Refund policy

Returns Policy
Last updated: 14 October 2025

This policy covers returns for purchases made at Your Wellness Hub. We sell and ship within Australia only. Your rights under the Australian Consumer Law (ACL) apply in addition to the terms below.

1) Change-of-mind returns

  • Window: Request a return within 14 days of your order being marked Delivered.

  • Condition: Items must be unused, unopened, in original packaging with all seals, hygiene stickers and accessories intact.

  • Exclusions: For health and safety, we can’t accept returns of opened or used skincare, ingestible products (e.g., vitamins, powders), personal care items, or gift cards. Sale items are returnable only if faulty under the ACL.

  • Return shipping: You’re responsible for return postage. We recommend a tracked service.

  • Refunds: Once approved and inspected, refunds go to the original payment method for the item price only. Original shipping isn’t refundable. If you received free shipping, we may deduct the actual outbound shipping cost we incurred.

2) Faulty, damaged or incorrect items (ACL)

If an item is faulty, arrives damaged, or you received the wrong item, email [email protected] within 3 days of delivery with:

  • your order number,

  • clear photos of the product and packaging, and

  • a short description of the issue.
    We’ll organise a repair, replacement or refund in line with the ACL. For carrier-damaged parcels, keep all packaging while we assess the claim.

3) Product reactions & suitability

Everyone’s skin and wellness needs are different. Reactions don’t necessarily indicate a product fault. Please patch test and follow usage instructions. If you experience irritation, stop using the product and contact us. We can help troubleshoot or liaise with the brand. Returns for reactions are assessed case-by-case and are not guaranteed unless the product is faulty under the ACL.

4) How to request a return (RMA)

  1. Email [email protected] with your order number and reason for return.

  2. If approved, we’ll issue a Return Authorisation with the return address and instructions.

  3. Pack items securely. Include your name and order number in the parcel.

  4. Once we receive and inspect the items (allow 2–5 business days), we’ll confirm your outcome.

Unapproved returns, COD parcels, or items sent to the wrong address may be refused.

5) Return to Sender (RTS) & delivery issues

If a parcel returns to us because the address was incorrect/incomplete, not collected, or delivery was refused, we can:

  • Reship once the re-shipping fee is paid; or

  • Refund the order value minus our actual outbound shipping cost and any carrier RTS fee.
    If the RTS was our or the carrier’s error, we’ll resend at no cost to you.

6) Processing times

  • Returns are processed within 2–5 business days of arrival at our returns location.

  • Bank or provider processing can add 1–5 business days. We’ll email you when it’s done.

7) Important notes

  • We only accept returns for purchases made directly from Your Wellness Hub.

  • Keep your tracking receipt for all returns.

  • We may reject returns that are used, opened, damaged, or missing components.

Need help?
Email [email protected] and our team will guide you.