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The Important Stuff

Here is where you'll find all our information on returns, policies, credit card security and FAQ's which we will update regularly. 

If you don't like to read copious amounts of fairly boring text, here's a quick summary.

We will keep your information as safe as a toddler swaddled in bubble wrap and locked in a padded room.

We will happily accept returns if we've stuffed up. If you've stuffed up, contact us asap as we will probably accept it anyway. We're nice like that...

We love chatting to makers of gorgeous natural skin care. If you would like us to stock your range, feel free to email us some info.

If there's something you're searching for, or you'd love to see in our store let us know. 

 

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please contact us before attempting to post any items!

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and the outcome.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@charcoaloil.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@charcoaloil.com before returning the item. Depending on the item, you may not need to return it.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return. (It's happened, yes it was awkward!)

Shipping
To return your product, contact us for a mailing address, some items can be shipped direct to the manufacturer for a speedier refund.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 We are a proudly Australian business.

ABN 14739920983