Our Returns Policy
Change of Mind
Unfortunately due to hygiene reasons we do not accept returns or exchanges on items for change of mind. Once a parcel has been shipped all orders are final.
Order Changes and Cancellations
If you have placed your order in normal shopping periods (excluding top up events) please reach out to our team directly at firstname.lastname@example.org within 2 hours of placing your order with your change request. Our team will do their best to accommodate your request.
Please note our warehouse teams work fast and aim to get your parcel dispatched as quickly as possible so sometimes we may not be able to make any changes.
Once an order has been processed, we are unable to make any changes or cancel your order.
Please note all cancellations carry a 10% or $25 (whichever is greater) restocking fee.
Errors in address
Please note that we cannot change the delivery address after an order has been shipped. We cannot be held responsible for any delays, fees, or other delivery issues if an error has been made in the shipping information on your order. However, we work directly with our shipping providers to help resolve address issues where possible. If such an error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you will be responsible for any return shipping fees,
Faulty or Incorrect Products
It is important to us that you receive your parcel as quickly as possible and in good condition. If you have received an incorrect product, please reach out to our team directly at email@example.com within 24 hours of your parcel being delivered. Please include photos of the item you received and your order number.
If you feel the product you have received is faulty, please reach out to our team directly at firstname.lastname@example.org within 24 hours of your parcel being delivered. Please include photos of the item you received and your order number.
Please note a product is considered faulty if there is a breakage or physical fault with the product - not because the product does not meet your expectations.
Please do not dispose of the product, so we can assess your claim. We are unable to assist with items after 30 days and without a photo of the broken items and/or package.
Please note return postage is the responsibility of the purchaser.
Once a return parcel is received at our warehouse our team will assess the item and will verify if your item qualifies for a replacement or refund.
Our team will be able to provide you with the next steps via email for getting your incorrect item or faulty item resolved.
Our products come with the consumer guarantees found in the Australian Consumer Law which cannot be excluded, including guarantees that the products will be of acceptable quality. The consumer guarantees are not affected by our change of mind policy above.
In the unlikely event that you receive products from us that do not comply with the consumer guarantees, we will provide you with a refund or exchange based on the below:
- If we consider that the product has a major failure under the Australian Consumer Law (eg. the product is unsafe, does not fit the description or is not fit for purpose), you can return it and receive your choice of a refund or an exchange
- If we consider that the product has a minor failure under the Australian Consumer Law (eg. the product's packaging is cracked but does not affect the safety or use of the product), we will provide you with our choice of a refund or exchange.
Where a product is damaged through misuse, accident or abnormal use, Australian Consumer Law may not apply, and Goodieco may choose not to provide a refund, exchange or repair (if applicable).
Please note that different skin types and conditions may react differently to particular products or natural ingredients. It is essential to closely review ingredients to help identify sensitivities to ingredients - as individual allergies, perceived results or reactions to a specific ingredient as listed may not be considered a product failure under Australian Consumer Law and Goodieco may choose not to provide a refund, exchange or repair.