Refund policy

Juvenis Australia: Returns and Refunds

We want you to feel confident shopping with Juvenis Australia. If you have a question about your order, contact juvenisaustralia@gmail.com.

30-day change-of-mind returns

You may request a change-of-mind return within 30 days of receiving your order.

To qualify, products must be unopened, unused and in their original packaging, with any original seals intact. Please provide your order number or other proof of purchase.

For hygiene reasons, opened or used skincare products cannot be returned for change of mind. This does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet Australian Consumer Law guarantees.

How to request a return

Email juvenisaustralia@gmail.com with your order number, the item you wish to return and the reason for your request.

We will provide return instructions and the return address. Please contact us before sending your parcel so we can arrange the appropriate return process.

For change-of-mind returns, you are responsible for return postage. Original delivery charges are not refundable. We recommend using a tracked delivery service and keeping your postage receipt.

Damaged, faulty or incorrect items

If your order arrives damaged, contains the wrong item or appears faulty, please contact juvenisaustralia@gmail.com as soon as reasonably possible. Include your order number, a description of the issue and, where possible, photographs.

We will assess the issue and provide an appropriate remedy under Australian Consumer Law. Where a product is confirmed to be faulty or incorrectly supplied, we will cover reasonable return shipping costs.

The 30-day change-of-mind limit and unopened-product conditions do not apply to claims under Australian Consumer Law.

Your Australian consumer rights

Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law.

For a major failure, you are entitled to choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss or damage. For other failures, you are entitled to have the issue remedied as required by law.

These rights apply to sale items as well. Nothing in this policy limits your statutory rights.

Exchanges

For change-of-mind exchanges, please contact us to arrange an eligible return. You can then place a separate order for your preferred product.

Refunds

We will notify you after receiving and assessing your return. Approved refunds will be issued to your original payment method within 10 business days.

Your bank or payment provider may take additional time to display the refund. If it has not appeared within 15 business days of our approval, contact juvenisaustralia@gmail.com.

Contact

For return requests or questions, email juvenisaustralia@gmail.com.