Returns & Refunds Policy
A clear guide to return requests, refunds, damaged or incorrect items, change-of-mind requests, custom orders and commercial orders.
How return requests work
Contact Brinelume
Send your order number, delivery date, affected quantity and photos or videos. Please do not send products back yet.
Keep the evidence
Keep the product, packaging, carton, labels and shipping materials until we have reviewed the request.
Receive the outcome
We confirm the next step in writing, such as return instructions, replacement, refund, Store Credit, or no return required.
Returns summary
| Request type | What to do | Return or refund outcome |
|---|---|---|
| Faulty, damaged, incorrect or missing item | Contact us as soon as possible with order details, photos or videos, and the affected quantity. | We assess the affected item and provide the remedy required by Australian Consumer Law or confirmed in writing. |
| Change of mind — unopened standard-stock item | Request written approval before returning the item. | Exchange or Store Credit may be offered as a goodwill option. Return freight and third-party costs are customer-paid unless we agree otherwise or the law requires otherwise. |
| Opened, used or unsaleable personal-care product | Do not return the product for a change-of-mind request. | Not accepted for change-of-mind returns for hygiene and product safety reasons. Legal rights for faulty products still apply. |
| Custom, private label, wholesale or made-to-order item | Contact us if the item is faulty, incorrect or does not match the approved written specification. | No change-of-mind return after approval or work has started. Brinelume errors and legal remedies are still assessed. |
| Cancellation before dispatch | Contact us immediately. | Standard ready-to-ship orders can be cancelled before preparation or dispatch. Special-preparation orders may incur costs once work has started. |
| Shipping or delivery issue | Contact us with tracking, delivery photos, carrier notes or receiving records. | Brinelume-arranged shipping is reviewed with the carrier. Customer-nominated freight is handled with your nominated provider after handover, while product faults remain reviewable. |
Written return approval means approval for assessment unless we confirm a remedy in writing. Nothing in this policy limits rights, guarantees or remedies that cannot be excluded under Australian Consumer Law.
Your legal rights
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods.
If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the service contract and obtain a refund of any unused portion.
You are also entitled to compensation for any other reasonably foreseeable loss or damage from a failure in the goods or service.
This policy explains Brinelume’s return process. It does not exclude, restrict or modify any right, guarantee, remedy or protection that cannot lawfully be excluded, restricted or modified.
Change of mind, hygiene & natural variation
Brinelume does not generally accept returns, exchanges or refunds because you changed your mind, chose the wrong product, no longer need the order, found a cheaper option, changed an event plan, or ordered for resale and did not sell through stock.
For unopened standard-stock items in original saleable condition, we may consider an exchange or Store Credit after written approval. This goodwill option does not apply to custom, private label, wholesale, made-to-order, special-preparation or internationally returned items unless we agree in writing.
Opened, used, unsealed, tested, contaminated, moisture-exposed, repacked, relabelled, damaged or unsaleable personal-care products are not accepted for change-of-mind returns.
Natural variation in salt crystals, botanicals, essential oil scent, colour, texture, settling, handmade presentation or packaging appearance is normal and is not a fault by itself. If an item is materially different from the product description or approved written specification, contact us for review.
Faulty, damaged, incorrect or missing items
Contact us as soon as possible if your order arrives faulty, damaged, incorrect or incomplete. Include:
- your order number, invoice number or proof of purchase;
- a clear description of the issue and the affected quantity;
- photos or videos of the product, inner packaging, outer carton, shipping label and visible damage; and
- delivery date, batch, label, SKU, carton, pallet, seal, barcode or receiving records where relevant.
Keep the product, packaging and shipping materials until the issue is reviewed. We may ask for further photos, return of the affected item, carrier evidence or other information needed to assess the claim.
Returns, assessment & refund method
Please do not send products back without written return instructions from Brinelume. The return address will be provided with the return approval or written return instructions. Our public business address is not a general returns address.
Return approval is approval for assessment unless we confirm that a refund, replacement, exchange, Store Credit or other remedy has already been approved.
For approved legal remedies, return or collection costs are handled as required by Australian Consumer Law. For discretionary change-of-mind returns, customer-caused issues, incorrect delivery details, refused delivery, non-collection, customs failure or customer-nominated freight issues, you are responsible for return freight, redelivery and third-party charges unless we agree otherwise or the law requires otherwise.
Approved refunds are usually issued to the original payment method. If the order was paid using Store Credit, Project Voucher, loyalty credit, promotional credit or another non-cash benefit, the relevant amount may be returned in the same form unless the law requires otherwise. Related rewards or membership records may be adjusted after a refund, cancellation or return.
Order changes or cancellations before dispatch
Contact us immediately if you need to change or cancel an order.
Standard ready-to-ship items can be cancelled before they are prepared, packed, allocated, labelled, booked with a carrier or dispatched. If cancellation is approved, we refund the recoverable product amount paid.
Made-to-order, private label, wholesale, sample, design, quote-based and special-preparation orders start after the written order details, delivery arrangement and required payments are confirmed. Once work has started, cancellation may not be available, or reasonable non-recoverable costs may be deducted where permitted by law.
Custom, wholesale & commercial orders
Custom, private label, wholesale, event, OEM/ODM, sample, design and special-preparation orders are prepared for a specific customer, quantity, artwork, label, packaging, scent direction, project purpose, receiving address or freight arrangement.
These orders are not eligible for change-of-mind returns once approved, confirmed, prepared, produced, customised, packed, labelled, sampled, booked for freight or otherwise started. If the issue comes from a Brinelume error or a non-excludable legal guarantee, we will review the affected item or affected quantity.
You are responsible for checking artwork, spelling, logo files, label copy, barcode details, language, colour direction, scent, quantity, packaging, delivery details and customer-supplied materials before approval. Later changes may require new work, new materials, extra time and additional charges.
Business, wholesale and resale customers should inspect goods promptly after delivery or collection. Visible shortages, damage, incorrect items, carton issues or labelling issues should be reported within 7 business days unless a longer period is required by law or agreed in writing. This does not limit any non-excludable rights, but delayed notice may make assessment harder.
Unless we agree in writing, Brinelume does not guarantee resale performance, event sales, marketplace approval, destination-market compliance, retail margins, sell-through rate or outcomes based on your own advertising, labels, claims, storage, display or resale policies.
Shipping, freight & international orders
If a Brinelume-arranged shipment is delayed, lost, damaged before delivery or returned to sender, contact us so we can review the tracking records and carrier information.
If you use your own freight forwarder, shipping agent, warehouse, consolidator or nominated receiving address, onward freight, customs clearance, import charges, storage, delay, loss, damage and final delivery are handled with your nominated provider after handover or delivery to the nominated receiving point. Product faults or Brinelume errors are still reviewed under this policy.
For international orders, customs duties, GST, VAT, import taxes, inspection fees, quarantine fees, port charges, storage fees, redelivery fees, insurance, broker fees and local destination charges are not refundable unless included in a written quote, agreed in writing or required by law.
Product safety, records & final terms
Follow all product care and safety instructions. Unless stated otherwise, Brinelume products are for external use only. Avoid contact with eyes, keep away from children and pets, do not ingest, store in a cool dry place, and discontinue use if irritation occurs.
We may keep records of orders, claims, photos, correspondence, approvals, freight details, batches, invoices and refund requests for business, quality, legal, compliance, product safety and fraud-prevention purposes. Personal information is handled in accordance with our Privacy Policy.
If you have a concern, contact us first so we can review it. If a chargeback, payment dispute or payment reversal is started, we may provide relevant order records, delivery records, correspondence, product evidence and policy terms to the payment provider, and may pause duplicate refund processing while the dispute is reviewed.
A specific written quote, invoice, project confirmation, private label agreement, wholesale agreement, artwork approval, written specification or freight agreement applies to the extent it is more specific than this policy. Nothing in any document limits rights that cannot lawfully be excluded.
This policy is governed by the laws of South Australia, Australia, to the maximum extent permitted by law.
How to contact us
Email: brinelume@brinelume.com
Phone: +61 449 599 415
Website: brinelume.com/contact
Return address: provided with written return instructions when a return is approved for assessment.