Returns, Refunds and Delivery Policy

Last updated: 13th July 2026

This policy applies to purchases made on www.novomins.com.au from Novomins Pty Limited (ABN 99 664 208 753), including both one-off and subscription orders. It should be read together with our Terms of Service.

Your Rights Under the Australian Consumer Law

Nothing in this policy limits, excludes or replaces your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. These rights apply regardless of whether the product was full-price, on sale, or purchased with a discount code, and are not limited to the 14-day change-of-mind window described below.

Change of Mind Returns

In addition to your ACL rights, we accept change-of-mind returns within 14 days of delivery for a full refund. To be eligible, the item must be unused, unopened, in like-new condition, with safety and hygiene seals intact, and in its original packaging. Proof of purchase is required.

Change-of-mind returns are not available for items marked as final sale at the time of purchase, or after the 14-day window has closed — this exclusion applies only to change-of-mind returns and does not affect your ACL rights for faulty, damaged, or not-as-described goods, which apply regardless of sale status or how long ago you bought the item.

Faulty, Damaged, or Incorrect Items

If an item arrives faulty, damaged, or different from what you ordered, contact us at hello@novomins.com.au with your order number and a photo of the issue. Depending on the circumstances, we will offer a repair, replacement, or refund in line with your ACL rights. We will cover reasonable return shipping costs for faulty, damaged, or incorrectly supplied items.

Subscription Orders

Cancelling or Amending Your Subscription

You can cancel or amend your subscription at any time after your first order, at no cost, using the account link sent to you when you activated your subscription, or by contacting us at hello@novomins.com.au. Your first order cannot be cancelled once checkout is complete, as it is submitted for immediate fulfilment — it remains eligible for our standard 14-day change-of-mind return and refund policy like any other order. From your second order onward, there is no further minimum commitment.

Notice Period for Upcoming Orders

Because subscription orders are dispatched automatically on a recurring schedule, we require at least 3 business days' notice before your next scheduled shipment if you want to cancel, pause, or amend that particular order. Once you receive a dispatch confirmation email, that order has been sent for immediate fulfilment and can no longer be changed or refunded as a change-of-mind return — it can still be returned under the process below within 14 days of delivery, or claimed under your ACL rights if faulty.

Returning a Shipped Subscription Order

If a subscription order has already shipped and you no longer want it, you may return it to us within 14 days of delivery, unopened and with safety and hygiene seals intact, for a full refund. Once we receive and inspect the return, we will process the refund, which is generally reflected in your account within 5 business days.

Refund Processing

Once your return is received and inspected, we will email you to confirm we've received it, and let you know whether the refund has been approved. Approved refunds are processed back to your original payment method; please allow a few business days for your bank or card provider to reflect the credit.

If you haven't received an approved refund after 10 business days, check with your bank or card provider first, as processing delays on their end are common. If it still hasn't appeared, contact us at hello@novomins.com.au and we'll look into it.

Exchanges

We replace items only if they arrive defective or damaged. To arrange an exchange, email us at hello@novomins.com.au. We'll confirm the return details for your item at that time.

Gifts

If an item was marked as a gift when purchased and shipped directly to the recipient, the recipient will receive a gift credit for the value of an approved return. The gift purchaser will be notified separately.

Return Shipping

To return a product, send it to:

FAO Novomins – Fulfillworks Doveton WH

24B Princes Highway

Doveton, Victoria 3177

Australia

You are responsible for the cost of shipping a change-of-mind return (this does not apply to faulty, damaged, or incorrectly supplied items — see above), and shipping costs are non-refundable for change-of-mind returns. For orders containing items valued over AUD $75, we recommend using a trackable shipping method, as we can't guarantee receipt of untracked returns.

Delivery Policy

We aim to dispatch orders within 24 hours of receipt. Orders received after our dispatch cut-off of 11:00am AEST on Friday will be collected by our courier on the following Monday.

Standard delivery typically takes 3–5 business days; a next-day delivery option is available at checkout in eligible areas.

While we aim to dispatch within 24 hours, delivery times are estimates and not guaranteed. Delays can occur due to courier delays, public holidays, weather, industrial action, or seasonal demand outside our control.

Estimated delivery times by destination (as a guide only):

If your order hasn't arrived within the expected timeframe, contact us at hello@novomins.com.au and we will check the tracking details. If the order cannot be located, we will arrange a replacement or refund as soon as possible.

Promotional Discount Codes and Voucher Codes

Promotional discount codes and voucher codes issued for use on www.novomins.com.au must be claimed within 30 days of issue. Each code may only be used once, cannot be combined with other promotional offers, and only one code may be applied per transaction.

Discount and voucher codes cannot be combined with subscribe-and-save pricing, which already includes an automatically applied discount.

Codes or promotions obtained from outside www.novomins.com.au will not be honoured. If a code you received doesn't work or returns an error, contact us at hello@novomins.com.au and we'll check it for you.

Contact Us

Novomins Pty Limited

ABN: 99 664 208 753

Returns and support: hello@novomins.com.au

Website: www.novomins.com.au