At Naturoma, we want you to be fully satisfied with your purchase. If you’re not happy, we’re here to help.
1. Returns Eligibility
We accept returns within 7 days of the delivery date, under the following conditions:
- The item must be unused, unopened, and in its original packaging
- A valid proof of purchase (receipt or order confirmation) is required
- The item must not be a clearance, final sale, or customized product
- Customers are responsible for shipping the product back to us at their own cost unless the return is due to our error (e.g., damaged or incorrect item)
2. Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
- Opened gel air fresheners or used candles
- Products damaged due to misuse or improper storage
- Gift cards or promotional giveaways
3. Damaged or Incorrect Items
If your order arrives damaged or incorrect, please notify us within 7 days of delivery. Include:
- Your order number
- Clear photos of the item and packaging
We’ll arrange a replacement as quickly as possible.
4. Refund Process
Once your return is received and inspected:
- We’ll email you to confirm receipt and let you know if your refund is approved
- If approved, a refund will be processed to your original payment method
- Please allow 5–10 business days for the refund to reflect, depending on your bank or card provider
5. Return Shipping
- Customers are responsible for return shipping costs
- We recommend using a trackable shipping method and keeping your receipt
- In case of incorrect or damaged products, we will cover return shipping costs
6. How to Start a Return
To begin the return process, contact our support team:
📧 Email: Sales @ firstoneaustralia.com.au
📞 Phone: +61 2 9723 8820
📍 Address:
First One Australia Pty Ltd
17–23 Chadderton St
Lansvale NSW 2166
Australia