Returns & Exchanges Policy

Last updated: 18.12.2026

Oohganic Beauty wants your clean‑beauty ritual to feel effortless from checkout to unboxing. If something isn’t quite right, this policy explains how returns, exchanges and refunds work, in line with the Australian Consumer Law.

This policy applies to purchases made directly from www.oohganics.com.au.

1. Your rights under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to:

A replacement or refund for a major failure, and
Compensation for any other reasonably foreseeable loss or damage, and
Repair or replacement if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your rights under the ACL.

2. Change‑of‑mind returns

Because most of our edit is beauty and personal‑care, we need to protect product hygiene as well as your rights.

Unopened, unused items
- You may request a change‑of‑mind return on eligible items within 14 days of delivery.
- Products must be:
  - Unopened and in original, undamaged packaging.
  - Unused, with all seals, stickers and accessories intact.
  - Accompanied by proof of purchase (order number, receipt or confirmation email).
- If approved, we will refund the product price to your original payment method once your return is received and checked.
Opened beauty products
- For hygiene and safety reasons, opened or used beauty products cannot be returned for change of mind.
- This does not affect your rights where a product is faulty, unsafe or not as described under the ACL.
Return shipping for change of mind
- You are responsible for the cost of returning change‑of‑mind items to us, including packaging and postage.
- We recommend a tracked service, as items remain your responsibility until they reach us.

3. Faulty, damaged or incorrect items

If there’s an issue with your order, Oohganic will sort it out as quickly as possible.

Your name and order number.
A description of the issue.
Clear photos of the product, packaging and any damage, if applicable.

We consider an item faulty or not acceptable if, for example:

It arrives damaged or leaking.
It is significantly different from the description or images on our Website.
It has a major manufacturing defect.

Where the ACL applies, you may be entitled to a replacement or refund, depending on the nature of the problem. We will discuss options with you and confirm the remedy.

Return shipping for faulty or incorrect items
- When a return is required for assessment or remedy under the ACL, Oohganic Beauty will cover reasonable return shipping costs or provide a prepaid label, as required by law.
- If the product is assessed as not faulty and in line with its description, change‑of‑mind rules may apply.

4. Allergic reactions and sensitivities

Skin is personal and reactions can happen, even with clean, carefully‑curated formulas.

Before using any new product, we strongly recommend:

Checking the full ingredient list for potential allergens.
Performing a patch test on a small area at least 24 hours before full use.

If you experience an adverse reaction:

Stop using the product immediately.
Seek medical advice if needed.
Contact us with your order details, photos and a description of the reaction.

We review these situations case by case. Your rights under the ACL will apply where a product is not of acceptable quality (for example, if ingredients or warnings are incorrect or incomplete).

5. How to lodge a return request

To start a return or exchange request:

Email hello@oohganics.com.au with:
- Your full name and order number.
- The product(s) you’d like to return.
- Whether it is change of mind, faulty/damaged, incorrect item, or reaction.
- Clear photos where helpful.
Our team will respond with:
- Any further information needed.
- Confirmation of eligibility under this policy and/or the ACL.
- Instructions for returning the item, including a return address and whether a prepaid label will be provided.
Once your return is received and inspected, we will email you to confirm the outcome and any approved refund, replacement or store credit.

6. Refund method and timing

Approved refunds will usually be processed back to your original payment method.
Processing times may vary depending on your bank or payment provider, but typically take 3–10 business days from our approval.
If a refund cannot be processed to the original method (for example, an expired card), we will work with you on an alternative solution.

Shipping fees paid on your original order are generally non‑refundable, except where required under the ACL (for example, where there is a major failure).

7. Items not eligible for return

Subject to your rights under the ACL, the following are generally not eligible for return or exchange for change of mind:

Opened or used beauty and personal‑care products.
Products not purchased directly from www.oohganics.com.au.
Items returned more than 14 days after delivery for change‑of‑mind reasons.
Gift cards or promotional vouchers.

If you’re unsure whether your item is eligible, reach out before sending it back.

8. Delivery issues and lost parcels

We partner with third‑party delivery providers to get your order to you safely.

If your order is delayed, appears lost, or arrives with visible damage to the outer parcel:

Let the delivery provider know where appropriate (for example, by lodging a delivery enquiry), and
Contact us at hello@oohganics.com.au with your order number and any tracking details.

We will assist you in investigating delivery issues and, where appropriate and in line with the ACL, organise a replacement, refund or other solution.

9. Policy updates

We may update this Returns & Exchanges Policy from time to time to reflect changes in our processes, products or legal requirements. The updated version will be posted on our Website with a new “Last updated” date.

Your statutory rights under the Australian Consumer Law remain unchanged, even if this policy changes.