Refund policy

2. Refund & Returns Policy

We want you to love your Purely Organic order. If something isn't right, here's how returns work.

Change of mind. We accept change-of-mind returns within 30 days of delivery, provided the item is unused, unopened and in its original packaging, with proof of purchase. Change-of-mind return postage is at your cost, and we recommend a tracked service as we can't be responsible for items lost in return transit. Once we receive and inspect the item, we'll refund the product price to your original payment method (or issue store credit if you prefer).

Hygiene & 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 below.

Faulty, damaged or incorrect items. If your item arrives faulty, damaged, or not as described, you're covered by the Australian Consumer Law. Contact us within a reasonable time at info@purelyorganic.com.au with your order number and a photo, and we'll arrange a replacement, refund or repair as appropriate — at no cost to you.

How to start a return. Email info@purelyorganic.com.auwith your order number and reason. We'll confirm the return address and next steps. Please don't send items back before contacting us.

Refund timing. Approved refunds are processed within 5–10 business days of us receiving the returned item; your bank or card provider may take a little longer to show it.

Your rights. Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded.