Effective Date: 1 October 2025
Our Commitment to Quality
At Purely U, we stand behind the quality of our certified organic products. This policy outlines our returns and refunds process in compliance with Australian Consumer Law.
Faulty or Damaged Products
Full Refund or Replacement Guarantee
We will fully refund or replace any products purchased from Purely U if they are:
- Defective or faulty
- Damaged during shipping
- Not as described on our website
- Missing items from your order
How to Report Faulty or Damaged Products
If you receive a faulty or damaged product:
- Contact us within 7 days of receiving your order
- Email: [email protected]
- Subject line: “Faulty/Damaged Product – Order #[Your Order Number]”
- Include in your email:
- Your order number
- Clear photos showing the damage or fault
- Description of the issue
- Your preferred resolution (refund or replacement)
We will respond within 2 business days to arrange your refund or replacement.
Refund Processing
Once we receive and assess your claim:
- Refunds will be processed in the same payment method you used for the original purchase
- Processing time: Refunds will be issued as soon as possible, typically within 5-10 business days upon receipt of returned products or photographic evidence
- Bank processing: Please allow an additional 3-5 business days for your financial institution to process the refund
- You will receive email confirmation once your refund has been processed
Return Shipping for Faulty Products
For genuinely faulty or damaged products:
- We cover return shipping costs – we will provide you with a prepaid return label or reimburse your return shipping costs
- You do not need to return damaged products in some cases – we may approve a refund based on photographic evidence alone
Australian Consumer Law – Your Rights
Consumer Guarantees
Under the Australian Consumer Law, you have guaranteed rights for products that:
- Are of acceptable quality
- Are fit for their intended purpose
- Match the description provided
- Are safe and durable
These consumer guarantees cannot be excluded. If our products fail to meet these guarantees, you are entitled to a remedy, which may include:
- Repair or replacement
- Refund (if the failure is major)
Major vs Minor Failures
- Major Failure: If a product has a problem that would have stopped someone from buying it if they’d known about it (e.g., completely unusable, unsafe, significantly different from description).
- Minor Failure: If the problem is fixable within a reasonable time (e.g., minor defect that doesn’t affect use).
For major failures, you can choose between a refund or replacement. For minor failures, we will offer repair, replacement, or refund at our discretion.
Situations Where Refunds Are NOT Offered
Change of Mind
We do not offer refunds or returns for:
- Change of mind purchases
- You no longer want the product
- You found a cheaper alternative elsewhere
- You ordered the wrong product or size
- You didn’t read the product description carefully
Please choose carefully. We encourage you to:
- Read all product descriptions thoroughly
- Review ingredients and usage instructions
- Check product sizes before purchasing
- Contact us with questions before ordering
Individual Reactions or Sensitivities
We cannot offer refunds for:
- Individual negative reactions to our products
- Digestive issues or sensitivities
- Allergic reactions to natural ingredients
- Personal taste preferences (e.g., dislike of flavour)
- Products that don’t suit your individual needs
Why? Although our ingredients are completely natural, certified organic, and gentle, we cannot assume responsibility for personal reactions resulting from individual sensitivities.
Your Responsibility:
- Review all ingredient lists carefully before purchasing
- Check for potential allergens or ingredients you’re sensitive to
- Consult with a healthcare professional if you have concerns about ingredients
- Start with small amounts if you’re trying a product for the first time
- Assess if the product is right for you before making your purchase
Product Not Suitable for Your Needs
We do not offer refunds if:
- The product doesn’t achieve your desired results
- You prefer a different flavor after trying it
- The product works as described but doesn’t meet your expectations
- You decide you don’t like natural sweeteners
Incorrect or Missing Items
Our Mistake, Our Responsibility
If we make an error with your order:
- Wrong product sent: We’ll send the correct product and cover all shipping costs
- Missing items: We’ll send the missing items immediately at no cost to you
- Incorrect quantity: We’ll rectify the issue and may offer a refund for the difference
Contact us immediately at [email protected] if you receive an incorrect or incomplete order.
Unopened Products
Unopened Product Returns
We may accept returns of unopened products in exceptional circumstances at our discretion. This includes:
- Products still in original, sealed packaging
- No damage to packaging or seals
- Within 14 days of delivery
- Product is in re-saleable condition
Contact us first before returning unopened products. Returns must be pre-approved.
Conditions:
- Customer pays return shipping costs
- 15% restocking fee may apply
- Refund issued once product is received and inspected
- Original shipping costs are non-refundable
How to Initiate a Return
Step-by-Step Process
- Step 1: Contact Us
- Email: [email protected]
- Subject: “Return Request – Order #[Your Order Number]”
- Include: Order number, reason for return, photos (if applicable)
- Step 2: Wait for Approval
- We’ll respond within 2 business days
- We’ll provide return instructions or a prepaid label (for faulty items)
- We may request additional information or photos
- Step 3: Return the Product
- Pack the product securely to prevent damage during return shipping
- Include your order number inside the package
- Use the prepaid label provided (for faulty items) or arrange your own shipping (for approved unopened returns)
- Keep your tracking number for reference
- Step 4: Refund Processing
- We’ll inspect the returned product upon receipt
- Refund will be processed within 5-10 business days
- You’ll receive email confirmation once the refund is issued
Refund Methods
How You’ll Receive Your Refund
Refunds will be processed using the same payment method you used for your original purchase:
- Credit/Debit Card: Refund credited to the same card within 5-10 business days
- PayPal: Refund to your PayPal account within 3-5 business days
- Other payment methods: Refund processed according to the provider’s standard timeframe
We cannot issue refunds via different payment methods (e.g., cash refunds for card purchases).
What’s Refunded
For faulty/damaged products:
- Full product price
- Original shipping costs (if item was damaged in transit)
- Return shipping costs
For approved unopened returns:
- Product price minus 15% restocking fee
- Original shipping costs NOT refunded
- Return shipping costs paid by customer
Non-Refundable Items
The following are not eligible for refund or return under any circumstances:
- Products purchased during special promotional sales (if stated as “final sale”)
- Digital products or downloadable content (if we offer these in future)
- Gift cards or store credit
- Products that have been opened and used (except for faulty products)
Exchanges
Product Exchanges
We offer exchanges for:
- Faulty products → Same product or alternative product of equal value
- Wrong product sent → Correct product at no additional cost
We do not offer exchanges for:
- Change of mind
- Flavour preferences
- Product size preferences
To request an exchange: Contact [email protected] with your order number and exchange request.
Damaged in Transit
Shipping Damage Protocol
If your product arrives damaged due to shipping:
- Take photos immediately of:
- The damaged packaging (outer box/envelope)
- The damaged product
- Any packing materials
- Contact us within 7 days at [email protected]
- We will:
- Replace the product at no cost to you
- Cover all shipping costs for the replacement
- Investigate the issue with our shipping provider
You do not need to return damaged products – we may approve replacement based on photographic evidence.
Timeframes
- Report faulty/damaged products: Within 7 days of delivery
- Request return for unopened products: Within 14 days of delivery
- Our response to your claim: Within 2 business days
- Refund processing (after receipt): 5-10 business days
- Bank processing time: Additional 3-5 business days
Late claims: Claims submitted after the specified timeframes may be denied at our discretion.
Contact Information
Returns & Refunds Inquiries
- Email: [email protected]
- Subject Line Options:
- “Faulty Product – Order #[Number]”
- “Damaged Product – Order #[Number]”
- “Return Request – Order #[Number]”
- “Refund Inquiry – Order #[Number]”
- Response Time: We aim to respond within 2 business days
- Business Hours: Monday – Friday, 9:00 AM – 5:00 PM AEST
Your Responsibilities
Customer Obligations
- Before Purchasing:
- Read all product descriptions and ingredient lists carefully
- Check for potential allergens or sensitivities
- Review product sizes and quantities
- Understand product use and limitations
- Contact us with any questions before ordering
- When Claiming Returns/Refunds:
- Provide accurate information and photos
- Respond promptly to our inquiries
- Return products in original condition (when required)
- Pack returned items securely
- Keep tracking information for returns
- General:
- Use products as directed
- Store products appropriately
- Contact us immediately if issues arise
- Provide honest feedback to help us improve
Policy Updates
We reserve the right to update this Returns & Refunds Policy at any time. Changes will be effective immediately upon posting to our website. The “Last Updated” date at the top of this policy indicates when the most recent changes were made.
Check this page regularly to stay informed of our current returns and refunds policy.
Governing Law
This Returns & Refunds Policy is governed by the laws of New South Wales, Australia, and complies with the Australian Consumer Law.
Questions?
If you have questions about our Returns & Refunds Policy or need assistance with a return:
- Contact: [email protected]
- We’re here to help ensure your satisfaction with Purely U products.
This policy was last reviewed and updated on 1 October 2025.