Refund policy
At Flakeless, we stand behind the quality of our products and want every customer to feel confident when purchasing from us. Please read this policy carefully as it outlines your rights and our obligations regarding returns, refunds, and exchanges.
Returns – 30 Day Risk Free Guarantee
We offer a first order guarantee.
If this is your first order with Flakeless, you may request a return for any reason whatsoever, including change of mind, dissatisfaction, or personal preference.
Conditions:
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Proof of purchase is required.
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You must contact us first to request a return authorisation.
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Products must be returned if requested by us (this is not often).
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Returns must be shipped to our fulfilment centre unless this requirement is waived by Flakeless.
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Items sent without prior approval will not be accepted.
- No greater than $200 will be returned under this policy.
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Proof of purchase is required.
- You do not qualify for this guarantee if you have made a purchase of any kind from Flakeless previously, whether subscription or not.
Returns – Subsequent Orders (Including Subscriptions)
For all subsequent orders (whether subscription or one-time purchase), returns are only accepted if the product is:
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Defective
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Damaged during shipping
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Lost in transit
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Incorrect item received
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Faulty or not as described
Conditions:
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Proof of purchase is required.
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You must contact us before returning any product.
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Products must be returned if requested by us.
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Returns must be shipped to our fulfilment centre unless waived by Flakeless.
Change-of-mind returns are not accepted on subsequent orders.
3. How to Start a Return
To request a return, contact us at:
Please include:
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Your order number
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Proof of purchase
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Reason for return
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Photos if the item is damaged or defective
If your return is approved and the product is required to be sent back, we will provide:
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A return shipping label (at your expense)
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Instructions on how and where to send your package
Items returned without prior authorisation will not be accepted.
4. Damages, Defects & Incorrect Orders
Please inspect your order upon delivery and contact us immediately if:
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Your item is defective
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Your item is damaged
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You received the wrong item
We will assess the issue and arrange a replacement or refund where appropriate.
5. Non-Returnable Items
Unfortunately, we cannot accept returns on:
- Gift cards
Unless required under Australian Consumer Law or other applicable consumer legislation.
6. European Union – 14 Day Cooling-Off Period
If your order is shipped to an address within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.
Conditions:
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The product must be unused and unopened
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In original packaging
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With proof of purchase
To initiate an EU return, contact:
📧 support@flakeless.com.au
7. Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved:
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Refunds are processed to your original payment method
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Funds are issued within 10 business days
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Banks may take additional time to process the transaction
If more than 15 business days have passed since approval, please contact:
📧 support@flakeless.com.au
8. Australian Consumer Law (ACL)
This policy is in addition to your rights under the Australian Consumer Law.
Under ACL, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes your rights under Australian law.
9. Proof of Purchase
All returns and refund requests must be accompanied by valid proof of purchase, such as:
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Order confirmation email
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Receipt
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Transaction record
10. Contact Us
For all return and refund enquiries, contact: