Shipping: $14.95 flat rate in AU. Free over $250 | $30 AUD flat rate to NZ

Refund policy

Delivery of Goods

Physical goods may be delivered by Australia Post, Sendle, FedEx and/or other reputable courier companies (choice is at our discretion).

Deliveries are processed promptly (usually within 24 – 72 hours) upon receipt of full payment unless we advise of a delay in processing orders or a pause on delivery due to a holiday period.

Delivery may take between 2 and 21 days, depending on the delivery option and the delivery address. Rural and international deliveries can take longer.

Digital goods are delivered immediately. Please be aware there are inherent risks associated with downloading any software and digital goods. Should you have any technical problems downloading any of our goods, please contact us so we may try to assist you.

Digital products are generally non-refundable unless required by Australian Consumer Law. If you experience technical issues accessing your purchase, please contact us so we can help.

 

Returns, Exchanges and Refunds

Australian and New Zealand Orders

For Australian orders, The Low Tox Project handles returns and processes refunds in accordance with the Australian Consumer Protection legislation.

For change-of-mind returns on physical products delivered within Australia and New Zealand, you may request a return within 30 days of delivery (exclusions apply).

Should you wish to return your order, please send an email to info@thelowtoxproject.com.au within 14 days of purchase advising of your reason for return. 

You will be responsible for paying for your own shipping costs for returning your product. Shipping costs are non-refundable.

We do not charge a restocking fee. Return shipping costs are the responsibility of the customer for change-of-mind returns.

If you are returning more expensive items, you may wish to consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned product, and your refund will only be processed once we have confirmed receipt and the condition of your product.

Please note that the following items cannot be returned for change of mind:

  • Used items
  • Personal or beauty products
  • Digital products
  • Gift cards
  • Clearance items (where applicable)

All refunds are made at the discretion of The Low Tox Project.  

This policy does not limit your rights under the Australian Consumer Law. If a product is faulty, unsafe or not as described, you may be entitled to a repair, replacement or refund.

International Orders

Due to the high cost of international freight and complexities of taxes, we are unable to accept returns for orders delivered outside Australia and New Zealand. 

Product Return Process

After advising of your wish to return and the reason for the return request:

  • mail your product to The Low Tox Project, Unit 1, 61-71 Rookwood Rd, Yagoona NSW 2199.
  • Please include your name and order number. You are welcome to print out your order confirmation to include as it covers these details. Please note the reason for the return.
  • Your item must be unused, in the original packaging and in the same condition that you received it.
  • Refunds will be processed promptly and payment made by the same method that you made payment.

Exchange Process

We do not offer an exchange process - rather a return and reorder process.

Please follow the Product Return Process. We will then ask you to place a new order for the product that you require. The cost of return shipping to you will be added to your new order. We may offer free shipping for the new order (at our discretion).

 

Missing or Incorrect Goods

If you believe an item is missing from you order or incorrect goods have been supplied, please send an email to info@thelowtoxproject.com.au as soon as possible, advising of the missing or incorrectly supplied item. We may ask you to supply a photo to confirm these details. We will respond to you after reviewing your message to resolve.

 

Damaged Goods or Undelivered Packages

Damaged or lost orders should be reported to us as soon as possible for investigation by sending an email to info@thelowtoxproject.com.au. We are not responsible for goods that are damaged in transit or not received, however will endeavour to assist with a resolution to both the satisfaction of the customer and The Low Tox Project. Replacement of or refund of damaged or lost items is made at the discretion of The Low Tox Project following the completion of an investigation into the delivery.

 

Faulty Goods and Warranty Claims

If your product arrives faulty, please send an email to info@thelowtoxproject.com.au within 14 days of delivery with photos showing the fault and your order number.

If your product requires an assessment under warranty, please send an email to info@thelowtoxproject.com.au as soon as practical with photos showing the issue and your order number.

We may ask you to return the product for further investigation.  If returning the item is required, we’ll provide instructions on how to return it.

Our team will assess your claim and, where appropriate, offer a refund, repair, or replacement.

Faulty goods are handled in line with your rights under the Australian Consumer Law.

 

Need help?

Contact us at info@thelowtoxproject.com.au for questions related to refunds and returns.