Returns & Refund Policy

Australian Evolution Returns & Refunds Policy (Updated & ACCC-Compliant)

At Australian Evolution, we genuinely care about your experience and want every customer to feel confident shopping with us. Below is our simple, transparent returns policy that aligns with Australian Consumer Law (ACL) and ensures fairness for everyone.

30-Day Money-Back Guarantee (Change of Mind)

We offer a 30-day money-back guarantee on eligible products for change-of-mind returns, starting from the date your order is delivered.

To be eligible for a change-of-mind return under our 30-day guarantee:

• The return request must be submitted within 30 days of delivery
• The item must be unused, unopened, and in original packaging
• The product must be in resalable condition
• The item must not be a hygiene-sensitive or personal-use product

For all approved change-of-mind returns, a flat $20 restocking fee (per item) will be applied.
This fee covers inspection, handling, repackaging, and administrative processing.

Customers are responsible for return shipping costs, unless otherwise stated.
Original shipping fees are non-refundable.

Price differences caused by promotions, discount codes, flash sales, clearance events, marketplace pricing, overseas sellers, or unauthorised resellers do not qualify for refunds or price matching.

Change of Mind Returns (Additional Details)

While Australian Consumer Law does not require businesses to offer change-of-mind returns, we are happy to assist where possible under the conditions outlined above.

Change-of-mind returns cannot be accepted for hygiene-sensitive or personal-use products once opened or used.

Non-Returnable Items (For Hygiene & Safety)

Due to strict health and hygiene standards, the following items cannot be returned unless they are faulty or not as described:

• Anti-snoring mouthpieces
• Pillow products that have been opened or removed from packaging
• Wellness, massage, or wearable therapy devices
• Any item that has been used, tested, or worn
• Any product that poses hygiene risks once opened

This is for the safety of all customers and to comply with Australian regulations.

Misuse, Improper Use & Exclusions

Products that are misused, incorrectly used, altered, or not used in accordance with provided instructions are not eligible for return, refund, or replacement, except where required under Australian Consumer Law.

This includes, but is not limited to:

• Damage caused by incorrect installation, setup, or handling
• Use of the product for purposes other than its intended use
• Failure to follow care, safety, or usage instructions
• Physical damage caused by impact, liquids, heat, or external force
• Wear and tear caused by prolonged or improper use
• Hygiene-sensitive products that have been opened, used, or tested

Australian Consumer Law does not cover faults caused by misuse, neglect, accidental damage, or normal wear and tear. In these cases, we are unable to offer a refund or replacement.

If a returned item is assessed and found to have been misused or damaged after delivery, the return will be declined and the item will be sent back to the customer.

Faulty, Damaged, or Incorrect Items

You are protected under Australian Consumer Law.

We will provide a replacement or refund when:

• The product is faulty, damaged, or defective
• The product is not as described
• The product is not fit for purpose
• You received the wrong item

Please contact us as soon as possible with:

• Your order number
• A brief description of the issue
• Photos or videos showing the problem

Our team will process your claim quickly and organise a solution for you.

Refunds

Once your return is received and inspected, we will notify you regarding approval.

Approved refunds will be processed to your original payment method.
Please allow 3–7 business days for your bank or payment provider to finalise the reversal.

If a return is rejected due to signs of use, missing packaging, hygiene concerns, or damage not caused during transit, the item will be sent back to you.

Order Cancellations

If you need to cancel your order, please contact us immediately.

We can only cancel orders before they are packed or shipped.
Once an order is in transit, our standard returns policy applies.

Shipping Delays

Once your order has been collected by the courier, delivery times may vary due to external factors such as customs delays, weather events, or courier backlogs. We always recommend tracking your parcel for real-time updates.

How to Request a Return

Email our support team at hello@australianevolution.com.au with:

• Your full name
• Order number
• Reason for return
• Any supporting photos or videos (if applicable)

Our friendly team will guide you through the next steps.

Our Commitment

We are an Australian-owned business with full transparency, a valid ABN, secure checkout options, and a dedicated support team. We’re always here to assist you, and we aim to make every experience smooth, fair, and friendly.