Refund policy

2.1 Your Rights Under Australian Consumer Law

Our products 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Our products must:

•       Be of acceptable quality  safe, durable, free from defects, and of acceptable appearance;

•       Be fit for the purpose for which such products are commonly supplied;

•       Match their description as provided on our labels, website, or at the point of sale; and

•       Match any sample or demonstration shown prior to purchase.

 

2.2 Change-of-Mind Returns

We are not required by law to accept returns where you simply change your mind. However, we consider change-of-mind requests as a goodwill gesture on a case-by-case basis.

If you wish to return a product due to a change of mind:

•       Contact us within 5 days of purchase at

•       Products must be unused, in original sealed packaging, and in fully resaleable condition.

•       For hygiene reasons, opened products will not be considered for change of mind

•       Return postage costs are at the customer's expense.

•       A store credit or refund may be offered at our sole discretion.

 

2.3 Faulty, Damaged, or Incorrectly Described Products

If you receive a product that is faulty, damaged in transit, or does not match its description, please contact us within 5 days of receiving your order at admin@loveyounaturally.com.au with:

•       Your order number or proof of purchase;

•       A clear description of the issue; and

•       Photographs of the product and its packaging.

 

On confirmation of a valid claim, we will offer (at your election for a major failure, or our election for a minor failure): a replacement, repair, or full refund. Return postage for confirmed faulty goods is covered by us.

 

2.4 Skin Reactions & Allergic Responses

We disclose all ingredients on our product labels. However, individual skin responses to natural ingredients vary greatly. If you experience a reaction:

•       Discontinue use immediately and seek medical advice if symptoms are severe.

•       Contact us with details of the product used and the nature of your reaction.

 

A reaction caused by an ingredient that was properly disclosed on the label does not automatically constitute a product fault under the ACL. We encourage all customers to perform a patch test (see Policy 05). Where a reaction results from an undisclosed ingredient, contamination, or a manufacturing defect, your full statutory rights apply.

 

2.5 Online Returns Process

•       Contact us at admin@loveyounaturally.com.au with your order number and reason for return.

•       We will respond within 5 business days with return instructions. Do not send products without prior written authorisation.

•       Pack items securely to prevent further damage in transit.

•       Post to the return address provided in our instructions.

•       Once received and assessed, we will action your remedy within 5 business days.

 

Refunds are processed to the original payment method unless otherwise agreed in writing.

2.6 Hygiene Exceptions (Non-Returnable Items)

For hygiene and public safety reasons, the following items cannot be returned unless they are faulty or not as described:

•       Opened lip balms or any lip care products;

•       Any product showing signs of prior use;

•       Products removed from their original sealed packaging; and

•       Gift sets where packaging or sealing has been broken.

 

These hygiene exceptions do not affect or limit your rights under the Australian Consumer Law in any way.