Refund policy

SECTION 1 - Returns & Refunds 

All conditions outlined below follow The Australian Consumer Law Consumer Rights & Guarantees.

We will always do our best to accommodate where applicable, and we highly recommend making yourself aware of our Return Policy below prior to purchasing from us. Please read all of the information below and the instructions provided on each product page to ensure you are using our products correctly and safely.

Once you have made a purchase, you have agreed to all the sections and points outlined below. If you have any questions or concerns regarding a return, please email us using our Contact form on the ‘Contact Us’ page. 

If it’s been over 14 days and you request a refund due to a broken/faulty product, please be prepared to show us how the product arrived broken and an honest explanation as to why it took over 14 days to inform us of the faulty product. We may require that you provide us with either an image or video showing that the product was damaged and/or not working.

Note, based on Australian Consumer Law, there is no time limit on refunds if the item has arrived faulty or broken. But we encourage you to be honest and inform us at the earliest inconvenience.

Refunds are not applicable if 14 days go by and:

• You have received your order and have changed your mind
• The order or specific products were placed by mistake and you let us know after the 14 days 
• You found the product cheaper elsewhere
• Misused the product in any way that caused the damage or against our advice
• Decided you no longer had use for it
• Knew or were made aware of the faults before purchasing the product

Please use our products with care, as they are delicate. If any products come into contact with any substances or liquids that cause damage to the product, that is no fault of our own, and you will not be eligible for a return if this is over the 14 days.

 

The SlimShape™

Products must be returned unworn, unwashed, in their original condition, and with all tags and liners attached.

We ask that you wear underwear when first trying on your purchase, as we reserve the right to refuse returns that show any signs of wear.

 

Returns - WoolenDreams™

Please choose carefully when selecting the size, as there is no exchange on these items due to health reasons unless the product is faulty.

In the unlikely event of the WoolenDreams™ proving to be faulty on arrival, please contact Wellness Buddy by email, at wellnessbuddycontact@gmail.com. We will arrange for the product to be returned to us for assessment and under our warranty Wellness Buddy will provide an exchange, refund, or repair if the product is faulty or has been wrongly described.

Should you wish to return your order, you have 14 days to return the order from the date of purchase for a full refund. All returned items must be in the original sealed packaging and must be unused and undamaged.

For refunds, we can often grant them without the need for a return, meaning we issue a refund and let you keep the product. But we still ask that the product remains in good physical condition if we decide to return it. 

Before you returning your item (if we decide on this), we will require you to contact us via the contact page with your order number to ensure we are speaking to the right person. You can visit this page through our website by clicking on the “Contact” link in the header. Please note, that contacting us via social media channels may not be the best place for a quick response and that we prefer being contacted via our website contact form. 

If we request you return your item. A return address will be provided. 

If your refund request falls within our refund policy, we will pay for the return shipping, but you will need to pay for it first, the product must arrive & a valid postal receipt must be shown to us, for us to pay for that - bank transfer or PayPal will be our preferred form of paying for the extra shipping you have incurred returning your products. 

Once a refund has been processed, your refund will be processed and the money returned will automatically be applied to your credit card or original method of payment within 5-10 business days, excluding public holidays and weekends. 

If you have any questions about your refund money arriving (after it’s been processed), please allow a minimum of 5 business days after the refund has been processed to check up on it, then contact your bank and then contact us. But at a maximum, it shouldn’t arrive any longer than 10 business days, depending on the banking institution - feel free to reach out to us so we can communicate with you during this time. 

SECTION 2 - Late or missing refunds (if applicable)

If you haven’t received a refund, check your bank account again.

Then contact your bank; it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us via the contact form. Please keep in mind that it usually takes approximately up to 5 business days for funds to arrive, for some customers it may take longer, just keep in communication with us so we can all be aligned together. Contacting us via the contact form is the best way to get in touch with us. 

SECTION 3 - Shipping

We will cover your return shipping costs if your product is faulty and you are asked to return it. Anything out of the scope of the refund policy, listed above, under Australian Consumer Law, is at our discretion (anything past 14 days and not due to a faulty product). 

 

SECTION 3 - Change of Mind Policy 

If you have changed your mind concerning your purchase, and your product has not been processed you can request a refund under the following conditions. All our orders are attended to immediately so if you have any issues with your order please contact us within the time below. 

Stage 1: Change of Mind Before Processing 

• Contact us within 30 minutes of purchase requesting your refund.
• Our team will liaise with our logistics department to check if your order has been shipped. 
• Once we confirm your order has not been shipped, we will issue you a full refund to the same payment method used at purchase. 
  

If your product has already been shipped please refer to Stage 2

Stage 2: Change of Mind After Processing 

If you have changed your mind concerning your purchase, and your product has been processed you can request a refund under the following conditions.

- Contact us within 30 calendar days of purchase for a refund excluding shipping costs. 

- We will send you a return form with a return shipping address and related information.

- Please note: A restocking fee of 25% of the RRP will be applied to the refund 

To qualify under our Change of Mind Policy, your purchase must be unused and in the same condition that you received it, including all original packaging and accompanying material. The products must also be sealed.

We will only provide a refund to you when we have received your product/s. You will be responsible for all return shipping costs including a track-able shipping code. Return of the product remains your sole responsibility and risk. We accept no responsibility for items damaged or lost in the return transit. You will not be refunded any original shipping costs.

 

ENDING NOTES & RECAP

If you have any further questions, please do not hesitate to read this page again for extra clarity and then contact us via the Contact page :) 

Remember, contacting us via social media may not be the best way to get a prompt response. We do our best to respond to everyone within 24-48 hours (business hours / Mon - Fri) via email and sometimes, messages can get lost in social media. So make sure to contact us on our website, via the contact form. 

Lastly, we seek to resolve all matters civilly and in a good way. If you are genuinely unhappy about something (order, product postage), please contact us to resolve things. 

To learn more about our postage times, please visit our "Shipping Information" page, listed on the header & footer of our website. We look forward to doing business with you. Thank you - all of our products are shipped directly to you from local Australian warehouses.