Refund Policy

We are here to help

If something is wrong with your Edenvale order, please contact our team with your order number and a description of the issue. Photos of the product, outer packaging and shipping label can help us investigate where relevant. We will explain the available next steps.

Your rights under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). If a product does not meet an applicable consumer guarantee, the remedies available depend on the nature and seriousness of the problem. For a major failure with goods, you can generally choose a refund or replacement. For other failures, we will provide an appropriate remedy as required by law. Nothing in this policy limits your statutory rights.

Faulty, damaged, incorrect or missing items

Please contact us as soon as reasonably practicable if any items arrive faulty, damaged, incorrect or missing. If an item arrives damaged or incorrect, we will arrange a replacement at no cost to you, or provide another remedy where required by Australian Consumer Law. We may ask for relevant details or photos to help resolve the issue. You are not required to accept a replacement where the law entitles you to choose a refund.

Returns and reasonable costs

Please contact our team before sending products back so we can provide suitable return or collection instructions. Where Edenvale is required by law to arrange collection or cover reasonable return costs, we will do so or reimburse eligible expenses, as applicable. Please keep evidence of any return postage costs.

Change-of-mind returns

We do not generally accept change-of-mind returns. However, we may consider requests on a case-by-case basis, at our discretion. Please contact us within five business days of receiving your order and obtain approval before returning any bottles. If a return is approved, bottles must be unopened and in resaleable condition. Opening the outer carton does not prevent us from considering a return of any remaining unopened bottles. Return shipping is at the customer’s cost. Once the approved returned bottles have been received and checked, we will process a refund for the eligible bottles. This policy does not affect your rights under Australian Consumer Law.

Refund processing

Where we agree to a refund, or a refund is required by law, we will process it through the available payment or refund method and let you know when it has been arranged. Your payment provider may need additional time to make funds available.

Contact us

Email shop@edenvale.com.au, call (02) 9477 7346 or use our website contact form at https://edenvale.com.au/pages/contact.