Returns & Refund Policy

Returns & Refunds Policy

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

30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on eligible products from the date your order is delivered.

To be eligible for a change-of-mind return:

• The request must be submitted within 30 days of delivery
• Items must be unused and in original packaging
• Products must be in resalable condition

Please note that hygiene-sensitive or personal-use items cannot be returned once opened or used.

For approved change-of-mind returns:

• Customers are responsible for return shipping costs
• Original shipping costs are non-refundable

We aim to make the returns process simple, fair, and transparent for all customers.

Hygiene & Personal Use Products

For health, safety, and hygiene reasons, some personal-use products cannot be returned once opened or used unless faulty or not as described.

This may include:

• Anti-snoring mouthpieces
• Opened pillow products
• Wellness and wearable therapy products
• Personal care items

If your item arrives faulty, damaged, or incorrect, please contact our team and we will resolve the issue as quickly as possible.

Faulty, Damaged, or Incorrect Items

You are protected under Australian Consumer Law.

We will provide a replacement, store credit, or refund where applicable if:

• The product is faulty or defective
• The product arrives damaged
• The wrong item was received
• The product is significantly different from its description
• The product is not fit for its intended purpose

To help us resolve the issue quickly, please contact us with:

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

Our support team will review your request and organise a suitable solution as quickly as possible.

Misuse, Improper Use & Exclusions

Products that are damaged due to misuse, improper handling, accidental damage, unauthorised modifications, or failure to follow provided instructions are not eligible for refund, replacement, or return under Australian Consumer Law.

This includes:

• Incorrect installation or setup
• Improper storage or handling
• Damage caused by liquids, impact, or external force
• Normal wear and tear
• Use outside the intended purpose of the product

If a returned item is assessed and found to have been damaged after delivery due to misuse or improper use, the return may be declined.

Refunds

Once your return has been received and inspected, we will notify you regarding the outcome of your refund request.

Approved refunds are processed back to your original payment method.

Please allow approximately 3–7 days for your bank or payment provider to finalise the transaction.

If your return does not meet the conditions outlined in this policy, the item may be returned to you.

Order Cancellations

If you need to cancel your order, please contact us as soon as possible.

Orders can only be cancelled before they have been packed or dispatched. Once an order has been shipped, our standard returns policy will apply.

Shipping Delays

Once your order has been dispatched and collected by the courier, delivery times may occasionally vary due to external factors outside our control, including weather events, courier delays, or peak delivery periods.

Tracking information is provided on all orders so you can monitor your parcel during transit.

How To Request A Return

To request a return, please contact our support team via email at hello@australianevolution.com.au and include:

• 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 as quickly as possible.

Our Commitment

Australian Evolution is an Australian-owned business committed to providing transparent service, secure checkout options, tracked delivery, and responsive customer support.

We value every customer and always aim to provide a smooth, fair, and reliable shopping experience.