photo or video evidence showing how the item arrived and details about the fault.
While Australian Consumer Law does not set a strict time limit for faulty items, we ask that you contact us as soon as possible once an issue is discovered.
We reserve the right to reject claims that appear dishonest or unreasonable after the 14-day period.

Refunds Are Not Applicable If:

A refund will not be issued if 14 days have passed and:

• You simply changed your mind after the 14-day period.

• The order was placed by mistake and not reported within 14 days.

• You found the product cheaper elsewhere.

• The product was misused or damaged contrary to our care advice.

• You no longer require the product.

• You were aware of faults before purchasing.

Please use our products carefully — they are delicate.
Damage caused by liquids or substances, or misuse beyond our recommendations, is not eligible for a refund.

Refunds Without Returns

Occasionally, LushWellnessCo may approve a refund without requiring the product to be returned.
In these cases, the item should still be in good physical condition unless stated otherwise.
If we do require the product to be returned, we will provide you with the return address.

Change of Mind Returns

If you request a refund for a change of mind within the 14-day period and we ask you to return the item, you are responsible for the return shipping cost.
The item must arrive back in good condition before a refund is issued, and a valid postal receipt must be provided.

Faulty Product Returns

If your product arrived faulty or damaged, and we request that you return it, LushWellnessCo will cover the return shipping cost in accordance with Australian Consumer Law.

Once we’ve received and processed your refund, the money will be applied to your original payment method (credit card, PayPal, etc.) within 5–10 business days (excluding weekends and public holidays).

If your refund appears delayed, please allow at least 5 business days after processing before contacting your bank, and then reach out to us if needed.
International refunds may take longer depending on the financial institution.

Section 2 – Late or Missing Refunds

If you haven’t received your refund yet, please:

1. Check your bank or PayPal account again — sometimes deposits appear without a notification.

2. Contact your bank, as processing times can vary between institutions.

3. If you still haven’t received your refund after 10 business days, please contact us via the Contact Us form on our website.

We’re happy to assist and keep you updated throughout the process.

Section 3 – Return Shipping Costs

• LushWellnessCo covers return shipping costs if your product is faulty and you are asked to return it.

• If you’ve changed your mind within 14 days and a return is required, you are responsible for the return shipping cost.

• Any requests made outside of these conditions will be reviewed at our discretion, in accordance with Australian Consumer Law.

Ending Notes & Recap

If you have any questions, please re-read this page for clarity and then contact us through our Contact Us page.
We aim to respond to all messages within 24–48 business hours (Mon–Fri).
Please note that contacting us via social media is not the best method for fast assistance, as messages can easily get lost.

We always aim to resolve matters fairly and professionally. If something hasn’t met your expectations — whether it’s your order or product — please reach out so we can make things right.

To learn more about our delivery times, please visit our Shipping Information page, located in the header and footer of our website.
Thank you for supporting LushWellnessCo — we value your trust and look forward to serving you again.