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.

Change of Mind Returns

We understand that sometimes a product may not be what you expected. While we are not required to offer change-of-mind returns under ACL, we’re happy to assist where possible.

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

• The item must be unused, unopened, and in its original packaging
• The request must be submitted within 30 days of delivery
• The product must not be a hygiene-sensitive item such as mouthpieces, pillows that have been opened, wearable items, or products that come into physical contact with the body

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.

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.

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 support@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.