Return Policy
Conditions for returns and refunds on cooling towels and heat relief products.
Last updated:
Delivery
We deliver across Australia. Delivery timeframes and costs depend on your location and the delivery option chosen; we will confirm these when you place an order or upon enquiry via our contact page.
Return period
You may request a return within the period stated at the time of purchase or in your order confirmation (typically 30 days from delivery unless otherwise specified). For faulty or misdescribed items, longer periods may apply under Australian consumer law.
Return conditions
Items must be in resaleable condition, unused or lightly used as appropriate, with original packaging where possible. Products that are damaged, altered, or used beyond what is necessary to assess them may not be accepted for return.
Cost of return shipping
Unless the return is due to our error (e.g. wrong or faulty item), you are responsible for the cost of sending the item back to us. We will confirm who pays return shipping when you request a return. For eligible faulty or misdescribed goods, we may reimburse return postage.
Return process
Contact us via the contact page with your order details and reason for return. We will provide return instructions and, where applicable, a returns reference. Pack the item securely and send it to the address we give you. Keep proof of postage until the return is processed.
Non-returnable items
Certain items may be non-returnable for hygiene or safety reasons (e.g. personalised or sealed goods that have been opened, unless faulty). We will state any non-returnable items at the time of purchase or in the product description.
General legal requirements
This policy does not limit your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). You are entitled to a remedy if goods are faulty, not as described, or do not meet consumer guarantees. Our return process is in addition to those statutory rights and we do not seek to exclude or limit them.
Order cancellation policy
You may cancel an order before it has been dispatched. Once the order has shipped, cancellation is not possible; you may instead follow the return process after delivery. Contact us as soon as possible if you wish to cancel.
Refund procedure
After we receive and inspect the returned item we will notify you of the outcome. If a refund is approved, we will process it to the original payment method within a reasonable time (typically within 14 business days). Refunds are made in accordance with the Australian Consumer Law and our payment processor’s terms.
Contact information
For return requests, cancellations, or questions about this policy, please use our contact page. Include your order number and reason for return so we can assist you promptly.