Returns Policy

We take great pride in the quality and care that goes into every product we make. This policy explains your options for returns and refunds and how to reach us if something isn't right. It applies in addition to, and does not limit, your rights under the Australian Consumer Law.

 

Change of Mind

 

 

39 Degrees does not offer returns or refunds for change of mind. We encourage you to choose your products carefully and to contact us at team@39degrees.com.au with any questions before completing your purchase.

For health and hygiene reasons, we are unable to accept change-of-mind returns of opened or used products, including Bath Tonics, face and body products, and worn accessories. Sale and clearance items, and free or gift-with-purchase items, are also not eligible for change-of-mind returns. Personal preference, such as a scent not being to your taste, or the natural variation found in a natural product, is considered a change of mind rather than a fault. These exclusions do not affect your rights under the Australian Consumer Law if an item is faulty or otherwise fails a consumer guarantee.

 

Your Rights Under the Australian Consumer Law

 

 

Nothing in this policy excludes, restricts or modifies any right or remedy you may have under the Australian Consumer Law. Our products come with guarantees that cannot be excluded. If a product is faulty, not of acceptable quality, differs from its description, or is not fit for its intended purpose, you are entitled to a remedy:

• For a major failure, you may choose a refund or a replacement.
• For a minor failure that can be put right, we will repair or replace the item, or provide a refund, within a reasonable time.

No processing or handling fee is deducted from any refund provided under the Australian Consumer Law.

 

Damaged or Incorrect Items

 

 

While every order is packed with care, items may occasionally be damaged in transit or dispatched in error. If this happens, please contact us at team@39degrees.com.au as soon as possible, and ideally within 48 hours of delivery, quoting your order number and including clear photographs of the item, the damage, the product label, and the outer packaging showing the shipping label. The 48-hour window helps us investigate transit issues quickly with our courier; it does not limit any rights you have under the Australian Consumer Law.

We may ask you to return the item before a remedy is provided, and an incorrectly sent item must be returned to us. Once we have verified the issue, we will provide a remedy: where the problem is minor, we will usually send a replacement or resend the correct item; where there is a major failure, you may choose between a replacement and a refund. Your consumer guarantees apply whether or not shipping protection was purchased; shipping protection serves only to expedite and prioritise the handling of your replacement.

 

Faulty Products

 

 

If a product develops a fault that becomes apparent after delivery, please contact us at team@39degrees.com.au as soon as you notice the issue and while the product is still in your possession, quoting your order number and including details of the fault and, where possible, photographs showing the fault and the product label. In most cases we will ask you to return the item so we can assess the fault. Once we have received and assessed the item, we will provide a replacement or a refund in accordance with your rights under the Australian Consumer Law. No fee is applied to refunds for faulty items.

 

How We Assess Claims

 

 

All return and refund requests are assessed on a case-by-case basis. We may ask you to provide proof of purchase, photographs, or the item itself so we can verify the issue before a remedy is provided, and we aim to complete this assessment within a reasonable time. Replacement items are covered by the same consumer guarantees as the original. Nothing in this process limits your rights under the Australian Consumer Law.

 

Presale Orders

 

 

Partial refunds are not available on orders that include a presale item. Where a refund is provided, the entire order will be refunded to the original payment method, less a $19.95 processing and handling fee. This fee does not apply where a refund is required under the Australian Consumer Law, including where an item is faulty, damaged, incorrect, or not supplied within a reasonable time, in which case the amount is refunded in full.

 

Processing and Handling Fee

 

 

A $19.95 processing and handling fee applies only to discretionary refunds, being those we provide at our discretion where they are not otherwise required by law, such as the cancellation of a presale order. No fee is ever deducted from a refund for a faulty, damaged, or incorrect item, or from any refund required under the Australian Consumer Law.

 

How Refunds Are Issued

 

 

Approved refunds are returned to your original payment method within 5 to 10 business days of approval. Depending on your bank or card provider, additional time may be required for the funds to appear in your account.

 

Contact Us

 

 

For any return or refund enquiry, please email our team at team@39degrees.com.au, including your order number and photographs where relevant. We're here to help and will respond as quickly as we can.