Refunds and Exchanges

In accordance with Australian consumer law INSTINKS does not accept exchanges or refunds in the following situations:

• changed your mind (for example no longer require the product or ordered too many of a particular product)
• ordered the wrong item (for example the product you purchased from INSTINKS was too large or small for your needs)
• found the goods cheaper elsewhere
• were aware of the relevant fault before buying the goods (for example sample stock or end of line stock)
• damaged the goods by misusing them .
• as a result of any delays by a courier or Australia post

INSTINKS ask that you choose carefully and we offer samplepacks to allow for you to test our products prior to placing a large order.

What is the product is faulty or incorrectly delivered?
We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem.

Returns will be accepted for products purchased online if they are faulty or the products delivered do not match your order. All claims for faulty or incorrectly delivered items must be received within 5 days from date of dispatch.

INSTINKS may ask you to provide further information or photographs via email to help us assess your situation and to help resolve the issue as fast as possible.

All online purchases claimed as faulty will need to be sent back to INSTINKS for an official assessment by the INSTINKS product development team.

How long will it take to get a refund if approved?
Once your goods have been received by INSTINKS, please allow up to 5 working days for your refund to be processed back to your account. Your receipt of your refund will depend on the period of time it takes your financial institution to finalise the refund.