Refund policy
Effective: June 2026
At Ausmosis, we aim to provide a clear, fair and professional experience for customers purchasing Australian made and Australian owned products through our website.
Because products on Ausmosis are supplied by approved Australian businesses, return and exchange requirements may vary depending on the product type, vendor, hygiene requirements, customisation, freight and Australian Consumer Law obligations.
Returns and Exchanges Overview
- Products on Ausmosis are supplied by approved Australian businesses
- Return eligibility may vary depending on the product, vendor and reason for return
- Customers should contact Ausmosis as soon as possible if there is an issue with an order
- Returned items must usually be unused, in original packaging and in saleable condition unless the item is faulty, damaged or not as described
- Nothing in this policy limits your rights under Australian Consumer Law
How to Request a Return
To request a return, exchange or refund review, please contact Ausmosis at hello@ausmosis.shop and include:
- Your order number
- Your full name and contact details
- The item or items you are asking about
- The reason for your request
- Photos if the product arrived damaged, faulty, incorrect or not as described
Ausmosis will review the request and, where required, liaise with the relevant vendor to confirm the next steps.
Change of Mind Returns
Change of mind returns may be accepted in some cases, depending on the product, vendor and condition of the item.
If a change of mind return is approved, the item must usually be unused, unopened where applicable, in original packaging and in saleable condition. Return shipping costs are generally the customer’s responsibility unless otherwise agreed in writing.
Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty, incorrect or not as described, please contact Ausmosis as soon as possible at hello@ausmosis.shop.
Please include clear photos and your order details so the issue can be reviewed quickly. Ausmosis will work with the relevant vendor to help resolve the matter in line with Australian Consumer Law.
Non Returnable Items
Some items may not be eligible for return unless required by Australian Consumer Law. These may include:
- Perishable goods, including food and drinks
- Personal care, skincare, beauty or hygiene products where opened or used
- Custom made, personalised or made to order products
- Gift cards
- Digital products or downloads
- Clearance or final sale items where clearly stated, unless faulty or not as described
Custom Made and Quote Based Products
Some products on Ausmosis are custom made, made to order or quote based. These products may not be eligible for change of mind returns once the customer has approved the quote, specifications, size, colour, stain, material, quantity, delivery details or custom requirements.
If a custom, made to order or quote based product is faulty, damaged, incorrect or not supplied as agreed, Ausmosis will review the issue with the relevant vendor in line with Australian Consumer Law.
Refunds and Store Credit
- Approved refunds will usually be issued to the original payment method
- Store credit may be offered as an alternative where suitable
- Shipping fees are generally non refundable unless the return is due to an error, fault, damage or issue covered by Australian Consumer Law
- Refund timing may depend on the payment provider, order status, vendor review and return process
Vendor Responsibility
Vendors listed on Ausmosis are responsible for supplying products as described and meeting their obligations under Australian Consumer Law.
Vendors must provide accurate product details, shipping information, warranty information and return requirements to Ausmosis, and must notify Ausmosis of any product or policy changes that may affect customers.
Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law.
Customers may be entitled to a repair, replacement, refund or other remedy if a product is faulty, unsafe, not as described, not fit for purpose or does not meet applicable consumer guarantees.
Still need help? Contact Ausmosis at hello@ausmosis.shop.