Refund policy

REFUND AND RETURNS POLICY

Last updated: 1 November 2026

This Refund and Returns Policy sets out your rights and our process for returns, replacements, repairs and refunds. It should be read together with our Shipping Policy and Terms of Service.

1. Your rights under the Australian Consumer Law

Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law (ACL).

If a product has a major failure, you may choose a refund or replacement. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from the failure.

If a product has a minor failure, we will provide an appropriate remedy within a reasonable time, as permitted under the Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement or refund.

Nothing in this policy excludes, restricts or modifies any rights or remedies you have under the ACL or other applicable Australian law.

Our change-of-mind policy below does not affect your rights where a product is faulty, damaged, unsafe, incorrect or otherwise fails to meet the consumer guarantees under the ACL.

2. Change-of-mind returns

We accept change-of-mind returns within 30 days of delivery, provided that the product:

is unopened and unused;
remains in its original sealed packaging;
is in its original condition; and
is suitable for resale.

Return shipping costs for change-of-mind returns are the customer's responsibility.

The product remains your responsibility until we receive it. For change-of-mind returns, we recommend using a tracked delivery service and keeping your proof of postage until your return has been received and processed.

Once we receive and inspect the returned product, we will process an approved refund to the original payment method within 5 business days.

Please allow an additional 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

For health and safety reasons, we do not accept change-of-mind returns of opened or used food or skincare products.

Where an order qualified for free shipping, no refund will be provided for the original shipping cost, as no shipping charge was paid.

If a change-of-mind return reduces the remaining order value below the free shipping threshold, we will not retrospectively charge you for the original shipping cost.

This section does not apply where you are exercising a right or remedy under the Australian Consumer Law.

3. Faulty, damaged or incorrect products

If you believe that a product is faulty, damaged, unsafe, incorrect or not as described, please contact us as soon as reasonably possible through our contact form.

Please include:

your order number;
the product concerned;
a description of the issue; and
photographs where appropriate.

We will reply to the email address you provide, so that you can send us photographs and any other details.

We will assess the issue and provide the remedy required under the Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement or refund.

Where you are entitled to return the product, we will cover reasonable return postage costs.

We will not require you to return a product where doing so would be unreasonable or where the applicable law provides otherwise.

Damaged deliveries

We ship some products in glass bottles. If your parcel arrives visibly damaged, leaking or broken, please photograph the outside of the parcel and the contents.

Where practical, photographs taken before opening the parcel can help us investigate the issue and make a carrier claim, but failure to provide photographs does not remove or limit your rights under the Australian Consumer Law.

4. How to start a return

Please contact us through our contact form before returning any product.

Include:

your order number;
the product or products concerned;
the reason for the return; and
photographs, where relevant, particularly for damaged or faulty products.

We will normally respond within one business day with the next steps and, where applicable, return instructions.

Please do not send products to an address unless we have provided return instructions.

This helps us identify and process your return correctly and prevents products from being sent to an incorrect location.

5. Refunds

Approved refunds will generally be issued to the original payment method used for the purchase.

Once we process a refund, please allow 5–10 business days for the funds to appear, depending on your bank, card issuer or payment provider.

Where a refund is required because a product is faulty, damaged, incorrect or otherwise covered by the Australian Consumer Law, we will also refund any reasonable original shipping or return costs that you are legally entitled to recover.

Where you have used a discount code or promotional offer, any refund will generally reflect the amount actually paid for the affected product, subject to your rights under the Australian Consumer Law.

If only part of an order is returned or refunded, the refund will relate to the affected product or products and any applicable shipping costs.

Nothing in this section limits any refund or compensation rights you may have under the Australian Consumer Law.

6. Gift cards

Poveda Olea digital gift cards are valid for a minimum of 3 years from the date of supply, subject to applicable law.

Any expiry date will be displayed on the gift card or otherwise clearly communicated at the time of purchase.

No purchase or activation fees apply.

Gift cards are not redeemable for cash and are not refundable except where required by law.

Lost or stolen gift cards cannot be replaced unless required by law.

Gift cards may be redeemed towards purchases on the Poveda Olea online store and may be used across multiple transactions until the available balance is used or the card expires.

Gift cards may be combined with other accepted payment methods, subject to the conditions displayed at the time of purchase.