REFUND POLICY

Last updated: 14 March 2026

This Refund & Returns Policy applies to purchases made from the website operated by JEMS NATURAL PRODUCTS PTY LTD. We want you to be satisfied with your purchase. This policy explains how refunds, returns, and cancellations are handled. This policy operates in accordance with your rights under Australian Consumer Law. Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.

Australian Consumer Law

Under Australian Consumer Law, products sold in Australia come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality, and the failure does not amount to a major failure.

First Order Satisfaction Guarantee

If you are trying our products for the first time and are not satisfied, you may request a refund under our First Order Satisfaction Guarantee. This guarantee applies to the first order placed on our website and is intended to give customers the opportunity to try our products with confidence.

Refund requests under this guarantee must be made within 30 days from the date your order was shipped. Requests must include your order number and a brief explanation of why the product did not meet your expectations. We may request that the product be returned before processing the refund. This guarantee applies only to first-time purchases made directly through our website and may be limited to one refund per customer.

Refund Requests

If you are dissatisfied with a product purchased from our website, you may request a refund. Refund requests must be submitted within 30 days from the date your order was shipped. Refund requests should be made by contacting us via email or the contact form on our website. Please include your name, order number, and a description of the issue. Once we receive your request, we may ask you to return the product so it can be assessed.

Returning Products

If a return is approved, the product must be sent back to us before a refund can be issued. Unless the product is faulty or incorrect, customers are responsible for the cost of returning products. Shipping and handling charges from the original order are not refundable. We are not responsible for products that are lost or damaged while being returned to us. We recommend using a tracked shipping service when returning items.

Faulty, Damaged or Incorrect Products
If the product you receive is faulty, damaged, or not as described, please contact us as soon as possible. In these cases, we will work with you to provide an appropriate remedy in accordance with Australian Consumer Law. This may include repair, replacement, or refund, depending on the circumstances. Where a product is confirmed to be faulty or incorrect, we will cover the reasonable cost of return shipping.

Hygiene and Opened Products

Due to the personal nature of deodorant and skincare products, we cannot accept returns for hygiene reasons where products have been opened or used, unless the product is faulty, damaged, or not in accordance with consumer guarantees under Australian Consumer Law.

If a return is requested under our First Order Satisfaction Guarantee, we may still request that the product be returned for assessment before issuing a refund.

Misuse or Abnormal Use

Refunds or replacements will not be provided for products that have been damaged due to misuse, lack of care, mishandling, accident, abuse, or other abnormal use after delivery.

Processing Refunds

Once a returned product is received and assessed, we will notify you of the outcome of your refund request. If a refund is approved, we will process the refund within approximately five business days. Refunds will be issued to the original payment method used for the purchase, such as payments made via Stripe, PayPal, or credit card. Please note that banks and payment providers may take additional time to process the refund before it appears in your account.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible. If your order has not yet been shipped, we may be able to cancel the order and provide a refund. If the order has already been dispatched, it may need to be returned in accordance with this policy.

If you have questions about returns, refunds, or cancellations, please contact us.

JEMS NATURAL PRODUCTS PTY LTD
Melbourne, Australia

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