Return and Refund policy
Effective Date: 7 November 2025
Last Updated: 7 November 2025
Thank you for shopping with Anchialo. We value your satisfaction and comply with all obligations under the Australian Consumer Law (ACL). Please read this policy carefully before making a purchase.
1. Change of Mind Returns
Due to hygiene and safety regulations, we do not accept returns or exchanges for change of mind on cosmetic or topical products, once opened or used.
If your item is unused, unopened, and in its original condition and packaging, you may request a return within 7 days of receiving your order.
To request a return, please contact us at info@anchialo.com
with your order number and proof of purchase before sending the item back.
Anchialo reserves the right to reject any return request if:
The product has been opened, used, or tampered with.
The product packaging is damaged or missing.
The return request is submitted after 7 days of delivery.
All approved returns must be shipped to:
Anchialo – Returns Department
Customers are responsible for return postage unless the product is faulty or incorrect.
2. Faulty, Damaged, or Incorrect Items
Under the Australian Consumer Law, you are entitled to a replacement, repair, or refund if a product has a major failure or is significantly different from its description.
We will gladly replace or refund items that are:
Defective, damaged, or leaking on arrival.
Incorrectly supplied or not as described.
To make a claim:
Email info@anchialo.com
within 7 days of delivery.
Include your order number, photos of the item, and a brief description of the issue.
Once approved, we’ll arrange a replacement, store credit, or refund.
Anchialo will cover the return shipping costs for approved faulty or incorrect items.
3. Refunds
Once your returned item is received and inspected, we’ll notify you via email regarding the approval or rejection of your refund.
If approved:
Refunds will be issued to your original method of payment (credit card, PayPal, etc.).
Processing times may vary depending on your bank or payment provider (usually within 5–10 business days).
If your refund has not been received after that time:
Check your bank or PayPal account again.
Contact your bank or payment provider.
If still unresolved, contact us at info@anchialo.com for assistance.
4. Sale Items
Only regularly priced products are eligible for refund or exchange.
Items purchased on sale, during promotions, or as discounted bundles are non-refundable, unless defective or required under Australian Consumer Law.
5. Exchanges
We only replace items if they are defective, damaged, or incorrectly supplied.
To arrange an exchange, please contact info@anchialo.com
within 7 days of delivery.
If approved, return your item to:
Anchialo – Returns Department
6. Shipping for Returns
Customers are responsible for return shipping costs unless the product is faulty or incorrect.
Shipping fees are non-refundable.
If you receive a refund, the cost of return shipping (if applicable) will be deducted.
We recommend using a trackable delivery service or shipping insurance for returns valued over AUD $98.
Anchialo is not responsible for items lost in transit.
7. Consumer Rights in Australia
Nothing in this policy excludes your rights under the Australian Consumer Law.
You are entitled to a replacement or refund for a major product failure, and to compensation for any other reasonably foreseeable loss or damage.
If the goods fail to be of acceptable quality but the failure does not amount to a major failure, you are entitled to have the goods repaired or replaced.
8. Contact Us
For returns, refunds, or exchanges, please contact our support team:
Returns & Exchanges
If you’d like to return or exchange an item, just email us at info@anchialo.com.
We’ll review your request and send you the return address and instructions once approved.
Australian Consumer Law (Competition and Consumer Act 2010)
Fair Trading Act 1999 (VIC)
Cosmetic Product Hygiene and Safety Standards
Consumer Affairs Victoria guidelines