FOR CHANGE OF MIND ONLY (excludes faulty items)
We do offer change of mind however, please be advised our change of mind policy lasts 30 calendar days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund, exchange or store credits.
We also can’t provide you a refund or a store credit if you decide to change your mind on the items that were purchased during a special promotion where the SALE was equal to more than 20% off RRP UNLESS the product is faulty or damaged by manufacturer.
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. This is to ensure they can be resold.
Please note that we do not refund the original postage fees. Any free gift received with purchase must also be returned in an unused condition if your order no longer qualifies for the free gift with purchase offer.
How To Return a Product?
To return a product, please follow the steps below:
- Please contact us first to let us know you would like to arrange a product return. Please do notsend your purchase back to the manufacturer.
- Please pack and seal the item/s with care and post them back to us. Items that arrive damaged, which includes damage to the product packaging, cannot be returned, so please use a sturdy parcel box and pack the item well.
- Provided that we receive the products in their original, unused and unopened condition, we will arrange the refund of the price you paid of the returned item/s (not including original postage fees) via store credit or direct fund transfer.
- To complete your return, we may ask you for a proof of purchase.
FOR FAULTY PRODUCTS:
We endeavour to replace or provide a refund for faulty/defective items (items that do not match their product description and/or have manufacturing defects) within 3-4 business days after being notified.
We will pay for and send you a return label to send back the faulty goods.
FOR ITEMS THAT WERE PRE-ORDERED:
We regret to inform you that refunds or store credits are not available for items pre-ordered during special promotions, sales, or with pre-order discounts. Exceptions to this policy include instances where customers receive faulty or damaged items, or if we fail to dispatch the pre-ordered item within the time frame specified on the product page. In these cases, we will process a refund accordingly.
FOR PRODUCTS DAMAGED DURING TRANSIT:
We take great care to pack your items carefully so that they won't get damaged in transit however, there is always a small change that an items can get lost or damaged during transit therefore, we suggest purchasing Package Protection with your order.
A damaged item is considered to be a broken product that is unusable, shattered or in an otherwise unacceptable condition. We do not consider cosmetic damages such as scratches and dents as a damaged product.
Orders that arrived damaged must be reported to us within 15 days of the delivery date.Please remember to include pictures of the item(s) and packaging.
COMPENSATION FOR LOST/DAMAGED PRODUCTS:
Should your item be lost or damaged in transit and you haven’t purchased Package Protection, the maximum compensation you may be entitled to is up to $200.
If the item/s you purchased is valued over $200, and you have purchased our Package Protection Cover, the maximum compensation you may be entitled to is up to $3000.
Once the parcel gets picked up by Australia Post for sorting and delivery, it gets outside of our control and authority. Therefore, we recommend purchasing our Package Protection so you're fully covered if your parcel somehow gets lost or damaged on it's way to you.
FOR ALLERGIC REACTIONS:
In the rare instance you've had an allergic reaction to a product, please
1. Take a photo of the reaction,
2. Discontinue use of the product immediately and
3. Report it to us by emailing us at hello@brainsstreet.com.
All reactions must be reported within the first 48 hours of use.
Allergy returns must be less than 20% used upon arrival back with us.
Brains Street reserves the right to request a Doctors letter and/or clear photos of the reaction in order to confirm that it was caused by one of our products.
Depending on your preference, we can issue you a refund (minus any shipping costs) or a store credit matching the amount you paid for the product that caused the allergic reaction.
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.
SHIPPING COSTS ON RETURNS:
We will pay for return shipping if you receive a faulty item.
You will be responsible for paying for your own shipping costs for any other returns except the ones related to faulty items.
Shipping costs are non-refundable.
REFUNDS ON AFTERPAY AND ZIPPAY:
If you request a refund on an order which has been paid for using Afterpay or Zippay, once processed by our accounts team, your order will automatically be refunded by Afterpay or Zippay. You will receive an email notification from both Brains Street and your chosen payment provider to confirm your refund has been processed and your payment provider will reimburse you for any funds you have already paid and cancel any outstanding payments.
Please note that the Afterpay and Zippay charges us a non-refundable processing fees on every transaction. Therefore, the final refund will be the total amount paid minus 6% processing fees plus any shipping fees.
