Refund policy

Returns & Refunds Policy

Change of mind
Our products are personal care items sealed to prevent contamination. For hygiene and safety reasons, we don’t offer refunds or exchanges for change of mind, including if you ordered the wrong product or no longer want it.

Damaged, faulty or incorrect items
If your order arrives damaged, is faulty, or isn’t what you ordered, you’re entitled to a remedy under the Australian Consumer Law. For a major problem, you can choose a replacement or a refund. For a minor problem, we’ll replace the item or refund you.

How to make a claim
Please check your order as soon as it arrives. Email us at hello@arloewellness.com.au, ideally within 48 hours of delivery, with:

• your order number
• a short description of the issue
• photos of the product, its protective seal, and the outer packaging

Please don’t send products back unless we ask you to. In most cases, photos are all we need. If we do need the item returned, we’ll cover the postage.

Heat sensitivity and storage
Our products are heat-sensitive. Please bring your delivery inside promptly and store it below [30°C], away from direct sunlight. We can’t accept claims for damage that happens after delivery, such as from leaving the parcel in the sun or a hot car, or from not following the storage and usage instructions.

Refunds
Approved refunds are made to your original payment method within 10 business days.