Refund & return policy

1. Overview

At Aussence, we aim to provide a fair and transparent returns and refund process.

This policy explains your rights and obligations when requesting a return, refund, or reporting an issue with your order.

This policy applies to all purchases made on www.aussence.com.

2. Change of Mind Returns (14-Day Return Period)

You may request a return within 14 days of receiving your order if you change your mind.

To be eligible:

  • the item must be unused
  • in its original condition
  • in original packaging (where applicable)

To initiate a return, you must contact us first at:

support@aussence.com

Returns sent without prior approval may not be accepted.

3. Return Shipping Costs

For change-of-mind returns:

  • the customer is responsible for return shipping costs
  • original shipping costs (if any) are non-refundable

As returns may be sent internationally, return shipping costs can be higher than domestic shipping.

4. Refunds

Once your return is received and inspected:

  • refunds will be issued to the original payment method
  • processing time is typically 5–10 business days

Refunds may be reduced or refused if:

  • the item is used, damaged, or not in original condition

5. Non-Returnable Items (Important)

Due to hygiene and safety reasons, certain items cannot be returned once opened or used.

This includes, but is not limited to:

  • creams
  • skincare products
  • cosmetic products
  • personal care items

This does not affect your rights under applicable consumer laws.

6. Faulty, Damaged, or Incorrect Items (Australian Consumer Law)

If your product is:

  • defective
  • damaged
  • not as described

you may be entitled to a remedy under the Australian Consumer Law, including:

  • replacement
  • repair
  • refund

To submit a claim, contact us with:

  • your order number
  • description of the issue
  • photo or video evidence

If your claim is approved:

  • we will provide an appropriate solution
  • we will cover reasonable return or replacement costs where required by law

7. Timeframe for Claims

You should contact us within a reasonable time after discovering an issue.

Delays in reporting may affect our ability to assess the claim.

8. Exchanges

We do not offer direct exchanges.

If you wish to change an item (e.g. size or variant):

  • return the original item (if eligible)
  • place a new order

9. Return Process and Address

All returns must be approved in advance.

Approved returns may need to be sent to our international returns facility:

Herro
5th Floor, Building 4, Phase 2 Naishi Warehouse
Niannianhong Furniture Group, Choujiang Street
Zhejiang 322000
China
Phone: +86 19858510772

Important:

  • returns are international
  • shipping costs may be significant
  • we strongly recommend contacting us before sending any return

We are not responsible for returns sent without prior approval.

10. Cancellations

Orders cannot be canceled once they have been processed or shipped.

If you wish to cancel an order, contact us immediately after placing it. We will attempt to assist where possible.

11. Consumer Rights

Nothing in this policy excludes or limits your rights under applicable law, including the Australian Consumer Law.

12. Personal Data (Returns & Claims)

When handling returns, refunds, or complaints, we may process personal information such as:

  • name
  • contact details
  • order information

This data is used solely to manage your request and is handled in accordance with our Privacy Policy.

13. Contact Information

For all return, refund, or complaint inquiries:

Aussence
NDLOVU ENTERPRISES LIMITED
Company Registration Number: 80047862
Unit 2A, 17/F Glenealy Tower
No.1 Glenealy Central
Hong Kong

Email: support@aussence.com