Refund policy

Returns & Refunds Policy

Hemel Bioproduct takes great care in the quality of its products and the experience of its customers. Please read the following policy carefully to understand how returns, exchanges, and refunds are handled.

Change of Mind

Due to the nature of skincare products, refunds or exchanges are not offered for change-of-mind purchases.

Customers are encouraged to review product descriptions carefully and contact us prior to placing an order if further guidance is required.

Incorrect, Faulty, or Damaged Items

If an order arrives incorrect, damaged, or with a manufacturing fault, please contact us within 7 days of delivery so the issue can be assessed.

Returned items must be unused, unopened, and in their original condition and packaging, unless the product is faulty or unsafe.

Where a return is accepted, a refund, replacement, or store credit will be offered in accordance with Australian Consumer Law.

Return shipping costs are the responsibility of the customer unless the return is due to a fault, error, or is otherwise required under Australian Consumer Law.

How to Request a Return

To request a return, please email care@hemelbioproduct.com.au with your order number and a description of the issue. Return instructions and the return address will be provided once the request has been reviewed.

Items returned without prior approval will not be accepted.

Returned items must be securely packaged and sent using a tracked shipping service.

Refunds

Once a return is received and inspected, customers will be notified of the outcome. Approved refunds will be issued to the original payment method within 10 business days.

Please allow additional time for banks or card providers to process the refund. Shipping fees are non-refundable unless required under Australian Consumer Law.

Policy Updates

This policy may be updated from time to time. Any changes will take effect immediately upon publication on this website.

Need Help?

If you have any questions about this policy or need assistance with an order, please contact Hemel BioProduct at care@hemelbioproduct.com.au we’re always happy to help.