Refund policy
Last Updated: August 2026
This Refund Policy explains when refunds may be issued by Relief Her, how they are processed, and the expected timeframes. It should be read together with our Returns and Exchanges Policy, Shipping Policy and Australian Consumer Law.
1. Overview
A refund is not automatically granted when a return request is submitted. Every request is individually assessed. Where applicable, refunds are processed after the returned product has been received and inspected, unless Relief Her determines that a return is not required.
2. When Refunds May Be Available
Subject to approval, refunds may be available where:
- A return request has been approved.
- A returned product meets the applicable eligibility requirements.
- An order is confirmed as lost by the shipping carrier.
- A product is confirmed to have a manufacturing defect.
- An incorrect item was supplied.
- A product is significantly different from its description.
- A product cannot be supplied after purchase.
- Australian Consumer Law requires a refund or other appropriate remedy.
3. Change of Mind Refunds
If you request a refund because you have changed your mind, the product must satisfy all applicable eligibility requirements described in our Returns & Exchanges Policy.
Unless otherwise required by Australian Consumer Law:
- The customer is responsible for return shipping costs.
- Original shipping services already completed are generally non-refundable.
- The product must be returned and received before a refund is processed.
- Products must be unused and in an eligible condition for return.
For hygiene reasons, products that have been used, worn or opened may not be eligible for a change-of-mind refund where they cannot reasonably be resold. This does not affect any rights available under Australian Consumer Law.
4. Return Inspection
Returned products may be inspected to verify their condition and confirm eligibility for a refund.
If the returned product differs materially from the information provided during the return request, Relief Her reserves the right to decline or adjust the refund where permitted by law.
Where a product is reported as defective, damaged or significantly different from its description, Relief Her may request photographs, video or other information to help assess the issue.
5. Refund Method
Approved refunds are issued to the original payment method used during checkout whenever possible.
Where appropriate and agreed by the customer, store credit may be offered as an alternative.
6. Refund Processing Time
Once approved and, where applicable, after the returned item has been received and inspected, refunds are processed within up to 5 business days.
Financial institutions and payment providers may require additional processing time before the funds appear in your account.
7. Shipping Charges
| Situation | Shipping Charges |
|---|---|
| Change of Mind | Return shipping paid by customer. Original shipping services are generally non-refundable. |
| Incorrect Item Sent | Relief Her covers approved return shipping. |
| Confirmed Defective Product | Relief Her covers approved return shipping. |
| Product Damaged in Transit | Relief Her covers approved return shipping. |
| Product Significantly Different From Description | Relief Her covers approved return shipping. |
| Carrier Confirms Lost Package | Replacement or refund may be provided, subject to the circumstances and applicable consumer rights. |
8. Partial Refunds
Where permitted by law, partial refunds may be considered in limited circumstances, including where a returned item has missing components or damage unrelated to the original claim.
Any partial refund will be assessed based on the individual circumstances of the return.
9. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law. Where consumer guarantees apply, your statutory rights remain unaffected.
Depending on the circumstances, customers may be entitled to a repair, replacement, refund or other appropriate remedy where a product does not meet the consumer guarantees provided under Australian Consumer Law.
10. Contact Us
Live Chat: Available directly on our website during business hours.
Email: support@reliefher.com
Phone: +61 432 242 647
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (AEST)
Relief Her
ABN: 556 530 085 72
Address: 1/50A Tweed Coast Road, Pottsville NSW 2489, Australia