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Returns & Refund Policy

Returns & Refund Policy

Last updated: 15 September 2026

At Sofia Solis Wellness, we take care in selecting, storing and supplying our products.

We want you to be happy with your purchase. This Returns & Refund Policy explains when products may be returned and how we handle refunds, replacements and damaged or faulty products.

Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law.

1. Change of Mind Returns

If you change your mind about a product purchased directly from Sofia Solis Wellness, you may request a return within 14 days of receiving your order, provided that the product:

  • has not been opened

  • has not been used

  • is in its original condition

  • is in its original packaging

  • has not been damaged after delivery, and

  • is suitable for resale.

Please contact us before returning any product.

Change-of-mind returns are subject to approval.

2. Oils, Sprays, Mists and Personal-Use Products

For hygiene, safety and product-integrity reasons, we cannot accept change-of-mind returns for:

  • opened essential or sacred oils

  • opened oil blends

  • opened sprays or mists

  • used products

  • products where seals have been broken

  • products that have been altered, contaminated or improperly stored.

This restriction applies only to change-of-mind returns.

It does not affect your rights where a product is faulty, damaged, unsafe, incorrectly described or otherwise does not meet the consumer guarantees under Australian Consumer Law.

3. Faulty, Damaged or Incorrect Products

Please contact us if your product:

  • arrives damaged

  • is leaking or broken

  • is faulty

  • is not the product you ordered

  • is materially different from its description, or

  • otherwise fails to meet the consumer guarantees under Australian Consumer Law.

Please provide your order details and, where reasonably possible, photographs showing the issue.

We may need to assess the product before determining the appropriate remedy.

Depending on the circumstances and your rights under Australian Consumer Law, the remedy may include:

  • replacement

  • refund

  • repair, where appropriate, or

  • another appropriate solution.

For a major failure, Australian Consumer Law may give you the right to choose between a replacement and a refund.

For a minor problem, we may first be entitled to provide an appropriate remedy within a reasonable time.

4. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If goods fail to meet the applicable consumer guarantees, you may be entitled to a repair, replacement, refund or compensation depending on the nature and seriousness of the problem.

The rights provided by Australian Consumer Law apply in addition to this Returns & Refund Policy.

5. Return Shipping

For an approved change-of-mind return, the customer is responsible for the cost of returning the product to Sofia Solis Wellness.

Original shipping charges are not refundable for change-of-mind returns.

If we confirm that a product is faulty or does not comply with applicable consumer guarantees, reasonable return postage costs will be reimbursed where required under Australian Consumer Law.

We recommend using a trackable delivery service when returning a product.

Sofia Solis Wellness cannot guarantee receipt of a return that cannot be tracked.

6. Refunds

Once an approved return has been received and inspected, we will advise you of the outcome.

If a refund is approved, it will normally be issued using the original payment method used for the purchase.

The time taken for a refund to appear in your account may depend on your bank, payment provider or card issuer.

7. Exchanges

Where appropriate and stock is available, we may offer a replacement or exchange instead of a refund.

Because many of our products are produced or stocked in limited quantities, we cannot guarantee that the same product will always be available as a replacement.

If a suitable replacement is unavailable and you are entitled to a remedy, we will provide an appropriate alternative remedy, which may include a refund.

8. Sale and Promotional Items

Sale or promotional items are generally not eligible for change-of-mind returns unless otherwise stated.

However, sale or promotional products remain covered by Australian Consumer Law where applicable.

9. Gift Cards

Gift cards are generally not refundable or redeemable for cash simply because you have changed your mind, except where required by law.

Any rights you have under applicable Australian law continue to apply.

10. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

If your order has not yet been dispatched, we will make reasonable efforts to cancel it and arrange a refund.

Once an order has been dispatched, it cannot normally be cancelled and the applicable return conditions in this policy will apply.

11. Products Purchased Through Third Parties

This Returns & Refund Policy applies only to products purchased directly from Sofia Solis Wellness.

If you follow a link from our website and purchase directly from another supplier, retailer or affiliate partner, the transaction is between you and that supplier and their return, refund and shipping policies will apply.

12. How to Request a Return

Before sending a product back to us, please contact Sofia Solis Wellness and provide:

  • your name

  • order number

  • product purchased

  • reason for the return, and

  • photographs where the product is damaged or faulty.

Please do not return products without first contacting us, as we need to provide the appropriate return instructions.

13. Contact Us

For returns, refunds or questions regarding a product purchased from us, please contact:

Sofia Solis Pty Ltd
Trading as Sofia Solis Wellness
Australia

Please contact us through the Contact page on the Sofia Solis Wellness website.

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