Refund and Return Policy

At Pantry Beauty & Wellness, your satisfaction is our priority. We are committed to ensuring that our customers are happy with their purchases. This Refund and Return Policy outlines your rights under Australian Consumer Law and provides details about how we handle refunds and returns. Please read carefully to understand our procedures and obligations.

1. Faulty or Damaged Products

We take great care to ensure our products are delivered in excellent condition. However, if you receive a product that is damaged, leaking, or defective, we will make it right at no cost to you.

• What to Do if Your Product Arrives Damaged or Faulty:
  1. Contact Us: Email us at flora@pantrybeautyandwellness.com.au within 7 days of receiving your order.
  2. Provide Evidence: Include clear photos of the damaged product and packaging, along with your order number.
  3. Resolution: Once the issue is verified, we will either:
     • Provide a replacement free of charge, or
     • Issue a full refund to your original payment method.
  4. Shipping Costs: For faulty or damaged products, we will cover the return shipping costs if applicable.

2. Change of Mind

We encourage you to choose your products carefully as we do not provide refunds or exchanges for change of mind. This includes selecting incorrect items or deciding the product is not suitable after purchase.

3. Incorrect or Incomplete Orders

If there is an error with your order, such as receiving the wrong product or missing items:

• Notify Us Promptly: Email us within 7 days of receiving your order at flora@pantrybeautyandwellness.com.au.
• Resolution: We will resolve the issue by sending the correct item(s) or refunding the value of the missing product(s).
• In the case of incorrect items, we may request that the item be returned to us. If so, we will cover the return shipping costs.

4. Eligibility for Returns

To qualify for a return, the following conditions must be met:

• Products must be unused, unopened, and in their original packaging with all seals intact.
• The return request must be initiated within 14 days of receiving the item.
• Items purchased as part of a set or bundle must be returned in full (e.g., all items from the set).

5. Refund Process

Approved refunds will be processed promptly once we receive and inspect the returned product.

• Refunds are issued to the original payment method.
• Refunds will include the cost of the product and, if applicable, any shipping fees paid at the time of purchase (for faulty or damaged products only).
• Returns for reasons other than faulty or incorrect products will not have shipping fees refunded, and the customer will bear the return shipping costs.
• Refunds are typically processed within 7 business days after we receive the returned item.

6. Exceptions

Certain situations are not eligible for returns or refunds:

• Products that have been opened, used, or damaged after delivery.
• Items damaged due to improper storage, handling, or misuse after receipt.
• Sale or clearance items marked as “final sale.”
• Returns initiated beyond the 14-day eligibility period.

7. Return Shipping

• For Faulty or Incorrect Products: We will provide a prepaid return label or reimburse your shipping costs.
• For Other Returns: The customer is responsible for return shipping fees.

To ensure smooth processing, please use a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your returned item if sent without tracking.

8. Additional Information

• Refunds will not include additional costs such as gift wrapping or expedited shipping.
• We reserve the right to inspect and verify the condition of all returned products before approving a refund or exchange.
• Our goal is to ensure transparency and fairness in all transactions, in line with Australian Consumer Law.

How to Contact Us

If you have questions or need assistance with a return or refund, please reach out to us.

• Email: flora@pantrybeautyandwellness.com.au
• Include your name, order number, and details about the issue in your email.

We understand the importance of peace of mind when shopping for products for you and your family. At Pantry Beauty & Wellness, we are proud to offer natural, effective, and high-quality products that you can trust. Thank you for being part of our community!