Return & Refund Policy:
Change of Mind
We encourage customers to carefully consider their purchase before completing checkout.
Due to the nature of our products, we are unable to offer refunds or exchanges on used or opened items for change-of-mind reasons.
If you receive a product that you are not satisfied with and it remains unused, undamaged and unopened, you may return it for store credit, less the cost of return shipping, once the item has been received and inspected.
Damaged or Faulty Products
If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery, including clear photographs of:
• the product
• the packaging
• the shipping box
We will assess the issue and determine the appropriate resolution in line with Australian Consumer Law.
Shipping & Transit
While we take great care to package orders securely, once a parcel leaves our facility it is handled by third-party courier services.
For this reason, we offer optional shipping protection at checkout, which covers loss or damage during transit.
If shipping protection is selected, claims for lost or damaged parcels can be lodged in accordance with the protection policy.
If shipping protection is not selected, we are unable to offer replacements or refunds for parcels that are lost or damaged in transit, as these circumstances are outside of our control.
Heat Sensitivity & Handling
Our products are made with real, natural ingredients and contain no stabilisers or synthetic additives. As such, products may soften or melt during warmer weather.
This does not affect the quality or effectiveness of the product and is not considered a fault.
We also display messaging on our packaging advising that contents are fragile. Damage caused during unpacking or handling after delivery is not covered.
Returns Process
To initiate a return or enquiry, please contact us at: hello@pachamamatallow.com.au
