Returns & Refunds

At Repella, we want you to feel confident when shopping with us. If something isn’t right with your order, our customer support team is here to help.

This policy explains our change-of-mind return process as well as your rights under the Australian Consumer Law.

30-Day Change-of-Mind Returns

Changed your mind? We accept eligible change-of-mind returns within 30 days of receiving your order.

To qualify for a change-of-mind return, the product must:

Be unused and unopened
Be in its original condition
Be returned in its original packaging
Include all items and components originally supplied
Be accompanied by proof of purchase

Please contact us before returning your order so we can provide return instructions.

Returns sent to us without first contacting our customer support team may take longer to process.

How to Request a Return

To start a return, contact us at:

Email: shoprepella@gmail.com

Please include:

Your full name
Order number
Email address used to place the order
Product you wish to return
Reason for the return

Our team will review your request and provide the appropriate next steps.

Change-of-Mind Return Shipping

For approved change-of-mind returns, the customer is responsible for the cost of returning the product to us.

We recommend using a tracked shipping service when returning your order, as Repella cannot be responsible for change-of-mind returns that are lost during return transit before reaching us.

The customer remains responsible for ensuring the product is packaged appropriately for return.

Faulty, Damaged or Incorrect Products

If your product arrives:

Damaged
Faulty
Defective
Incorrect
Missing items

please contact us as soon as reasonably possible.

Include your order number, a description of the issue and, where available, clear photographs showing the product and packaging.

We will review the issue and provide an appropriate remedy in accordance with your rights under Australian Consumer Law.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the circumstances and whether a problem is considered major or minor, you may be entitled to a repair, replacement, refund or another remedy available under Australian Consumer Law.

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded.

Our 30-day change-of-mind policy is an additional benefit and does not limit your statutory consumer rights.

Major Problems With a Product

Where a product has a major problem under Australian Consumer Law, you may be entitled to choose between a refund or replacement where applicable.

Examples may include circumstances where the product:

Is significantly different from its description
Is substantially unfit for its normal purpose and cannot easily be fixed
Is unsafe
Has a problem that would have stopped a reasonable consumer from purchasing it had they known about it beforehand

Your rights will depend on the individual circumstances.

Minor Problems

Where a product has a minor problem, we may be entitled to provide an appropriate remedy in accordance with Australian Consumer Law.

If the problem cannot be remedied within a reasonable time, additional consumer remedies may become available.

Products Damaged Through Misuse

Consumer guarantees may not apply where the problem was caused by misuse, abnormal use or damage occurring after delivery that was not caused by a defect in the product.

This does not affect any rights you may otherwise have under Australian Consumer Law.

Change of Mind

Australian Consumer Law does not generally require a business to provide a refund simply because a customer:

Changed their mind
No longer wants the product
Found the product cheaper elsewhere
Ordered the wrong product

However, Repella voluntarily provides eligible customers with our 30-day change-of-mind return policy, subject to the conditions stated above.

Return Inspection

Once your return has been received, we will inspect the product and confirm whether the return meets the applicable return conditions.

For change-of-mind returns, products that have been opened, used, damaged after delivery, or returned without the original packaging may not qualify for a refund.

This limitation does not apply where doing so would conflict with your rights under Australian Consumer Law.

Refunds

Once an eligible return has been approved, your refund will be issued to your original payment method.

Please allow time for your bank, card provider or payment provider to process the refund after it has been issued.

Processing times vary between financial institutions and are outside Repella’s control.

Original Shipping Charges

Because Repella offers free standard shipping Australia-wide, there is generally no standard outbound shipping charge to refund.

If you purchased an optional paid shipping service, any refund of that shipping cost will depend on the circumstances of the return and your applicable consumer rights.

Exchanges

If you would like to exchange an eligible product, please contact our customer support team.

Exchange availability may depend on current stock.

For faulty or defective products, your rights under Australian Consumer Law continue to apply regardless of this exchange process.

Sale & Promotional Items

Products purchased during a sale or promotion may still qualify for our change-of-mind policy if they meet the conditions outlined above, unless a specific promotion clearly states otherwise.

Your rights under Australian Consumer Law apply regardless of whether an item was purchased at full price or on sale.

Cancelling an Order

If you need to cancel your order, please contact us as soon as possible after placing it.

We will do our best to help, but we cannot guarantee cancellation once an order has been processed or dispatched.

If the order has already been dispatched, you may need to wait until it arrives and follow our applicable return process.

Return Address

Please do not send products back without contacting us first.

Our customer support team will provide the appropriate return address and instructions after reviewing your request.

Need Help?

If you have questions about a return, refund or problem with your order, please contact us.