Refund policy


Customer satisfaction is of utmost importance to us and we are here to help.

For your peace of mind, our goods are backed by a 45-day money-back guarantee and a 12-month replacement warranty on faulty goods. These guarantees are in addition to, and do not limit, your rights under the Australian Consumer Law.

These guarantees commence on the day of purchase, as reflected on your order confirmation.

45-Day Money-Back Guarantee

Under our 45-Day Money-Back Guarantee, you’re entitled to a full refund of the purchase price for a qualifying faulty product.

Please contact us through the Contact Us page within 45 days of the date of purchase for a full investigation. For products that can reasonably be posted, you may be asked to return the item for assessment.

We will require reasonable proof of purchase, information about the issue, photos or video, and possibly return of the product for assessment.

Faulty goods will be assessed before a refund is provided under this guarantee.


12-Month Replacement Warranty

Under our 12-Month Replacement Warranty, you are entitled to have qualifying faulty goods replaced within 1 year of purchase.

Please contact us through the Contact Us page for a full investigation. If necessary, you may be asked to return the goods to us for assessment. If the product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse reasonable return postage costs in accordance with our obligations under the Australian Consumer Law. Faulty goods will be assessed before a replacement is provided under this warranty.

 

Items purchased as part of promotional offers

Items purchased as part of a promotion (e.g. giveaways, free gifts, 2 for 1 offers, promotional sales) or clearance are not eligible for change-of-mind returns. This does not affect your rights under the Australian Consumer Law. If a promotional or clearance product is faulty, the appropriate remedy will be provided in accordance with Australian Consumer Law.

Under the Australian Consumer Law, Newlyfe is not required to provide a refund, replacement or exchange if you simply change your mind. However, where Newlyfe chooses to accept an eligible change-of-mind return or exchange under this policy, the conditions set out in this policy will apply.

What Defines a Faulty Product?

A product may be considered faulty where it:

  • has a problem that would have stopped someone from buying the item if they had known about it
  • is unsafe
  • is significantly different from the sample or description
  • doesn’t do what we said it would do and can’t be easily fixed.

Fair wear and tear is not considered a product fault. Damage caused by misuse, improper care, accidental damage, abnormal use, or intentional damage is also not covered.

Please keep your order confirmation or other reasonable proof of purchase.

If you believe your product is faulty, please contact us through the Contact Us page so we can assess the issue and determine the appropriate remedy under our guarantees and the Australian Consumer Law.

Can I return or exchange an item?

You want to swap an item?

Please contact us through the Contact Us page before returning any unwanted items. Return postage is at your cost. Once the items are received and checked by our warehouse, we will arrange your approved exchange. For exchanges, products must be unused and returned in their original packaging, with all tags and product care cards intact. The packaging must not be torn or damaged.

You don’t want it anymore?

Change-of-mind returns will only be accepted for products that are unused and still in their original packaging. If you don’t want the item anymore, please advise us through the Contact Us page within 14 days of delivery that you will be returning your unwanted items, and return it to us at your cost. The products must be unused and returned in their original packaging, with all tags and product care cards intact. The packaging must not be torn or damaged. Once the items are received and checked by our warehouse, an eligible refund will be processed less the applicable 15% restocking fee.

Please make sure that you’re happy with your choices before submitting your order. Returns postage is the responsibility of the customer. A 15% restocking fee will apply to approved change-of-mind returns that are not part of an exchange. This fee does not apply to faulty products or remedies provided under the Australian Consumer Law.

Please know that we will do everything we can to assist you and make sure you are happy. Always reach out through our Contact Us Page if you have any queries.