Refund Policy

At Carelyq, we want you to shop with confidence and are committed to providing quality products and excellent customer service. If you experience an issue with your order, we encourage you to contact us so we can work with you to find a fair and timely resolution.
 

As many of our products are supplied through carefully selected third-party fulfilment partners using a dropshipping model, refund and return requests are assessed on a case-by-case basis. Carelyq acts as the retailer of the products we sell but is not the manufacturer.
 

If your order arrives damaged, defective, incorrect or substantially different from what was ordered, please contact us within 14 days of receiving your order. To help us assess your request, we may ask you to provide your order number, photographs of the product and packaging, and a description of the issue. Once reviewed, we will determine whether a replacement, repair or refund is appropriate.
 

For hygiene and safety reasons, we are generally unable to accept returns or offer refunds for skincare, cosmetics, personal care, wellness or beauty products that have been opened, used or tampered with, unless the product is faulty or does not meet the consumer guarantees under Australian Consumer Law.
 

If you change your mind about a purchase, we may not be able to offer a refund once your order has been processed or dispatched. If a change of mind return is accepted, the product must be unused, unopened, in its original packaging and in a condition suitable for resale. Return shipping costs for change of mind purchases are the responsibility of the customer unless otherwise required by law.
 

If your parcel is lost in transit, we will work with the shipping carrier and our fulfilment partner to investigate the matter. Where a parcel is confirmed as lost, we will arrange a replacement or refund where appropriate.
 

Refunds will only be issued to the original payment method used for the purchase. Once approved, refunds are generally processed within 5 to 10 business days, although the time taken for the funds to appear in your account may vary depending on your financial institution or payment provider.
 

Shipping charges are generally non-refundable unless the refund relates to a product that is faulty, damaged, incorrectly supplied or where otherwise required under Australian Consumer Law.
 

Nothing in this Refund Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law. If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement or refund depending on the nature of the problem.
 

If you have any questions about this Refund Policy or would like to request a return or refund, please contact our customer support team using the contact details provided on our website. We are committed to handling all enquiries fairly, promptly and in accordance with Australian consumer protection laws.