Exchange and Returns Policy

At Follicle Labs, we prioritize your satisfaction with every purchase. This policy applies to all products sold by Follicle labs and covers items purchased both online and in-store. To ensure transparency and protect both parties, we have outlined our comprehensive Returns and Refunds Policy below:


1. No Change of Mind Returns

Our products are carefully curated for consumers. Therefore, we do not accept returns for change of mind. We recommend thoroughly reviewing product details before making a purchase. By making a purchase with Follicle Labs, you acknowledge and agree to abide by this No Change of Mind Returns Policy. For any inquiries or concerns, our dedicated customer service team is available to assist you.


2. Exceptions


a. Damaged or Defective Items: If you receive a damaged or defective product, promptly notify us to arrange for a replacement or refund.

b. Consumer Guarantees: This policy is in addition to your rights under the Australian Consumer Law. You are entitled to remedies if a product is faulty, not fit for purpose, or does not match the description.


3. Hygiene Considerations

For hygiene and safety reasons, we cannot accept returns for non-faulty items that have been used, opened, or altered. Please inspect your items upon receipt and contact us immediately if any issues arise.

4. 14-Day Return Policy for Faulty Items

In the case of a faulty or defective product, you have 14 days from the date of delivery to initiate a return or exchange. Contact our customer service team for guidance and support throughout the process.

5. Refund Process

Upon receiving and inspecting your return, we will notify you of the refund status. Approved refunds will be processed and credited to your original payment method within 7-10 business days.

6. Responsibility for Costs

Customers are responsible for shipping costs associated with returning non-faulty items. If upon inspection, we determine that the product is not faulty, the consumer may be responsible for covering the costs associated with product purchase price and shipping. If a product is deemed faulty, we will reimburse you for the return shipping costs.

7. Australian Consumer Law Compliance

We fully comply with Australian Consumer Law standards and provide returns and remedies as required by law, ensuring your rights as a consumer are protected.

8. Evidence Requirement for Claims

To process a return or refund for damaged or defective items, photographic evidence may be required. This helps expedite the resolution process and ensures accurate assessment of the issue.

9. Product Condition upon Return

Returned items must be in their original packaging and condition, including all accessories and documentation. Failure to meet these conditions may result in a partial refund or denial of the return request.


Contact Us
For any inquiries regarding our Returns and Refunds Policy or assistance with a return, please contact our customer service team at contactus@folliclelabs.com.au.We are committed to addressing your concerns promptly and fairly.