Refund policy

RETURNS, REFUNDS AND REPLACEMENTS

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law (ACL) or any other applicable law.

If you believe a product is faulty, damaged, defective or otherwise does not meet applicable consumer guarantees, please contact us via our Contact Us page and provide details of the issue, including photographs and any other information reasonably requested by us to assist with our assessment.

To assess a claim, we may require the product to be returned to us for inspection, testing or quality assurance review. Where requested, customers must cooperate with our reasonable return and investigation process.

Where a product is confirmed to be faulty, defective, damaged in transit, or otherwise fails to meet applicable consumer guarantees, we will provide an appropriate remedy in accordance with the ACL, which may include a replacement, repair or refund.

Products Transported Outside Australia

Products supplied by Swisse directly or purchased from Australian retailers are manufactured, stored and distributed in accordance with recommended storage and handling requirements. Swisse cannot monitor or control storage, handling or transportation conditions once products are transported by customers or third parties outside Australia.

If a product is taken, shipped or otherwise transported outside Australia by a customer or a third party not engaged by Swisse, and a quality concern is subsequently reported, Swisse may require the product to be returned to Australia (at the customer's expense unless otherwise required by law) for assessment before determining whether a refund, replacement or other remedy is available.

Where:

• the product cannot be returned for inspection or testing;
• Swisse is unable to adequately investigate the alleged issue;
• the available information is insufficient to establish that the issue arose from a manufacturing defect, failure to meet consumer guarantees, or another cause for which Swisse is responsible; or
• the issue may reasonably have resulted from storage, handling or transportation conditions outside Swisse's control,

To the extent permitted by law, Swisse may decline a request for a refund, replacement or other remedy where it is unable to determine, based on the information available, that the product is faulty, defective, failed to meet a consumer guarantee or is otherwise a circumstance for which Swisse is responsible.

Nothing in this section limits any rights or remedies available under the ACL.

Change of Mind

Unless required by law, Swisse does not provide refunds, exchanges or credits for change-of-mind purchases.

We will not cancel or refund an order based on “change of mind”. In accordance with any statutory rights you may have under the Competition and Consumer Act 2010 (Cth), which cannot be excluded, we will replace or reimburse you for any product which has been delivered to you and is confirmed to be faulty or damaged. If you wish to return such a product, we request that you do so through our “contact us” page.