Refund policy

RETURNS POLICY

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

DAMAGED OR DEFECTIVE PRODUCTS

If your BASIC Hygiene order arrives damaged, defective, or not as described, we will replace it or refund your purchase.

To request a replacement or refund:
- Contact us at support@basichygiene.store within 7 days of delivery
- Include your order number and clear photos of the damage or defect
- We will respond within 2 business days

For damaged, defective, or incorrect items, we cover all return shipping costs.

Claims submitted after 7 days will be assessed at BASIC Hygiene's discretion, except where Australian Consumer Law rights apply.

CHANGE OF MIND

Due to hygiene and safety reasons, we do not accept returns or refunds for change of mind.

CUSTOMER ERRORS

For orders placed with incorrect shipping addresses or customer-error mistakes, return shipping costs are the responsibility of the customer.

REFUSED OR UNCOLLECTED DELIVERIES

Parcels refused by the customer at delivery, returned to us due to failure to collect, or returned due to incorrect shipping information provided by the customer are non-refundable. Original shipping costs are non-refundable, and re-shipment requires full payment of the original order value plus additional shipping fees.

SUBSCRIPTIONS

You can pause, skip, or cancel your subscription at any time from your account dashboard.

3-Pack and 5-Pack subscriptions include free shipping. To ensure fair use of this benefit, 3-Pack and 5-Pack subscriptions have a minimum of 2 orders before cancellation. 1-Pack subscribers may cancel at any time.

Subscription orders already dispatched cannot be cancelled or refunded.

If payment fails on a scheduled subscription order, we will attempt to process the payment across multiple retry dates over 14 days. If unsuccessful after 14 days, your subscription will pause automatically. You can update your payment details at any time from your account to resume shipments.

REFUND PROCESSING

Approved refunds are processed to the original payment method within 5-10 business days. Bank processing times may vary.

POLICY UPDATES

This policy may be updated from time to time. The version displayed at the time of your purchase applies to that purchase.

CONTACT

For assistance: support@basichygiene.store

BASIC Hygiene
ABN 72 234 283 619