Refund policy

Return Policy for 2A Essence

Australian Consumer Law Guarantees

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Change of Mind Returns

We understand that sometimes a product may not meet your expectations. For change of mind returns, the following conditions apply:

  • Returns must be initiated within 14 days of receiving your order
  • Products must be in original, unused condition with all packaging intact
  • Customer is responsible for return shipping costs for change of mind returns
  • A receipt or proof of purchase is required

Faulty or Damaged Products

If you receive a product that is faulty, damaged, or doesn't match the description:

  • Please contact us within 7 days of receiving your order
  • Provide photos of the damaged/faulty product
  • We will cover the cost of return shipping for faulty items
  • Depending on the nature of the issue, we will offer a repair, replacement, or full refund

Eco-Friendly Products Specific Policy

For our compostable and biodegradable products:

  • Due to the nature of our eco-friendly products, we cannot accept returns after the product packaging has been opened
  • All claims regarding product quality must be made within 7 days of receipt
  • For our disposable plates and cutlery packs, we guarantee they will be suitable for their intended use

HYGIENE POLICY FOR CLEANING PRODUCTS

For health and safety reasons, the following special conditions apply to cleaning products and hygiene-related items:

  • Personal hygiene products (such as soaps, lotions, and personal care items) cannot be returned once opened or if the seal is broken.
  • Cleaning products can only be returned if they are unopened, with original seals intact.
  • If a cleaning product or hygiene item is defective or damaged upon receipt, please contact us within 48 hours with photos of the damaged item for a replacement or refund.
  • All returned cleaning products must comply with safety regulations for shipping hazardous materials if applicable.

This hygiene policy is in place to ensure the safety and well-being of all our customers. We appreciate your understanding.

How to Return

To initiate a return:

  1. Contact us at hello@2aessence.com.au with your order number and reason for return
  2. We will provide you with return instructions and address
  3. Pack the items securely in their original packaging if possible
  4. Ship the items to the provided address with tracking

Refund Processing

  • Refunds will be processed within 5-7 business days after we receive and inspect the returned items
  • Refunds will be issued to the original payment method
  • Shipping costs are non-refundable except for faulty items

Contact Us

If you have any questions about our return policy, please contact us at:

  • Email: hello@2aessence.com.au
  • Phone: 0492975100