This Returns Policy applies to products purchased directly on oceaniasmartselect.com.au via Stripe. Products purchased from other retailers (pharmacies, independent grocers, eBay, etc.) are subject to those retailers' own policies. Your statutory rights under the Australian Consumer Law are not affected by this policy.
1. Your rights under the Australian Consumer Law (ACL)
All products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and for compensation for any reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
2. 30-day change-of-mind returns
In addition to your ACL rights, we offer a 30-day change-of-mind return for unopened, sealed, resalable non-perishable products in their original packaging. Conditions:
- Return request lodged within 30 days of delivery.
- Product factory-sealed; outer packaging intact.
- You arrange and pay for return shipping (trackable method required).
- We refund the purchase price within 5 business days of receiving the returned goods in satisfactory condition.
- Original outbound shipping fees are not refunded.
3. Products that cannot be returned for change-of-mind
- Opened or unsealed food products (milk powder, oats, canned tuna) — for hygiene and food safety reasons.
- Opened skincare products — for hygiene reasons.
- Products purchased more than 30 days before the return request.
- Products damaged by the customer after delivery.
These exclusions do not apply if the product is faulty, damaged on arrival, significantly different from its description, or otherwise fails to meet an ACL guarantee.
4. Damaged on arrival or faulty products
If your product arrives damaged, broken, contaminated, or otherwise defective:
- Photograph the external packaging and the product in the condition received.
- Contact us at our contact page within 7 days of delivery, attaching the photos and your Stripe order number.
- We will assess and, where appropriate, arrange: (a) a full refund including shipping, (b) a free replacement, or (c) a repair — at your choice for major failures, at our choice for minor failures.
5. Wrong product shipped
If we sent you a different product to the one you ordered, we will: arrange a prepaid return label, ship the correct product at no extra cost, and refund any price difference. Contact us within 14 days.
6. How to start a return
- Email us via our contact form stating: your Stripe order number, the product, the reason for return, and photos if the product is faulty.
- We respond within 2 business days with a return authorisation and return shipping address.
- Do not send products back without a return authorisation — items received without one may be returned to sender at your cost.
- Use a trackable shipping method. We are not responsible for returns lost in transit.
7. How refunds are processed
Approved refunds are issued to the original Stripe payment method. Processing times:
- Our side — up to 5 business days from receipt of the returned goods.
- Stripe — credit appears within 5–10 business days depending on your bank.
We do not issue store credit or exchanges for change-of-mind returns — only cash refunds to the original card.
8. Cancellations before shipment
If your order has not yet shipped, contact us immediately and we will cancel and fully refund with no restocking fee. Once a tracking number is issued, the order is considered shipped and the return process applies.
9. Cross-border returns
International customers are responsible for return shipping and any customs charges. We recommend lodging any issue with us before arranging a return so we can advise on the most cost-effective resolution (for low-value items, a refund without return is often preferable for both parties).
10. Contact
Contact us — reference "Return enquiry" in the subject line. We respond within 2 business days.
See also our Shipping Policy and Terms of Service.
