Returns & Refunds Policy

Aafiyah Botanicals
Last updated: 13 October 2025

We want you to love your purchase. This policy explains how returns, refunds and replacements work at Aafiyah Botanicals. It operates in addition to your rights under the Australian Consumer Law (ACL).

1) Summary

• Change of mind (unopened/unused): return within 14 days of delivery.

• Faulty, damaged or incorrect item: we’ll repair, replace or refund as required by the ACL—contact us within 7 days for damage on arrival.

• Lost parcel: report within 30 days of dispatch so we can investigate with our courier (Sendle).

• Hygiene: opened or used skincare can’t be returned for change of mind.

• Start a return: email aafiyahbotanicals@gmail.com with your order number and photos (if damaged/faulty).

2) Change-of-mind returns (unopened only)

Because our products are topical skincare, we can only accept unopened, unused items in original packaging, returned within 14 days of delivery.

• Return shipping is at the customer’s cost. We can generate a pre-paid Sendle label at our contract rates and deduct the label cost from your refund, or you may return with your own tracked courier.

• Original shipping fees are non-refundable (unless we made an error).

3) Faulty, damaged, or incorrect items

If your order arrives damaged, faulty, or not as described, email aafiyahbotanicals@gmail.com with your order number and photos (outer packaging, label, and product) within:

• 7 days of delivery for transit damage;

• a reasonable time for faults discovered later.
  We’ll provide the appropriate ACL remedy (repair, replacement or refund). If a return is required, we’ll supply a pre-paid Sendle label.

4) Lost or delayed parcels

We ship with Sendle. If tracking hasn’t updated or your parcel is late:

• Email us within 30 days of dispatch so we can open a courier investigation.

• If confirmed lost, we’ll replace or refund your order.

5) Address issues & returns to sender

If the delivery address provided was incomplete/incorrect and the parcel returns to us, we’re happy to re-ship—a new shipping fee will apply. Please double-check unit numbers, company names and access notes.

6) Free shipping, bundles & gifts

• If you received Free AU Shipping over $88 and you return items that drop the kept total below $88, we may deduct our original shipping cost from the refund.

• Bundles/sets must be returned in full to be eligible for a refund.

• Free gifts/promotions (e.g., launch Free Lip Balm) must be returned unused and sealed if the associated order is refunded; otherwise the gift’s RRP may be deducted from the refund.

7) Exchanges

We don’t offer direct exchanges. Please place a new order for the item you want and process a return for the original (if eligible).

8) Refund method & timing

Refunds are processed to the original payment method once your return is received and inspected (allow 3–5 business days after arrival with us; bank processing times may vary). We’ll email you when your refund has been issued.

9) How to start a return

1. Email aafiyahbotanicals@gmail.com with your order number, reason, and photos if applicable.

2. We’ll confirm eligibility and provide a Return Authorisation (RA) and instructions (including a Sendle label if chosen).

3. Send the parcel within 7 days of approval to:
   Returns – Aafiyah Botanicals
   [Insert returns street address – Sendle cannot deliver to PO Boxes]

10) Your rights

Nothing in this policy limits your rights under the Australian Consumer Law. If a product has a major failure, you are entitled to a replacement or refund and compensation for any reasonably foreseeable loss. For minor failures, we will repair, replace or refund within a reasonable time.

Questions? Email aafiyahbotanicals@gmail.com