Sassy Organics Returns and Refunds Policy
Returns & refunds
Returns, explained clearly.
Start by telling us what happened. The next step depends on whether you changed your mind, received something faulty, damaged, incorrect or missing, or have another product concern.
Choose the right pathway
Not every return starts in the same place.
Tell us which situation applies and wait for our instructions before posting a product back.
Change of mind
You no longer want the item
Submit a return request within 30 calendar days after delivery. The item must meet every change-of-mind condition below.
Faulty or defective
Something is wrong with the product
Contact Sassy Organics promptly. We may request photographs or inspect the product, then arrange the remedy required under Australian Consumer Law.
Damaged, incorrect or missing
The order did not arrive as expected
Keep the parcel, products and packaging, take clear photographs where relevant and contact us with your order number before returning anything.
Product concern
A product caused a reaction or unexpected result
Tell us what happened. We may consult the brand or distributor while we investigate. If the product does not meet a consumer guarantee, your Australian Consumer Law rights apply.
Change-of-mind returns
Thirty days, with clear conditions.
Submit your request within 30 calendar days after tracking shows the order was delivered, then follow the return instructions we provide. An eligible item may be exchanged or refunded for its purchase price. Original delivery charges and return postage are not refunded.
The item must be
- Requested for return within 30 calendar days after delivery
- Unopened and unused
- Sealed and unmarked
- In its original box and retail packaging
- Undamaged and suitable for resale as brand new
Not eligible for change of mind
- Underwear and period underwear
- Menstrual-care products, including tampons, pads, liners, menstrual cups and reusable pads or liners
- Intimate-care washes and wipes
- Sexual-wellness products
- Razors and razor blades
- Cosmetic face, eye and lip masks, including cream, clay, powder and sheet formats
- Gift cards
When a return does not qualify
Please check the condition before sending it.
A change-of-mind product received opened, unsealed, used, partially used, blemished, damaged or without its original packaging does not qualify under our voluntary change-of-mind policy.
If a returned change-of-mind product does not qualify, we will contact you and hold it while you arrange and pay for redelivery. If it remains uncollected, we will handle it in accordance with applicable Victorian uncollected-goods laws, including any notice and waiting period required before further action.
These conditions apply to change-of-mind returns—not to your rights when a product is faulty.
Faulty or defective products
Faulty products follow a different pathway.
Contact Sassy Organics promptly with your order number and a clear description of the problem. We may ask for photographs or inspect the product so we can understand the issue and arrange the appropriate remedy. Please do not send it to the manufacturer or post it before receiving our instructions.
The voluntary 30-day change-of-mind window does not limit your rights under Australian Consumer Law. For a major problem, you may choose a refund or replacement, or keep the product and seek compensation for its reduced value. For a minor problem, we will fix the issue at no cost within a reasonable time; where repair is not practical, the remedy may be a replacement or refund. Further rights may apply if the problem is not resolved within that time.
If the product is confirmed to have a problem and needs to be returned, we will arrange the return at no cost to you or reimburse reasonable return-postage costs.
Understand your consumer rightsA faulty product is not a change-of-mind return—and it does not need to be unopened or in its original packaging.
Other order concerns
Tell us what went wrong.
Damaged in transit
Keep the parcel and take photographs
Email clear photographs of the parcel and products. We may ask you to take the parcel to Australia Post for inspection. If a return is needed, we will arrange it at no cost to you or reimburse reasonable costs.
Incorrect item
Keep the item and contact us
Send your order number and a photograph of what arrived. If it needs to be returned, we will arrange the return at no cost to you or reimburse reasonable costs.
Missing item
Tell us what was not included
Check the packing materials and order details, then tell us your order number and the missing product. We will check our packing records and arrange the missing item or a refund, as appropriate, at no cost to you.
Reaction or performance
Explain the concern in detail
We may work with the brand or distributor while we investigate. If the product does not meet a consumer guarantee, the remedies available under Australian Consumer Law apply.
How to start a return
Contact us before sending anything back.
The account-based Resolution Centre is the quickest place to start, or you can email info@sassyorganics.com.au.
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Tell us what happened
Include your order number or other reasonable proof of purchase, a clear description and photographs where relevant.
Open the Resolution Centre -
Wait for return instructions
We may ask for photographs, batch details or an inspection. We will explain whether the goods need to be returned and how any return cost will be handled. This step does not limit your rights under Australian Consumer Law.
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Package the return securely if requested
Clearly display your sender details and this return address: Sassy Organics, PO Box 2665, Dunearn VIC 3175.
Refunds, exchanges & postage
Know what happens next.
For an eligible change-of-mind return, you may choose an exchange or refund of the item purchase price. The original delivery charge and return-postage cost are not refunded.
For a confirmed faulty, damaged or incorrect item, we will arrange a return at no cost to you or reimburse reasonable return costs. The remedy will depend on the circumstances and your rights under Australian Consumer Law.
Where a refund is due, we issue it to the original payment method as soon as reasonably practicable, unless we agree another method with you. For a change-of-mind return, we first check the item against the conditions above. We email confirmation, and the time taken for funds to appear is then determined by your payment provider.
Do not send anything back until Sassy Organics confirms the next step.
Returns questions
Questions customers ask us most.
How long do I have to return an item?
Submit an eligible change-of-mind return request within 30 calendar days after tracking shows the order was delivered, then follow the return instructions we provide. Rights for faulty products are separate and are not limited to this voluntary 30-day window.
Can I return an item because I changed my mind?
Yes, if you submit the request within 30 calendar days after delivery and the item is eligible, unopened, unused, sealed, unmarked, in its original retail packaging and suitable for resale as brand new.
Which products are excluded from change-of-mind returns?
The exclusions are underwear and period underwear; menstrual-care products, including tampons, pads, liners, menstrual cups and reusable pads or liners; intimate-care washes and wipes; sexual-wellness products; razors and razor blades; cosmetic face, eye and lip masks, including cream, clay, powder and sheet formats; and gift cards.
What should I do if an item is faulty or defective?
Contact Sassy Organics promptly with your order number and details of the problem. We may ask for photographs or inspect the product. For a major problem, you may choose a refund or replacement; for a minor problem, we will fix the issue at no cost within a reasonable time, with a replacement or refund where repair is not practical.
What should I do if my parcel or product arrives damaged?
Keep the parcel and packaging, take clear photographs and contact us promptly. We may ask you to take the parcel to Australia Post for inspection. If anything needs to be returned, we will arrange it at no cost to you or reimburse reasonable costs.
What should I do if an item is wrong or missing?
For a wrong item, keep it and the packaging, then contact us with your order number and a photograph. For a missing item, check the packing materials and order details, then tell us which product was not included. We will check our packing records and explain the next step.
Who pays return postage and are delivery costs refunded?
For change of mind, the customer pays return postage and the original delivery charge is not refunded. Once a faulty, damaged or incorrect-item issue is confirmed, we will arrange return at no cost to you or reimburse reasonable return costs. Contact us before posting anything.
How do I start a return, and when will I receive my refund?
Use the Resolution Centre or email info@sassyorganics.com.au, then wait for return instructions. Where a refund is due, we issue it to the original payment method as soon as reasonably practicable, unless we agree another method with you. We email confirmation after processing; your payment provider controls how long the funds take to appear.
Ready when you are
Start with your order number.
Tell us what happened and wait for our instructions before returning anything. We will review the details and guide you through the next step without limiting any rights you have under Australian Consumer Law.
