Refund policy

🛡️ Refund & Return Policy

⏳ Change of Mind (Strict 24-Hour Window)

We work fast to get your fresh Tallow prepared and shipped. If you have changed your mind, you must email us at tallowandhoneybalm@outlook.com within 24 hours of placing your order.

  • ✅ Within 24 Hours: We will cancel your order and provide a full refund immediately.
  • ❌ After 24 Hours: Change-of-mind cancellations and returns are not automatic once your order is being processed or shipped. If we approve a change-of-mind return for an unopened and unused item after this 24-hour window, a 35% restocking fee applies. Return postage is the customer's responsibility.

📦 Damaged or Faulty Items

Please inspect your order as soon as it arrives. If your item is defective, damaged during transit, or if you received the wrong item, please contact us immediately so we can make it right.

  • 📸 Action: Email us a photo of the damage within 48 hours of delivery.
  • 🔄 Resolution: We will offer a replacement (shipped free of charge) or a full refund.

❄️ A Note on "Melting" (Natural Products)

Because our balm is made from 100% natural fats (Tallow) and contains no artificial stabilisers, it may soften or melt during transit in the Australian heat.

This is normal and does not affect the quality or benefits of the balm.

The Fix: Simply pop the jar in the fridge for 30 minutes to re-solidify.

Please note: Texture changes due to heat are not considered a "fault" and are not eligible for a refund.

🚫 Exceptions / Non-Returnable Items

Due to health and hygiene regulations, we cannot accept returns on:

  • Opened or used skincare products.
  • Change-of-mind returns after the 24-hour cancellation window unless we have approved the return in writing.
  • Sale items or Gift Cards.

Restocking Fee

If we approve a change-of-mind return after the 24-hour cancellation window, or if a parcel is returned to sender because of an incorrect address, refusal, or non-collection, a restocking fee of 35% of the item price may be deducted from any refund to cover handling, inspection, payment processing, and restocking costs.

This fee does not apply to refunds or remedies for faulty, damaged, incorrectly supplied, or otherwise eligible items under Australian Consumer Law.

💸 Refund Processing

If a refund is approved, it will be processed automatically to your original payment method after any applicable deductions have been applied. Please allow 3-7 business days for your bank to process the funds.