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Refund policy

RETURNS POLICY

Firstly, we want you to know that your satisfaction is super important to us, and DETOXDEN aims to make your online shopping experience as easy as possible.

We do believe that you will love the products you purchase from DETOXDEN. That’s because we do our best to find products that are designed beautifully and are toxin-free, to be just what you need. 

However, we understand that sometimes you may not be satisfied with product/s you purchased from our website, and we will do our best to organise a refund or exchange.

STANDARD, CHANGE OF MIND RETURNS

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

Our return policy covers returns of most products in their original purchase condition but please choose carefully as for online orders, shipping costs associated with the return of product/s will be your sole responsibility and will not be reimbursed by DETOXDEN. 

If you have decided that you don’t like what you ordered once seeing it in your home, please email hello@detoxden.com.au and include the following details:

  • Order number (which can be found in your order confirmation email)
  • Name of the item/s that you would like to return, 
  • Reason for the return e.g. ‘Returns’, ‘Change of Mind’.

One of our friendly Denmakers from our customer service team will reach out to you as soon as possible to find a solution to your query. Full refunds will be processed once products are received and inspected, and you will receive a full refund for your item/s less the original shipping charge.

To be eligible for a return, your item must be in the same condition you that you received it — packaging must be unopened, unwashed, unmarked and not defaced in any manner. 

We only accept returns of products purchased through detoxden.com.au.

You’ll also need the receipt or proof of purchase. 

Note: When returning products, please also keep your proof of your return (your tracking number) in the event the parcel goes missing in transit.

Exceptions/ Non-returnable Items 

Please note that there are certain types of items that cannot be returned, such as custom printed and custom made to order products, unless there is a fault or defect. 

Items that cannot be returned include baby crib mobiles, beeswax candles, cushion covers, hemp shower curtains, kids dinnerware, decorative wall sticker decals, reed stick diffusers and room and body sprays.

Please also be aware that when you purchase hand-crafted pieces, this means you understand that there may be flaws. For example, no candle or hand poured item is perfect, which is what makes them beautiful.

We are unable to make any amendments to, or cancel orders once they have been placed during a sale. 

Unfortunately, we also cannot accept returns on sale items if you have simply changed your mind. 

DAMAGED OR DEFECTIVE ITEMS

We’re very sorry if you received a parcel with damaged, incorrect, or missing items.

Please inspect your order upon receiving it and contact us immediately if the item is damaged or defective or if you receive the wrong item. 

Even though great care is taken in the shipping process, if your item/s arrives damaged or is faulty, please contact us at hello@detoxden.com.au with the reason for the return (e.g. ‘Damaged Item’, ‘Missing Item’, ‘Wrong Item’) to assess the damage and to work out a solution. You may be requested to provide a photograph of your item/s and /or delivery package to aid a speedy resolution. 

If you fail to contact us about a missing or incorrect item within 7 days of your receipt of the parcel, DETOXDEN may, in its unrestricted discretion, refuse a refund or replacement of the goods.

Where required under Australian Consumer Law, DETOXDEN will accept product returns and provide you with an exchange, repair or refund (as applicable) where:

  • The product is damaged, or
  • The product is faulty, and
  • You can present your online tax invoice or other proof of purchase

DETOXDEN may elect to return the product to the manufacturer or supplier to determine the nature of the problem.

DETOXDEN also reserves the right to not offer an exchange, refund or repair where the item fault is a result of misuse or neglect.

CHANGES TO THIS RETURNS POLICY

Subject always to the operation of the Australian Consumer Law, we reserve the right to amend this Returns Policy at any time. Updates will be posted on this page and are effective immediately. 

This Policy is to be read in conjunction with our Website Terms of Use and Privacy Policy.