Refund policy

Order Cancellation and Returns

1. Unless otherwise provided for under these Terms or required by law no cancellations or changes to Orders will be accepted once the order has been placed. You are responsible for ensuring that your Order is accurate before submitting it, including the delivery address. 

2. Any Product you purchase can only be returned in accordance with these Terms and your rights under applicable consumer laws. 

3. Where an Order includes multiple Products, we may deliver the Order in instalments or in separate shipments where necessary.

4. We are not responsible for delays, failed deliveries or additional costs arising from incorrect delivery details provided with an Order.

5. You should inspect the Products as soon as reasonably practicable after delivery and notify us promptly of any damage, defect or discrepancy.

6. If you are dissatisfied with your Order due to a legitimate reason such as:
a) the Product was missing items;
b) the Product was damaged; or
c) the Product did not arrive,
we will offer an appropriate remedy in accordance with applicable law. Depending on the circumstances, we may determine the appropriate remedy, which may include a replacement, or full or partial refund of the Price, or store credit. 

7. To assist us in resolving your request promptly, you should contact customer service at hello@softpause.com.au within 7 days of receiving your Order if you believe a Product is faulty, damaged or incorrect. Prompt notification assists processing but does not limit any rights you may have under applicable law.

8. No change of mind refunds will be given. 

9. For hygiene reasons, change of mind returns are not accepted for opened, used or unsealed personal care or skin-applied Products, unless required by law.

10 Where refund is approved, it will be processed to the original payment method that was used for the Order.