Refund policy

At Althaea Soul, your satisfaction is important to us. We comply with the Australian Consumer Law and aim to handle returns, refunds, and exchanges fairly and transparently.

Your Rights Under Australian Consumer Law

You are entitled to a repair, replacement, or refund if a product:

• has a major fault or defect
• is not as described
• is unsafe
• does not perform as expected

For minor faults, we will provide a repair or replacement within a reasonable timeframe.

Change of Mind Returns

We do not offer refunds or exchanges for change of mind, including:

• incorrect selection
• personal preference (e.g. scent, texture, or results)
• failure to follow product guidance

We encourage you to review product descriptions carefully before purchase or contact us for guidance.

Product-Specific Return Conditions

Due to the nature of our products:

• Skincare products cannot be returned if opened or used, unless faulty
• The Kindred Spirits card deck is not eligible for return due to change of mind

Returns are only accepted where items are faulty, damaged, or not as described, in line with the Australian Consumer Law.

International Orders

International shipping is available for the Kindred Spirits card deck only.

We do not accept returns for international orders due to:

• change of mind
• refusal to pay customs duties or taxes
• failure to collect the parcel

If a parcel is refused, unclaimed, or returned to us, any return shipping costs, customs charges, or carrier fees incurred will be deducted from any applicable refund.

If your item arrives damaged or faulty, please contact us and we will work with you to resolve the issue.

Reporting an Issue

Please inspect your order upon delivery.

To help us resolve issues quickly, contact us at info@althaeasoul.com.au with:

• your order number
• a description of the issue
• clear photos

We request notification within 7 days of delivery, however this does not limit your rights under the Australian Consumer Law.

Return Process

Where a return is approved:

• items should be returned in original packaging where possible
• proof of purchase is required
• we may request the product be returned before issuing a refund or replacement

All returns are assessed in accordance with consumer law.

Shipping Costs (Returns)

• If a product is confirmed faulty, damaged, or not as described, we will cover reasonable return shipping costs
• For any returns accepted at our discretion (non-fault), return shipping is the responsibility of the customer and original shipping costs are non-refundable
• Original shipping costs are non-refundable.
• Duties, taxes, and customs fees (where applicable) are non-refundable once paid to the relevant authorities.

Crystals & Natural Products

Crystals and natural items may contain natural variations such as:

• cracks
• inclusions
• colour differences

These are not faults but part of the nature of the product.