Ashford Wellness
Refund & Return Policy
1. Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). You are entitled to:
- A replacement or refund for a major failure.
- Compensation for any other reasonably foreseeable loss or damage.
- Repair or replacement if the goods fail to be of acceptable quality (and the failure is not a major failure).
Nothing in this Policy is intended to limit or exclude any right or remedy you may have under the Australian Consumer Law that cannot lawfully be limited or excluded.
2. Our 14-Day Change-of-Mind Policy
In addition to your statutory rights, Ashford Wellness offers a voluntary 14-day change-of-mind return policy. If you change your mind for any reason, you may return your order within 14 days of the date of delivery, subject to the conditions below.
Conditions for change-of-mind returns
- The return request must be initiated within 14 calendar days of the date you received your order.
- The product must be returned in its original, unopened and undamaged packaging.
- Proof of purchase (order reference number) must be provided.
- The customer is responsible for return postage costs for change-of-mind returns.
- Products that have been opened, partially used or damaged after delivery are not eligible for change-of-mind returns (except where a statutory guarantee applies).
3. Faulty, Damaged or Incorrect Products
If your product arrives damaged, faulty or materially different from what was ordered, please contact us within 14 days of receipt. We will arrange a replacement or full refund (including return postage) at no cost to you, in accordance with your rights under Australian Consumer Law.
Please retain the original packaging and, where possible, photograph the issue before contacting us.
4. How to Request a Return or Refund
To initiate a return or refund:
- Email us at info@zoicrearth.world with your full name, order reference number and reason for return.
- We will respond within 2 business days with a Return Authorisation number and return instructions.
- Please do not return goods without first receiving a Return Authorisation - unauthorised returns cannot be processed.
5. Refund Processing
| Return type | Refund method | Processing time |
|---|---|---|
| Change of mind (unopened) | Original payment method or bank transfer | Within 10 business days of receiving the return |
| Faulty / damaged / incorrect item | Original payment method or bank transfer | Within 5 business days of confirming the fault |
| Statutory guarantee (major failure) | Original payment method or replacement at your election | As soon as reasonably practicable |
Refunds will be made in AUD. We do not charge any restocking fee.
6. Non-Returnable Items
- Products that have been opened or partially consumed (except where a statutory guarantee applies).
- Products returned after the 14-day change-of-mind window (except where a statutory guarantee applies).
- Products damaged after delivery through misuse or abnormal use.
7. Cancellations
You may cancel an order at no charge provided it has not yet been dispatched. To cancel, contact us immediately at info@zoicrearth.world or +61 3 9000 1234. If the order has already been dispatched, our standard return process applies.
8. Contact
Ashford Wellness Pty Ltd
12 Collins Street, Melbourne VIC 3000, Australia
Email: info@zoicrearth.world
Phone: +61 3 9000 1234
Monday - Friday, 9 am - 5 pm AEST