Refund policy
Returns & Refunds Policy
At TAKEDOWN, we take the quality, safety and hygiene of our products seriously. Due to the personal-care and topical nature of our creams, sprays and skincare products, we are unable to accept change-of-mind returns on products that have been opened, unsealed, used or otherwise handled in a way that makes them unsuitable for resale.
Change of Mind
If you change your mind about your purchase, you may contact us within 14 days of receiving your order.
To be eligible for a change-of-mind return, the product must be unopened, unused, in its original condition and packaging, with all seals intact.
For hygiene and safety reasons, creams, sprays, skincare products and other topical products that have been opened, unsealed or used cannot be returned for change of mind.
Customers are responsible for return shipping costs for approved change-of-mind returns unless otherwise required by applicable consumer law. Original shipping charges are not refundable unless required by law.
Please contact us before returning any product. Returns sent without prior approval may not be accepted.
Damaged, Defective or Incorrect Products
Please inspect your order when it arrives.
If your product arrives damaged, defective, leaking, or you receive the incorrect product, contact us as soon as reasonably possible and provide your order number, a description of the issue and photographs where appropriate.
Where required under applicable consumer law, we will provide an appropriate remedy, which may include a replacement, refund or other remedy.
Do not dispose of a damaged or defective product until we have responded to your request, as we may require photographs or additional information.
Australian Customers
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies that you may have under the Australian Consumer Law.
We are not required to provide a refund or replacement simply because you changed your mind. However, you may be entitled to a remedy where a product does not meet the consumer guarantees provided under Australian Consumer Law.
European Union / EEA Customers
If you are purchasing from a country where mandatory consumer withdrawal rights apply, you may have the right to cancel an eligible online purchase within the period required by applicable law.
This right may be subject to exceptions, including for certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
Nothing in this policy limits any mandatory consumer rights available to you under applicable law.
Refunds
Once an approved return has been received and inspected, we will notify you of the outcome.
If approved, your refund will be issued to your original payment method. Processing times may vary depending on your bank or payment provider.
Shipping charges are generally non-refundable unless the product is faulty, damaged, incorrectly supplied, or applicable law requires otherwise.
Orders Returned to Sender
If an order is returned to us because an incorrect or incomplete delivery address was supplied, delivery was refused, or the parcel was not collected, additional shipping charges may apply if you request that the order be resent.
Contact Us
For any return, refund or order issue, please contact:
TAKEDOWN by Aurelia Manuka
Aurelia Manuka Pty Ltd
Email: info@aureliamanuka.com
Australia
Please include your order number and details of your request when contacting us.