Returns and Warranty Information

Returns Information

Please note to protect our staff from COVID-19, returns and exchanges won't be processed until two weeks after they have been received. Thank you for your patience and understadning during this time.

Change of Mind

We accept returns on our products* provided they are returned in the same condition as they were bought and have not been used, opened or the seal broken. If you change your mind you can return the product to the address below, please include a copy of your order confirmation, or a handwritten note with your order number. We do not refund the delivery costs.

Change of mind returns are not available for razors, blades, facemasks, underwear, period underwear, menstrual cups, chocolate, reusable sanitary pads, feminine hygiene products or gift cards.

All returns must be received within 28 days.
All items must be unused, with seals in tact and tags attached where applicable. Products' packaging must also be received in tact with no tears or blemishes.
We strongly advise returning your order with tracking as we can't be responsible for items that go missing before they reach us.
We will process all returns within 7 days of receiving them.
Please note we don't refund delivery costs.
Exchanges are possible. We will cover the shipping costs for your replacements.

Damaged or Incorrect Items

If your item is damaged/faulty or you believe the product is incorrect somehow please contact us asap. We do not refund for natural wear and tear or for damage caused post receipt.

Please note warranties on Urban Originals bags and bottles is three months. Matt & Nat bags have a warranty of 1 year.

Sensitivities - We cannot accept returns or process a refund for a product you use that you have sensitivities to, or are allergic to. We put the full list of ingredients on the website so please look at these carefully. We are very happy to answer any questions about our products if you need advice so please email, call us or talk to us via Live Chat.

Chocolate - We do not ship chocolate in cold packaging. Please be mindful when you order; if the weather is hot it can damage the chocolate so we do not advise to purchase in hot weather. We do our best to hold on shipping chocolate until the weather is cooler in our area but that does not mean it is cooler on the whole journey. Selecting express shipping can help plus we also offer Click & Collect from our warehouse in North Rocks, Sydney. We put this note on our product pages and cannot offer refunds, replacements or credits for melted chocolate.