Returns, Refunds & Exchanges Policy
Last updated: 13 October 2026
We want you to feel confident purchasing from Soilz Alive. If there is a problem with your order, please contact us and we’ll do our best to make things right.
This policy applies to products purchased directly from the Soilz Alive website.
Your rights under Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a replacement, refund or another remedy if a product:
is faulty, damaged or unsafe
is significantly different from its description
is not of acceptable quality
is not fit for its usual purpose or a purpose you discussed with us before purchasing
Nothing in this policy limits or excludes your rights under the Australian Consumer Law. The conditions and timeframes stated below for change-of-mind returns do not apply to products that fail to meet a consumer guarantee.
Change-of-mind returns
In addition to your rights under the Australian Consumer Law, we accept change-of-mind returns within 14 days of delivery.
To qualify for a change-of-mind return:
the product must be unopened, unused and in its original sealed packaging
the product must be in a condition suitable for resale
you must provide proof of purchase from Soilz Alive
you must contact us before returning the product
Customers are responsible for return postage for change-of-mind returns. Original delivery charges and return postage costs are not refundable.
We cannot accept change-of-mind returns for opened products or clearance items. These conditions do not apply where a product is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee.
Faulty or defective products
The 14-day return window and unopened-product requirement do not apply to faulty or defective products.
If you believe your product is faulty or does not meet a consumer guarantee, please contact us with:
your name and order number
a description of the issue
clear photographs of the product and packaging, where possible
We may ask you to return the product so we can assess the issue. A faulty product does not need to be unopened or in its original packaging.
If the product has a major problem, you may choose a refund or replacement. If the problem is minor, we will provide an appropriate remedy within a reasonable time in accordance with the Australian Consumer Law.
For products that can be easily posted, you may initially be asked to cover the return postage. If the product is confirmed to be faulty, Soilz Alive will reimburse your reasonable return postage costs. Please keep your postage receipt.
Damaged or incorrect orders
If your order arrives damaged or you receive the wrong product, please contact us as soon as possible—ideally within seven days of delivery.
Please include your order number and photographs of the product, packaging and shipping label where possible. We will assess the issue and arrange an appropriate replacement, refund or other remedy.
The suggested seven-day notification period helps us investigate delivery issues promptly. It does not limit your rights under the Australian Consumer Law.
How to request a return
Before sending anything back, email us at hello@soilzalive.com.au with your order number and the reason for your return.
If the return is accepted, we will provide the return address and instructions. Please do not send products back without contacting us first.
For change-of-mind returns, we recommend using a trackable postage service. Soilz Alive is not responsible for change-of-mind returns that are lost or damaged in transit before reaching us.
Refunds
Once an eligible return has been received, assessed and approved, we will process the refund to the original payment method within eight days.
Your bank or payment provider may take additional time to make the funds available after we have processed the refund.
For approved change-of-mind returns, the refund will cover the purchase price of the returned product only. Original delivery charges and return postage costs are not refundable.
Where a refund or reimbursement is required under the Australian Consumer Law, it will be provided in accordance with those rights.
Exchanges
We accept change-of-mind exchanges within 14 days of delivery when the product is unopened, unused, in its original sealed packaging and suitable for resale.
Exchanges are subject to product availability. Customers are responsible for return postage and any new delivery charges for change-of-mind exchanges.
These postage charges and product-condition requirements do not apply where Soilz Alive is responsible for providing a remedy for a faulty, damaged or incorrect product.
Purchases from stockists
If you purchased Soilz Alive from one of our stockists, please contact that retailer directly. The retailer that sold you the product is responsible for providing any remedy available under the Australian Consumer Law.
Contact us
For return, refund or exchange enquiries, contact:
Soilz Alive
Email: hello@soilzalive.com.au
Website: www.soilzalive.com.au