سياسة الاسترداد

RETURN AND REFUND POLICY
Last Updated: October 13, 2025

OUR COMMITMENT TO YOU
At Al Manuka, we are committed to providing high-quality products and excellent customer service. This Return and Refund Policy complies with the Australian Consumer Law (ACL) and outlines your rights and our obligations.

YOUR CONSUMER GUARANTEES UNDER AUSTRALIAN CONSUMER LAW
Under the ACL, you have automatic consumer guarantees that cannot be excluded. These guarantees include that goods must:
- Be of acceptable quality
- Be fit for any purpose specified by you or made known to us
- Match the description provided
- Match any sample or demonstration model shown
- Come with clear title and undisturbed possession
- Have spare parts and repair facilities reasonably available

CHANGE OF MIND RETURNS
We offer a 30-day change of mind return policy. If you change your mind about a purchase, you may return the product within 30 days of delivery for a refund or exchange, provided:
- The product is in its original condition, unused and with all original packaging and tags attached
- You provide proof of purchase
- The product is not a perishable item or a product that cannot be returned for health or hygiene reasons once opened

Please note: Change of mind returns are a store policy and not a requirement under the ACL. You will be responsible for return shipping costs for change of mind returns.

MAJOR FAILURES UNDER THE ACL
You are entitled to a refund or replacement if the product you purchased has a major failure. A major failure occurs when:
- The product has a problem that would have stopped someone from buying it if they had known about it
- The product is substantially unfit for its common purpose and cannot easily be fixed within a reasonable time
- The product is unsafe
- The product differs significantly from the description, sample or demonstration model

For major failures, you can choose to:
- Return the product and receive a full refund, or
- Keep the product and receive compensation for the reduction in value

We will cover all reasonable postage or transportation costs for returns due to major failures.

MINOR FAILURES UNDER THE ACL
If the failure is minor and can be fixed within a reasonable time, we will offer to repair or replace the product. If we cannot fix the problem within a reasonable time, you can choose a refund or replacement.

EXCEPTIONS TO RETURNS AND REFUNDS
We cannot offer a refund or replacement if:
- You changed your mind and the product is outside our 30-day change of mind period
- You misused the product in any way that caused the problem
- You asked for a service to be done in a certain way against our advice, or you asked for changes to be made that caused the problem
- You were made aware of the fault before you bought the product
- The fault was caused by normal wear and tear
- The product is a perishable item (except where it fails to meet consumer guarantees)

Products that cannot be returned for health and hygiene reasons include (but are not limited to):
- Opened food products
- Personal care items that have been opened or used
- Items marked as final sale or non-returnable at the time of purchase

HOW TO REQUEST A RETURN OR REFUND
To request a return or refund:
1. Contact us via email at refunds@almanuka.com with your order number and details of the issue
2. Provide photographic evidence if the product is faulty or damaged
3. We will assess your request and respond within 2-3 business days
4. If approved, we will provide instructions for returning the product

REFUND PROCESSING
Once we receive and inspect your returned product:
- For change of mind returns: Refunds will be processed within 10 business days of receiving the returned item
- For ACL consumer guarantee claims: Refunds will be processed as soon as reasonably possible, typically within 5-7 business days
- Refunds will be issued to the original payment method used for the purchase

DAMAGED OR FAULTY PRODUCTS
If you receive a damaged or faulty product:
1. Contact us immediately at refunds@almanuka.com with photos of the damage or fault
2. We will arrange for a replacement or full refund, including return shipping costs
3. You will not be out of pocket for problems that are our fault

CONTACT US
For any questions about returns and refunds, or to make a claim under the Australian Consumer Law, please contact us:
Email: refunds@almanuka.com
Website: almanuka.com

AUSTRALIAN CONSUMER LAW
Nothing in this policy is intended to limit or exclude your rights under the Australian Consumer Law. For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) website at www.accc.gov.au or contact your local fair trading office.