Returns & Exchanges
Returns & Exchanges
We want you to be happy with your Earth Mum purchase. This policy explains our voluntary change-of-mind returns as well as your rights under Australian Consumer Law.
Change of Mind
For eligible items, we offer an exchange or store credit within 7 days of delivery, provided the item is:
- unopened and unused
- undamaged
- in its original packaging
- in resaleable condition
Customers are responsible for return postage costs for change-of-mind returns.
The following items are not eligible for change-of-mind returns:
- Bath washes
- Books
- Essential oils
- Crystals
- Herbs
- Cut fabrics
This change-of-mind policy does not affect your rights under Australian Consumer Law.
How to Start a Return
Before returning an item, please email earthmumsydney@gmail.com with:
- your full name
- email address
- order number
- reason for the return
We will provide the return address and next steps.
We recommend using tracked or registered post, as you remain responsible for the parcel until it reaches us.
Inspection & Store Credit
Returned items will be inspected once received.
For approved change-of-mind returns, store credit will be issued for the purchase price of the returned item, excluding original shipping costs.
There are no restocking fees.
Faulty, Damaged or Incorrect Items
We take great care when packing every order. If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at earthmumsydney@gmail.com and include:
- clear photos of the item and packaging where relevant
- your order number
- a description of the issue
We will review the matter and arrange an appropriate remedy in accordance with Australian Consumer Law.
Depending on the circumstances, this may include a repair, replacement or refund.
Our goods come with consumer guarantees that cannot be excluded under Australian Consumer Law. Nothing in this policy limits your rights under Australian Consumer Law.
Order Cancellations
Orders may be cancelled within 1 hour of purchase, provided they have not already been packed or dispatched.
Please email earthmumsydney@gmail.com as soon as possible if you need to cancel an order.
Incorrect Address & Uncollected Parcels
Please check your delivery details carefully before completing your order.
If a parcel is returned to us because an incorrect or incomplete address was supplied, or because it was not collected, additional postage may be required before the order can be resent.
If an address error is noticed before dispatch, please contact us as soon as possible and we will do our best to assist.