Refund policy

Australian Consumer Law

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

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

 

Change-of-Mind Returns

We offer a 30-day change-of-mind return period, which means you have 30 days after receiving your item to request a return where the product is not faulty.

To be eligible for a change-of-mind return:

  • The item must be unused and unopened
  • In its original packaging
  • In a resaleable condition
  • You must provide proof of purchase

To start a return, please contact us at darius@cleanwhey.com.au.
Returns must be approved before being sent back. Items returned without approval may not be accepted.

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

 

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery and contact us immediately if:

  • The item is defective
  • The item is damaged
  • You received the wrong item

In these cases, we will assess the issue and provide a remedy in accordance with Australian Consumer Law, which may include a refund, replacement, or repair.

 

Non-Returnable Items

For hygiene and safety reasons, we do not accept change-of-mind returns for:

  • Opened or used cleaning products
  • Items that have been partially consumed
  • Gift cards

This does not affect your rights under Australian Consumer Law if a product is faulty or not as described.

 

Exchanges

The fastest way to receive a replacement item is to return the original item (once approved) and place a new order.

 

Refunds

Once we receive and inspect your return, we will notify you of the outcome.
If approved, refunds will be issued to your original payment method within 10 business days.

Please note that processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since approval, please contact us at darius@cleanwhey.com.au.