Refund policy

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 request a return within 7 days of delivery. Once the item has been received and inspected, we will issue store credit for the cost of the item. Original shipping charges are not included in store credit, and return shipping is the customer's responsibility to arrange and pay for.

Damaged, Faulty or Incorrect 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 assess each claim individually based on the type of issue:

  • Damaged on arrival: this is generally a result of transit handling, so resolution follows our Shipping & Transit terms below. If shipping protection was purchased, a claim can be lodged in accordance with the protection policy. If shipping protection was not purchased, we are unable to offer a replacement or refund, as this is outside of our control.
  • Faulty: if a product itself is faulty, unrelated to shipping or handling, we will determine the appropriate resolution at our discretion, which may include repair, replacement, or store credit.
  • Incorrect item received: if we've sent you the wrong product, we will reship the correct item to you at no additional cost.

Quality issues such as texture, consistency and/or firmness are apparent as soon as you open your product, so we ask that these be reported within this window. This does not affect your rights under the 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@pachamamamedicina.com.au with:

  • your order number
  • the reason for your return
  • photographs, if your enquiry relates to damage or a fault

We aim to provide a response or resolution within 7-10 business days of receiving your enquiry.

Nothing in this policy excludes your rights under Australian Consumer Law.