We want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your order, we offer returns and refunds subject to the following terms and conditions:
These terms do not limit or replace your rights under the Australian Consumer Law. 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 compensation for any other reasonably foreseeable loss or damage.
Returns
If you wish to return an item, please contact us via our contact form here or email info@purelyorganic.com.au within 30 days of receiving your order to request a return authorisation. You may contact us by email, phone, or through our website's contact form. Please provide your order number and the reason for the return.
Once we receive your request, we will provide you with instructions on how to return the item. Please note that the item must be returned in its original condition, with all tags and packaging intact. You are responsible for the cost of shipping the item back to us, unless the item is defective or damaged.
Hygiene and consumable items
For health and safety reasons, we cannot accept change-of-mind returns on opened or used consumable products, including cleaning liquids, refills, candles, incense, personal care and any item where the seal is broken. This does not affect your rights for faulty items.
Refunds
Once we receive the returned item, we will inspect it to ensure that it meets our return policy requirements. If the item is in its original condition, we will issue a refund to your original payment method within 5 to 10 business days of receiving the item. Your bank or card provider may take a few days longer to show it. Please note that shipping costs are non-refundable.
If the item is defective or damaged, please contact us within 30 days of receiving the item to request a refund or exchange. We will provide you with instructions on how to return the item, and we will cover the cost of shipping the item back to us.
Exchanges
If you wish to exchange an item please contact us within 30 days of receiving your order to request an exchange. You may contact us by email, phone, or through our website's contact form. Please provide your order number and the reason for the exchange.
Once we receive your request, we will provide you with instructions on how to exchange the item. Please note that the item must be returned in its original condition, with all tags and packaging intact. You are responsible for the cost of shipping the item back to us, unless the item is defective or damaged. We will cover the cost of shipping the replacement item to you.