Return Policy

Return Period

You may return products within 30 calendar days of receiving them. This period gives you enough time to become familiar with the product and decide whether it meets your expectations.

Return Conditions

To be eligible for a return, the product must meet the following conditions:

The product must be in its original packaging
All labels and markings must be intact
The product must be unused and in a resalable condition
All components and accessories must be included
A proof of purchase or invoice must be provided

Return Shipping Costs

The return shipping costs depend on the reason for the return:

Customer responsibility: if the product doesn’t fit, you change your mind, or you selected the wrong item
Seller responsibility: if the product is faulty, damaged, or not as described

Return Process

To initiate a return, please follow these steps:

Complete the return form on our website
Enter your order number and reason for the return
Receive confirmation and shipping instructions
Pack the product according to the provided instructions
Send the product to the specified return address

Exceptions – Non-returnable Items

The following categories of products cannot be returned:

Personal hygiene items (toothbrushes, opened cosmetics)
Products on clearance or final sale
Digital products (software, e-books, music)
Custom-made or personalised products
Perishable goods (food, flowers)

Legal Requirements

This return policy complies with the applicable laws of Australia. Our policy respects all consumer rights, including but not limited to:

Consumer rights for faulty or non-compliant products
Minimum return periods
Refund requirements and timeframes
Statutory guarantees
Fair trading and consumer protection rules

Note: If national law provides greater consumer rights than this policy, the law shall prevail.

Cancellation Policy

Cancellation Timeframes

To receive a full refund, you must cancel your booking within the following timeframes:

Standard services: at least 24 hours before the scheduled appointment
Premium services: at least 48 hours before the scheduled appointment
Group sessions: at least 72 hours before the scheduled appointment

Refund Structure

The refund depends on the timing of your cancellation:

Full refund (100%): cancellation within the specified timeframe
Partial refund (50%): cancellation after the deadline but more than 2 hours before the service
No refund (0%): cancellation less than 2 hours before the service or no-show

Cancellation Process

You can cancel your order in the following ways:

Online account: log in and select “Cancel Order”
Phone: call our customer service at +61 2 8016 9724 during business hours
Email: send a request to [email protected] including your order number
Form: complete the cancellation form on our website

Important: You will receive a cancellation confirmation within 2 hours. Please keep this document as proof.

Refund Processing Time

Cancellation confirmation: 2 hours
Refund processing: 3–5 business days
Funds returned to payment method: 5–10 business days

Cancellation Exceptions

Special conditions apply in the following cases:

Force majeure: full refund regardless of timing (natural disasters, government orders, etc.)
Medical emergencies: full refund upon proof
Provider cancellation: full refund + possible compensation
Non-refundable packages: certain promotions and discounted services are non-refundable (clearly stated at purchase)
Subscriptions: monthly subscriptions require 30 days’ notice to cancel

Refund Process

Refund Methods:

To the same bank card used for payment
As store credit (upon customer request)

Refund Timeframes:

Return request processing: 2–3 business days
Inspection of returned product: 3–5 business days
Refund to card: 5–10 business days

Note: Refunds are processed within 5–10 business days after receiving and inspecting the returned item. The actual time depends on your bank.

Last updated:

If you have any questions about returns, please contact our customer service team.