Returns & Refund Policy

For health and hygiene reasons, we are unable to accept returns or offer refunds on personal care products simply for change of mind. This is standard practice for handcrafted cosmetics and personal care items. Please choose carefully, and reach out before ordering if you have any questions — we’re happy to help.

If your order arrives faulty, damaged, or incorrect, we will gladly replace it or provide a full refund. Please contact us as soon as reasonably possible so we can assist, at hello@aerisaustralia.com with:

• Your order number.
• A description of the issue.
• A photo of the faulty or damaged item and its packaging.

Once verified, we’ll arrange a replacement or refund — you won’t be charged return postage for faulty items.

For orders delivered outside Australia, we’ll usually resolve the issue from your photos without asking you to post the item back. If we do need it returned, we’ll cover the return postage.

Our products 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 goods repaired or replaced if they fail to be of acceptable quality. Nothing in this policy limits those rights, or any consumer protection rights you have under the law of your country that cannot be excluded.

Approved refunds are issued to your original payment method via Stripe. Please allow 5–10 business days for the funds to appear, depending on your bank or card provider.

Refunds are made in Australian Dollars (AUD). If your card is issued outside Australia, the amount that reaches you may differ from what you originally paid because of exchange rates and your bank’s fees.

Import duties and taxes paid to your country’s customs authority are not collected by us, so we can’t refund them. Your local customs authority may be able to tell you whether they can be reclaimed.

If you need to cancel or change an order, contact us as soon as possible at hello@aerisaustralia.com. We can usually help if the order hasn’t yet been dispatched.

Need a hand? Email hello@aerisaustralia.com and we’ll get back to you as soon as we can.