Refunds & Returns

THE SHORT VERSION

  • 14-day returns within Australia. Tell us within 14 days of delivery.
  • We email you a prepaid return label. We make every label, so your parcel always reaches us.
  • Not sure what applies? Email info@euphorium.au first. Change of mind, exchange, faulty or damaged, we'll sort it.
  • Change of mind: the return label is on us. The shipping you paid is not refunded.
  • Exchanges: you post the item back. We post the new one to you free.
  • Faulty, damaged or wrong item: we cover everything, wherever you are.
  • Orders shipped outside Australia: faulty or wrong items only.

CHANGE OF MIND (AUSTRALIA)

  • You have 14 days from delivery to ask for a return.
  • Full-price items only. Sale items are final sale unless faulty.
  • We email you a prepaid Australia Post return label. Drop the parcel at any post office within 7 days.
  • Once it arrives and passes the condition check, we refund the item price to your original payment method.
  • The shipping you paid is not refunded. We cover your return label.
  • Prefer store credit? Take your refund as store credit. It never expires and applies at checkout when you're signed in.

EXCHANGES (AUSTRALIA)

  • Same 14 days and condition rules as above.
  • Post the item back with tracking and keep the receipt. We email you the return address.
  • Return postage is on you.
  • When it arrives, we post the new size, colour or item to you free.
  • If what you want is out of stock, it becomes a change-of-mind return.
  • We email you a prepaid label.
  • You choose store credit or a refund of the item price. The shipping you paid is not refunded.

FAULTY, DAMAGED OR WRONG ITEM

  • Email info@euphorium.au with your order number and a photo or video as soon as you notice.
  • We'll send a replacement. Often the photo or video is all we need, so you won't have to send anything back.
  • If we need the item back, we send a prepaid label at no cost to you.
  • If we can't replace it, or you'd prefer a refund, tell us and we'll sort it.
  • A refund for a faulty item includes any shipping you paid.
  • A fault is when an item fails in normal use, or stops working sooner than you'd reasonably expect.
  • Damage from accidents, misuse or ordinary wear and tear is not a fault.
  • Our goods come with guarantees under the Australian Consumer Law that can't be excluded. Nothing in this policy limits those rights.
  • They aren't limited to 14 days, but they cover a reasonable time for the type of product.

ORDERS SHIPPED OUTSIDE AUSTRALIA

  • Change-of-mind returns and exchanges aren't available. Return postage usually costs more than the item.
  • Faulty, damaged or wrong items are always covered, wherever you are.
  • If something has gone wrong with an international order, email us and we'll talk it through.
  • International shipping, duties and taxes are not refundable.

CONDITION OF RETURNED ITEMS

  • Items must come back unworn, unwashed and undamaged.
  • Keep all tags attached and the original packaging.
  • Include every part, cable and battery that came in the box.
  • Glasses and goggles can be tried on.
  • For hygiene reasons, these cannot be returned once opened, unless faulty:
    • Earrings
    • Face and body gems and stickers
    • Pacifiers and whistles
    • Earplugs
    • Inhalers and roll-ons
    • Supplements
  • Items that arrive outside these conditions are not accepted.
  • We post them back to you at your cost.

HOW TO RETURN SOMETHING

  1. Within 14 days of delivery, open a return from the Orders section of your account, or email info@euphorium.au.
  2. Include your order number, the item, whether you want a refund, store credit or an exchange, and why. For a fault, add a photo or video.
  3. We check every request and reply within 2 business days.
  4. Change of mind and faulty items get a prepaid label. Exchanges get the return address.
  5. Drop the parcel at any Australia Post outlet within 7 days. Keep the lodgement receipt.
  6. We process refunds within 3 business days of your return arriving. Your bank can take up to 5 more business days to show it.

SMALL DIFFERENCES BETWEEN THE PHOTO AND THE PRODUCT

  • Packaging and small design details can change between production runs.
  • Product photos may not match your item exactly.
  • This is not a fault.
  • A return for this reason is treated as change of mind.