Refund policy

Urthkind Pty Ltd — Returns, Refunds & Cancellations

We want you to love what you ordered. If something’s not right, we’re here to help.

1. Who This Policy Covers

This policy covers all products purchased through the Urthkind online store at www.urthkind.com.au (our Products).

By shopping with us, you agree to the terms set out below.

If you’ve got a question that isn’t answered here, our support team is always happy to help at support@urthkind.com.

2. Not Happy? Our 30-Day Money-Back Guarantee

We stand behind everything we sell.

That’s why eligible purchases are covered by our 30-Day Money-Back Guarantee.

If you’re not completely satisfied with an eligible product for any reason, you can request a full refund within 30 days of your purchase date.

Full details of which products qualify and how to make a claim are outlined in our 30-Day Money-Back Guarantee Policy.

Please review that policy before submitting your claim to make sure your product is eligible.

3. Changed Your Mind? Here’s What to Do

If your purchase isn’t covered by our 30-Day Money-Back Guarantee but you’ve had a change of heart, we still want to work something out.

In addition to your rights under the Australian Consumer Law (covered in Section 4), we may be able to offer you a refund, exchange, or store credit at our discretion.

Step 1 — Get in Touch With Us

Send an email to support@urthkind.com within 30 days of your purchase date.

Your email needs to include:

Your full name and contact number.
Your order number and email address used for the order.
A valid proof of purchase.
Your preferred outcome: refund, replacement product, or store credit.

Step 2 — Send the Product Back to Us

Products being returned under a change-of-mind request must be:

Unopened and unused.
In their original packaging.
In a condition suitable for resale.

Return Address:

support@urthkind.com

We strongly recommend sending your return via tracked post or registered courier.

Please also share your tracking details with us so we can monitor the return.

A Few Important Things to Keep in Mind

Incomplete or unclear claims will not be processed.
It is your responsibility to provide proof of purchase.
Return postage costs are your responsibility.
Returned items that do not meet the conditions may be sent back at your expense.
We reserve the right to verify claims and decline unusual or excessive returns.
Refunds or credits may be adjusted to account for original shipping costs covered by us.

What Happens Once We Receive Your Return?

Resolution Type	What Happens
Refund	Full amount returned to your original payment method.
Replacement Product	Replacement product of equal value shipped at our cost.
Store Credit	Unique discount code equal to the product value.

4. Your Rights Under Australian Consumer Law

Nothing in this policy overrides or limits your rights under the Australian Consumer Law (ACL).

If a product is faulty, unsafe, significantly different from what was described, or not fit for purpose, you may be entitled to a refund, replacement, or compensation.

Major vs Minor Faults

Fault Type	Resolution
Major Fault	Customer may choose a full refund or replacement.
Minor Fault	We may offer a repair instead of replacement or refund.

Products showing normal wear and tear, misuse, neglect, or improper handling are not considered faulty.

5. Returning a Faulty Product — What to Do

If you believe your product has a defect, contact us as soon as possible.

Email support@urthkind.com with your order details and proof of purchase.
Include photos or videos showing the fault if possible.
Our support team will review the issue and advise next steps.
Where approved, we’ll arrange return shipping at our expense.

Return Address:

support@urthkind.com

Please package returned products securely to avoid transit damage.

6. Resolutions for Faulty Products

Once we’ve assessed and confirmed the fault, we’ll arrange one of the following:

Refund — Returned to your original payment method.
Replacement — Sent at no cost to you.
Store Credit — Credit code equal to the purchase value.

During busy promotional periods, there may be slight delays in processing.

7. Cancellations & Changes to Your Order

Need to make changes or cancel your order? Contact us as soon as possible at support@urthkind.com.

While we’ll do our best to help, changes cannot be guaranteed once an order has been processed or dispatched.

Changes we may be able to help with include:

Updating delivery address or contact details.
Swapping product sizes or variants.
Adding or removing items.
Applying a promotional code.
Cancelling the order entirely.

Subscription customers can also cancel, pause, reschedule, or update recurring orders before the next billing date through their account.

8. Questions? We’re Here.

If anything in this policy is unclear or you need help with your situation, please contact our support team.

Email: support@urthkind.com

For broader information about your rights as a consumer in Australia, visit www.consumerlaw.gov.au.