Refund policy

 

At Actual Gummies Pty Ltd, customer satisfaction is important to us. This policy explains how returns, refunds, and exchanges are handled in accordance with Australian Consumer Law (ACL).

When You’re Eligible for a Return

You may be entitled to a return, replacement, or refund if your product:

• Arrives faulty or damaged

• Is significantly different from the product description

• Is incorrectly supplied (wrong item sent)

To request a return, please contact hello@actualgummies.com within 14 days of receiving your order. All return requests must be approved before items are sent back.

Return Conditions

To qualify for a return, the following conditions must be met:

• The product must be unused and unopened, with seals intact

• Packaging must be in original, saleable condition

• Proof of purchase (order confirmation or receipt) must be provided

For hygiene and safety reasons, we cannot accept returns on opened, used, or consumed products.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please contact us as soon as possible with your order number and clear photos of the issue.

Where the return is approved due to a fault or error on our part:

• We will cover return shipping costs

• A replacement or refund will be offered, in line with ACL

Refunds

We do not offer refunds for change of mind.

Refunds are only provided where the product:

• Is faulty

• Does not meet Australian Consumer Law requirements

Once your return is received and inspected, we will notify you of the outcome.
Approved refunds are processed to the original payment method within 10 business days. Please allow additional time for your bank or payment provider to finalise the transaction.

Exchanges

Exchanges are only available where a product is:

• Faulty

• Damaged

• Not as described

Where eligible, we will replace the item or offer an equivalent product of equal value.

Non-Returnable Items

We are unable to accept returns or issue refunds for:

• Products that have been opened or used

• Items that have been partially or fully consumed

• Sale or promotional items (unless faulty)

• Gift cards
  

How to Contact Us

To start a return request, email:
📧 hello@actualgummies.com

Please include:

• Your order number

• Reason for return

• Supporting photos (if applicable)