Refund & Returns Policy
Refund & Returns Policy
This Refund & Returns Policy is provided by JELOJ PTY LTD T/A Purewellness (“Purewellness”, “we”, “us” or “our”).
At Purewellness, we aim to provide high-quality products and fair solutions when something goes wrong. Please read this policy before requesting a return, refund or replacement.
Nothing in this policy limits your rights under the Australian Consumer Law.
Damaged, Incorrect or Faulty Products
We accept returns where:
The product was damaged during delivery.
You received an incorrect product.
The product is materially different from its description.
The product has a confirmed fault or quality problem.
Please email support@purewellness.com.au as soon as possible after discovering the issue.
For products damaged during delivery or supplied incorrectly, please notify us within 24 hours of delivery where reasonably possible. This helps us investigate the matter with our warehouse and delivery provider.
Product-Quality Complaints
When submitting a product-quality complaint, please provide:
Your name and order number.
A description of the problem and when it was noticed.
Photographs of the product and packaging.
The batch number and best-before date.
The date the product was opened.
Details of how the product was stored.
The approximate quantity used and remaining.
Please retain the product, packaging and remaining contents. Do not dispose of or return the product until instructed by Purewellness.
Submitting a complaint does not automatically entitle you to a refund, replacement or free return shipping. Purewellness may require the product to be returned and assessed before providing a remedy.
Complaints Within 14 Days of Delivery
If your quality complaint is submitted within 14 days after delivery:
Contact us with the required information.
If the product needs to be returned, Purewellness will generally provide a prepaid return shipping label.
Securely return the product, packaging and remaining contents.
Once received and assessed, we will advise you of the outcome.
If the complaint is accepted, we will provide an appropriate refund, replacement or other remedy.
Complaints Between 15 and 90 Days After Delivery
If your quality complaint is submitted between 15 and 90 days after delivery:
Contact us with the required information.
If the product needs to be returned, you must arrange and initially pay for trackable return shipping.
Purewellness will not provide a prepaid return shipping label.
Once received and assessed, we will advise you of the outcome.
If a product fault is confirmed, we will provide the applicable remedy and reimburse reasonable return shipping costs where required under the Australian Consumer Law.
If no fault is identified, return shipping costs will not be reimbursed.
Maximum 90-Day Return Period
Purewellness does not accept returns or product-quality complaints submitted more than 90 days after delivery under our Refund & Returns Policy..
Natural Product Variations
Products containing natural ingredients may reasonably vary between batches in colour, flavour, aroma, texture, density, particle size, solubility or appearance.
A reasonable natural variation or personal taste preference does not mean that the product is faulty.
Refunds and Replacements
Purewellness has the right to assess a product before providing a remedy.
A full refund is not automatic. The available remedy depends on the nature of the confirmed problem and the requirements of the Australian Consumer Law.
For a major problem, you may be entitled to choose between a refund and replacement. For a minor problem, Purewellness may provide an appropriate remedy in accordance with the Australian Consumer Law.
Any approved remedy will ordinarily apply only to the affected product or quantity, not to unaffected products in the same order.
To the extent permitted by law, a refund or replacement will not be provided where:
No product fault is identified.
The complaint is based on change of mind or personal taste.
The concern is a reasonable natural variation.
The product was incorrectly stored, handled or used.
The product was exposed to heat, moisture or contamination after delivery.
The product was altered, transferred, repackaged or mixed with another product.
The product has passed its best-before or expiry date.
There is insufficient evidence or remaining product to verify the complaint.
These conditions do not exclude any remedy required under the Australian Consumer Law.
Change-of-Mind Returns
Change-of-mind returns may be accepted where:
The request is made within seven days after delivery.
The product is unused and unopened.
All seals remain intact.
The product and packaging are undamaged and in perfect resalable condition.
Proof of purchase is provided.
Purewellness approves the return before it is sent.
Customers are responsible for all costs associated with change-of-mind returns. Original delivery charges and return shipping costs are not refundable.
Opened food products, supplements and other consumable products cannot be returned for change of mind, personal taste preference or ordering the incorrect product.
Sale and clearance products are not eligible for change-of-mind returns. However, they may still qualify for a remedy if they fail to meet a consumer guarantee.
How to Return a Product
Before returning anything:
Email support@purewellness.com.au with your order details and reason for return.
Wait for approval and return instructions.
Package the product securely, including its packaging and remaining contents.
Use a trackable shipping service and retain proof of postage.
Approved returns should be sent to:
Purewellness Returns Department
1/16 Bailey Crescent
Southport QLD 4215
Australia
Purewellness is not responsible for products lost or damaged during return delivery where the customer arranged the shipping.
Refund Processing
Approved refunds will generally be processed within three to five business days after the returned product has been received, assessed and approved.
Refunds will be issued to the original payment method unless otherwise agreed. Bank and payment-provider processing times may affect when the funds appear in your account.
Original delivery and return shipping costs are not refunded for change-of-mind returns. Reasonable shipping costs will be reimbursed where required under the Australian Consumer Law.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a replacement or refund for a major failure and an appropriate remedy where a product fails to be of acceptable quality.
Each claim will be assessed according to its individual circumstances and the applicable law.
Contact Us
For returns, refunds or product-quality complaints, please contact:
Email: support@purewellness.com.au