SHIPPING & RETURNS

Last updated: 24.09.2025

At PlacentActive, we're committed to getting your hair care products to you quickly and safely. Please review our shipping and returns policy below.

SHIPPING INFORMATION

Domestic Shipping (Australia)

Standard Shipping
- Delivery Time: 3-7 business days
- Cost: $9.95 (Free on orders over $75)
- Tracking: Provided via email
- Carrier: Australia Post

Express Shipping
- Delivery Time: 1-3 business days
- Cost: $15.95
- Tracking: Provided via email
- Carrier: Australia Post Express

Same Day Delivery (Sydney Metro)
- Delivery Time: Within 4 hours (orders placed before 2 PM)
- Cost: $25.95
- Available: Monday-Friday
- Coverage: Sydney CBD and selected suburbs

International Shipping

We ship to the following countries:
- New Zealand: 5-10 business days ($19.95)
- United States: 7-14 business days ($29.95)
- Canada: 7-14 business days ($29.95)
- United Kingdom: 7-14 business days ($29.95)
- European Union: 10-21 business days ($35.95)
- Asia-Pacific: 7-14 business days ($25.95)

International Shipping Notes:
- Customs duties and taxes are the customer's responsibility
- Delivery times may vary due to customs processing
- Some products may be restricted in certain countries
- We are not responsible for packages held by customs

ORDER PROCESSING

- Orders placed before 2 PM AEST (Monday-Friday) ship the same day
- Weekend orders are processed on the next business day
- Public holidays may cause processing delays
- You'll receive a tracking number once your order ships
- Large orders may require additional processing time

DELIVERY INFORMATION

Signature Required
- Orders over $150 require signature upon delivery
- If you're not home, a delivery card will be left
- You can collect from your local post office

Safe Drop
- Available for orders under $150
- Package will be left in a safe location
- Risk transfers to customer upon delivery

PO Box Delivery
- We can ship to PO Boxes within Australia
- International PO Box delivery is not available

RETURNS POLICY

Our Promise
We want you to love your PlacentActive products. If you're not completely satisfied, we're here to help.

30-Day Return Window
- Returns must be initiated within 30 days of delivery
- Products must be unused and in original packaging
- Original receipt or order confirmation required

What Can Be Returned

Eligible for Return:
- Unopened products in original packaging
- Defective or damaged products
- Products that don't match description
- Products that cause allergic reactions (with proof of patch test)

Not Eligible for Return:
- Used products (unless defective)
- Products without original packaging
- Custom or personalized items
- Products returned after 30 days

RETURN PROCESS

Step 1: Contact Us
Email us at info@placentactive.com.au or call +61 (02) 3456 7890 with:
- Order number
- Product name and reason for return
- Photos (if product is damaged or defective)

Step 2: Return Authorization
We'll provide you with:
- Return authorization number (RMA)
- Return shipping label (for defective products)
- Return instructions

Step 3: Ship Your Return
- Pack items securely in original packaging
- Include RMA number on package
- Use provided return label or your own shipping method

Step 4: Processing
- We'll inspect returned items within 5 business days
- Refunds are processed within 10 business days
- You'll receive email confirmation when processed

RETURN SHIPPING

Who Pays for Return Shipping:
- We Pay:Product defects, wrong item sent, damaged in transit
- Customer Pays: Change of mind, not suitable, allergic reaction

Return Shipping Costs:
- Standard return shipping: $9.95
- Express return shipping: $15.95
- International returns: Customer's responsibility

REFUNDS

Refund Methods
- Original payment method (credit card, PayPal, etc.)
- Store credit (if preferred)
- Bank transfer (for international customers if needed)

Refund Timeline
- Processing: 5-10 business days after we receive your return
- Bank processing: Additional 3-5 business days
- International refunds: Up to 15 business days

Partial Refunds
We may offer partial refunds for:
- Items with missing original packaging
- Items returned after 30 days (at our discretion)
- Items showing signs of use

EXCHANGES

Size/Product Exchanges
- Available for unopened products within 30 days
- Customer pays return shipping (unless our error)
- New product ships once we receive the return
- Price differences will be charged or refunded

Defective Product Exchanges
- Free return shipping provided
- Immediate replacement sent when possible
- Full refund if replacement not available

DAMAGED OR DEFECTIVE PRODUCTS

Upon Delivery
- Inspect packages immediately upon delivery
- Report damage within 48 hours
- Take photos of damaged packaging and products
- Contact us immediately for resolution

After Use
- If products cause unexpected reactions, discontinue use
- Contact us with details of the issue
- We may request photos or return of the product
- Full refund or replacement provided

SPECIAL CIRCUMSTANCES

Wrong Address
- Customer responsible for shipping costs to correct address
- Additional fees may apply for address changes after shipping

Refused Deliveries
- Return shipping costs charged to customer
- Refund processed minus shipping costs

Lost Packages
- We'll investigate with shipping carrier
- Replacement or refund provided once confirmed lost
- Signature required deliveries are customer's responsibility if signed for

AUSTRALIAN CONSUMER LAW

Your rights under Australian Consumer Law are not affected by this policy. You are entitled to:
- Refund or replacement for major failures
- Compensation for reasonably foreseeable loss or damage
- Repair or replacement if products fail to be of acceptable quality

HOLIDAY SHIPPING

During peak seasons (Christmas, Easter, Mother's Day):
- Extended processing times may apply
- Shipping deadlines will be posted on our website
- Express shipping recommended for time-sensitive gifts
- Return window may be extended during holiday periods

BULK ORDERS

For orders over 10 units:
- Contact us before ordering for custom shipping rates
- Special handling and packaging available
- Faster processing times for wholesale customers
- Custom return arrangements available

TRACK YOUR ORDER

- Tracking information sent via email when order ships
- Track packages at auspost.com.au or carrier websites
- Contact us if tracking shows no movement for 5+ business days
- International tracking may be limited in some countries