Terms of Service

Disclaimer Statement

At Althaea Soul, we are committed to offering high-quality, thoughtfully formulated skincare and wellness products. However, we ask that you please read the following disclaimer:

General Information Only: All content on our website, social media platforms, and in communications with our team is for general informational purposes only and is not intended to constitute medical advice. Our products are cosmetic in nature and are not intended to diagnose, treat, cure, or prevent any medical condition.
Customer Feedback: Any comments regarding product effectiveness reflect personal experiences from customers, staff, or family. These should not be interpreted as medical claims or a guarantee of results. Individual responses may vary.
Allergies & Sensitivities: Althaea Soul cannot be held liable for allergic reactions or sensitivities where ingredients have been appropriately disclosed. Please review all product labels and ingredient lists carefully prior to use. If you have known allergies or sensitivities, we recommend consulting a healthcare provider before use. We strongly recommend performing a patch test on the inner arm or leg before applying any new product to the face. Discontinue use immediately if irritation occurs.
Nut Ingredients: Some of our products may contain, or be manufactured in facilities that handle, nuts or nut-derived ingredients. If you have a nut allergy, consult your healthcare provider before use.

Returns & Exchanges – Skincare Products

Due to the hygienic and perishable nature of our skincare items, we cannot accept returns on opened or used products unless they are faulty or do not meet consumer guarantees under Australian Consumer Law.

If your item is faulty, damaged in transit, or incorrect, please email us at info@althaeasoul.com.au within 7 days of receiving your order. Please include your order number, a description of the issue, and clear photos. We may request that the product be returned before issuing a refund or replacement.

Crystals & Natural Items

Crystals are natural products and may contain visible cracks, caves, variations in colour, and other surface irregularities. These features are inherent to natural materials and do not constitute a fault under Australian Consumer Law. Please consider this before purchasing.

Order Discrepancies

We recommend checking your order promptly upon delivery. While we appreciate timely notification, your rights under Australian Consumer Law are not limited by time. However, to assist you quickly and thoroughly, please report any issues such as missing or damaged items within 7 days of delivery, referencing your Australia Post tracking if applicable.

Consumer Guarantees (Australian Consumer Law)

Under the Australian Consumer Law, you are entitled to a repair, replacement, or refund if your product:

Is faulty or has a major defect,
Is not as described,
Is unsafe, or
Does not perform as promised.

We are not required to provide a refund or replacement for change of mind purchases. If you believe your product has a fault or does not meet expectations under consumer law, please contact us promptly.

Shipping Costs

If your product is found to be faulty, damaged, or not as described, we will cover the cost of return shipping. For any returns not due to a fault (and accepted at our discretion), original shipping costs are non-refundable, and return postage is the customer's responsibility.

Lost or Delayed Parcels

Once your order has been dispatched, you will receive a tracking number via email. From this point, the parcel becomes the responsibility of the shipping provider (e.g. Australia Post or courier service).

Althaea Soul is not liable for delays, missing parcels, or delivery errors caused by the courier. However, we’re happy to assist you in locating your parcel by contacting the courier on your behalf where possible.

If your parcel is marked as “delivered” but you have not received it, please first check with neighbours, building management, or your local post office. If the parcel remains missing, contact us within 7 days of the delivery date so we can help investigate.

Please ensure your shipping address is correct at the time of order — we cannot refund or resend items due to address entry errors.