Refund and Return Policy
1. Overview
At Chubby Bee, we aim to ensure you’re happy with your purchase. This policy outlines when you can return a product and how we will help you. It applies to all purchases made via our website.
2. Your Legal Rights
Under the Australian Consumer Law, you are entitled to a remedy if a product:
- is faulty, damaged or unsafe
- is significantly different to its description or sample
- does not do what we said it would do
- does not last a reasonable length of time.
These rights exist regardless of any return policy we offer, and we will always respect your rights under the law.
3. Change of Mind Returns
Due to the personal and hygienic nature of our skincare and body care products, we do not offer refunds or exchanges where you change your mind, select the wrong item, or decide you no longer want the product.
We encourage you to read product descriptions carefully and contact us before purchasing if you are unsure which item is right for you.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure, and to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
If you believe your product is faulty or not as described, please contact us so we can assist.
We cannot accept returns for:
- change of mind
- incorrect selection
- preference for a different scent or texture
- reaction where ingredients are clearly listed
- items that have been opened or used (unless faulty)
4. Faulty or Damaged Products
If your item is faulty, defective, damaged in transit or does not match the description, please contact us as soon as possible.
Faulty item process:
- Email us within 7 days of receiving the item with your order number, photos and description of the issue.
- We will assess the issue and may ask for further information.
- If the product is confirmed to be defective, we will offer a refund, replacement or store credit as appropriate.
- For faulty items, we may reimburse reasonable return postage costs provided the fault is confirmed.
Damage in Transit:
We take great care in packaging your order to ensure it arrives safely. If your parcel is damaged during delivery, please notify us as soon as possible after receiving the goods.
While damage caused by third-party carriers is outside our direct control, we will gladly assist you in raising an enquiry or claim with the shipping provider.
Depending on the outcome of the carrier’s investigation, a repair, replacement, or refund may be offered where appropriate.
This process operates in addition to your rights under the Australian Consumer Law.
To help us assist you quickly, please provide:
- photos of the damaged item
- photos of the packaging
- your order number
Lost Parcels
If your parcel is believed to be lost in transit, please contact us as soon as possible so we can investigate with the shipping provider.
We may ask you to confirm delivery details and check with household members or neighbours. Once reported, we will lodge an enquiry with the carrier. Investigations can take time and outcomes depend on the information provided by the delivery company.
Where a parcel is confirmed as lost, we will work with you toward an appropriate resolution, which may include a replacement or refund.
This process is provided in addition to your rights under the Australian Consumer Law.
Authority to Leave / Safe Drop
If you choose Authority to Leave (ATL) or provide delivery instructions requesting the parcel be left unattended, responsibility for the parcel transfers to you once the item has been delivered according to those instructions.
We are unable to accept responsibility for theft, damage, or loss after the carrier confirms delivery.
If you prefer not to use ATL, we recommend selecting a delivery option that requires a signature. Contact us to discuss your options before placing your order.
Signature on Delivery
Some deliveries may require a signature upon receipt. If no one is available to sign, the carrier may leave a collection card or redirect the parcel to a local depot or post office.
It is the customer’s responsibility to arrange collection or redelivery as instructed by the carrier.
Incorrect or Incomplete Address Information
Customers are responsible for ensuring that shipping details are accurate and complete at the time of ordering.
If a parcel is returned to us due to incorrect addressing, failed delivery attempts, or non-collection, additional shipping charges may apply to resend the order.
If you notice an error in your address, please contact us immediately. We cannot guarantee changes once an order has been dispatched.
Refused Deliveries
If an order is refused at delivery and returned to us, return shipping and any carrier fees may be deducted from your refund.
Original shipping charges are generally non-refundable unless required under Australian Consumer Law.
Claims Timeframes
To help us resolve delivery issues quickly, please notify us within 5 days of the expected delivery date if your parcel has not arrived.
For items delivered damaged, we ask that you contact us within 48 hours of receipt and provide photographs of both the product and packaging.
Delays in reporting may affect the ability of the carrier to investigate the claim.
5. How to Return an Item
To make a return or exchange:
- Contact us at karyn@chubbybee.com.au with your order number and reason for return.
- We will provide you with return instructions.
- Pack the item securely (including all packaging).
- Post the item back to us at the address we provide.
Returns without prior approval may not be accepted.
6. Refunds
- Approved refunds will be issued to the original payment method.
- Please allow up to 10 business days after we receive the returned product for processing.
- Refunds do not include original shipping costs unless required by law.
7. Exchanges
If an exchange is approved, we can offer exchanges for the same product if stock is available. If you prefer a different item, contact us to discuss options including store credit.
8. Proof of Purchase
To process any return, please provide your order number or proof of purchase (e.g. receipt, order confirmation email).
9. Exceptions & Hygiene
For hygiene and safety reasons, products that have been opened or used generally cannot be accepted for return unless they are faulty under consumer guarantees.
10. Changes to This Policy
We may update this policy from time to time. The most recent version will always be on our website.
