Refund policy

At Soulful Scrubs, we want you to feel confident and happy with your purchase. If something isn’t quite right, here’s how we handle returns and refunds.

This policy operates in addition to your rights under Australian Consumer Law (ACL).

30-Day Return Policy (Change of Mind)

We accept change-of-mind returns within 30 days of receiving your order.

To be eligible for a return:

  • The item must be unworn, unused, and in the same condition you received it

  • Items must be free from makeup marks, deodorant marks, stains, pet hair, and strong perfume smells

  • Items must not appear worn, washed, or excessively crumpled

  • Items should be folded neatly when returned

  • Your full name, mobile number, and shipping address used for your order must be clearly written on the back of the package (you do not need a receipt printed)

  • A reason for return is helpful but not required

If we are unable to locate your order details, processing your return may be delayed.

Return Condition Fee

If returned items are received in poor condition (including makeup marks, stains, strong odours, or items that have been excessively crumpled or forced into packaging), a handling fee of up to 10% may be deducted from your refund to cover cleaning and repackaging costs.

Items returned in an unsellable condition may not be eligible for a refund.

Packaging Policy 🌱

We are a low-waste, minimal-plastic brand, and kindly ask that you reuse packaging you already have at home when returning items.

If you no longer have the original packaging, please return items using clean paper or cardboard packaging.

There is no need to purchase new packaging — reused packaging is perfectly acceptable and helps reduce waste.

How to Return an Item

No need to email us first — simply send your return to the address below:

Return Address:
Soulful Scrubs
704/63 Adelaide Terrace
East Perth WA 6004
Australia

Please ensure your:

  • Full name

  • Mobile number

  • Shipping address used for your order

are clearly written on the back of the package.

Return shipping costs are the responsibility of the customer and are non-refundable for change-of-mind returns.

Exchanges (Buy Before Refund)

If you're exchanging an item, we recommend purchasing the new item first to secure your preferred size before returning the original item.

Once we receive and inspect your return, we will issue a refund to your original payment method within 10 business days.

Please allow additional time for your bank or payment provider to process the refund.

Non-Returnable Items

We do not accept change-of-mind returns on:

  • Sale items

  • Gift cards

  • Digital downloads

International Returns

International customers are welcome to exchange items by purchasing the new item first and returning the original item.

Please note:

  • International customers are responsible for return shipping costs

  • Customers are also responsible for any reshipment costs

Damaged, Faulty, or Incorrect Items

(Australian Consumer Law Rights)

Under Australian Consumer Law, you are entitled to a replacement, refund, or repair if an item is:

  • Faulty or defective

  • Not as described

  • Incorrect

  • Unsafe

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at:

📧 soulfulscrubsets@gmail.com

We will assess the issue and work with you to provide a suitable resolution.

Where required under Australian Consumer Law, return shipping costs for faulty items will be covered.

Australian Consumer Law Notice

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

You are entitled to:

  • A replacement or refund for a major failure

  • Compensation for any other reasonably foreseeable loss or damage

  • A repair or replacement if the goods fail to be of acceptable quality and the failure does not amount to a major failure