Refund policy

Returns & Refund Policy

 

At Gentle Sense Co, each comfort pack is handmade with care and created as a personal comfort item. Because our products are intended for personal use and come into close contact with the body, we’re unable to accept returns or exchanges for change of mind.

That said, we want you to feel supported, and your rights under Australian Consumer Law are always respected.

If Something Isn’t Right

If your item arrives faulty, damaged, or incorrect, please contact us within 7 days of delivery and include:

•Your order number

•A brief description of the issue

•Photos where possible

Once we review your request, we’ll work with you to offer a suitable solution in line with your ACL rights. This may include a replacement, repair, or refund.

 

Change of Mind

Due to hygiene reasons, we’re unable to accept returns or exchanges for change-of-mind purchases.

This includes situations such as:

•Ordering the wrong item

•Deciding you no longer want the item

•Finding a similar product elsewhere

 

Your Rights Under Australian Consumer Law

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 and to compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Processing Time

Approved refunds or replacements are processed within 3–5 business days.

Refunds are issued to the original payment method.

 

Contact Us

If you have any questions or concerns, please reach out:

hello@gentlesenseco.com.au

We’re always happy to help and will do our best to resolve any issues kindly and fairly.