FOR CHANGE OF MIND
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
For change of mind, your item must be UNUSED, UNOPENED and in the same condition that you received it. It must also be in the original product packaging.
Please note that we do not refund the original postage fees with the return and that any free/gift with purchase products must also be returned if your order no longer qualifies.
To return a product, please follow the simple steps below:
- Contact us to let us know you would like to arrange a product return. We'll advise the best address for you to send the products to.
- Pack and seal the item/s in their original shipping package and post them back to us. Items that arrive damaged, which includes damage to the packaging, cannot be returned, so please package the item well.
- Provided that we receive the products in their original UNUSED and UNOPENED condition, we will arrange for the original purchase price (not including original postage fees) to be refunded to the purchaser's credit card or PayPal account.
- To complete your return, we require a proof of purchase.
Please DO NOT send your purchase back to the manufacturer.
FOR FAULTY PRODUCTS
We endeavour to replace or provide refund for faulty/defective items (items that do not match their product description and/or have manufacturing defects) ourselves within 3-4 business days after being notified.
FOR DAMAGED PRODUCTS
We take care to pack your items carefully so that they won't get damaged in transit. However, once the parcel leaves our warehouse to Australia Post for sorting and delivery, we will not take responsibility for any parcels that gets LOST/STOLEN/DAMAGED AT TRANSIT as that is outside our control and authority. Therefore, we highly recommend purchasing Route shipping insurance so you're covered if your parcel somehow gets damaged during transit, lost or stolen.
If you paid for parcel protection and if your item arrives damaged, unusable, or in an otherwise unacceptable condition, we suggest you to report an order issue to Route right away. You can do that by clicking here.
Please remember to include pictures of the item(s) and packaging. Damaged packages must be filed within 15 days from the date it was marked as delivered.
FOR ALLERGIC REACTIONS
In the rare instance you've had an allergic reaction to a product, please take a photo of the reaction, discontinue use of the product immediately and email us at hello@brainsstreet.com.
All reactions must be reported within the first 48 hours of use. Brains Street reserves the right to request a Doctors letter and/or photos of the reaction in order to confirm that it was caused by one of our products.
Allergy returns must be less than 20% used upon arrival back with us.
Brains Street reserves the right to issue you a refund (minus any shipping costs) or issue you a store credit matching the RRP of the product.
Please note that all instructions, ingredients, opinions and suggestions regarding products on our site have been provided by the manufacturers and/or distributors. If you have any concerns regarding the safety of certain ingredients please contact your doctor or you can contact us for further information.
SALE ITEMS
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded unless the item is faulty.
SHIPPING COSTS
Please contact us to let us know you would like to arrange a product return. We'll advise the best address for you to send the products to. We will pay for return shipping if you receive a faulty item. You will be responsible for paying for your own shipping costs for returning your item if you have a change of mind or wish to exchange. Shipping costs are non-refundable.
You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
