Refund policy

Last updated: February 5, 2026

This policy is provided in accordance with the Australian Consumer Law (ACL).

1. CHANGE OF MIND RETURNS

We accept change of mind returns within 14 days of delivery.

To be eligible for a change of mind return:

• Item must be unused
• Item must be unopened
• Item must be in original packaging
• Proof of purchase required

Customers are responsible for return shipping costs for change of mind returns.

Shipping costs are non-refundable.

2. NON-RETURNABLE ITEMS

Due to hygiene and safety reasons, we do not accept returns for:

• Opened personal care or cosmetic products
• Used products
• Gift cards
• Sale or clearance items

3. FAULTY, DAMAGED OR INCORRECT ITEMS

If your item is:

• Faulty
• Damaged
• Defective
• Incorrect

You are entitled to a remedy under Australian Consumer Law.

Please contact us within 7 days of delivery with:

• Your order number
• Photos or video of the issue
• Description of the problem

We will assess and offer one of the following where applicable:

• Replacement
• Refund
• Store credit

Return shipping will be covered by us for faulty or incorrect items.

4. HOW TO START A RETURN

Email: hello@ptpnaturals.com.au

Include:

• Full name
• Order number
• Reason for return

Returns sent without approval will not be accepted.

5. REFUNDS PROCESSING

Once your return is received and inspected:

• You will be notified by email
• Approved refunds are issued to the original payment method
• Processing time: up to 10 business days

Banks and card providers may take additional time to reflect funds.

6. EXCHANGES

We do not offer direct exchanges.

To receive another item, return your original purchase (if eligible) and place a new order.

7. AUSTRALIAN CONSUMER LAW NOTICE

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
• 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.

PTP NATURALS
Email: hello@ptpnaturals.com.au