Returns & refunds

Pre-order changes

Need to cancel or change a pre-order before it ships? Email us any time before dispatch for a full refund or adjustment — see our FAQ for details. The policies below apply once an order has been delivered.

Faulty or damaged products

If your order arrives damaged, leaking, or not as described, contact us within 48 hours of delivery with your order details and clear photos. We'll work with you on a replacement or refund, in line with Australian Consumer Law.

Change of mind

For hygiene reasons, we cannot accept returns of opened skincare unless there is a fault. Unopened items in original packaging may be eligible for a return within 14 days of delivery — contact us first with your order number. Return postage is generally the responsibility of the customer unless we agree otherwise.

Refunds

Approved refunds are processed to your original payment method. Timing can depend on your bank or card issuer.

Start a return: rawtallow@gmail.com