Returns & refunds

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. The change-of-mind policy below is offered in addition to them.

Change of mind — 30 days

If you simply change your mind, you can return an item within 30 days of delivery provided it is unopened, unused and with its seal intact. Return postage is at your cost, and we refund the purchase price once the item arrives back with us in resalable condition. Original shipping is not refunded on change-of-mind returns.

For food safety reasons we cannot accept a change-of-mind return once a tub has been opened or its seal broken. This does not affect your rights if the product is faulty.

Faulty, damaged or wrong item

If something arrives damaged, is not what you ordered, or has a problem with the product itself, email us within a reasonable time with your order number and a photo. We will arrange a replacement or refund at our cost, including return postage. You do not need to return an opened tub before we sort it out.

How to start a return

• Email admin@10xconditioning.com with your order number and what went wrong.
• We reply within one business day with a return address and instructions.
• Refunds go back to your original payment method. Card refunds usually appear within 3–5 business days once processed, depending on your bank.

Cancelling an order

If your order has not been dispatched yet, email us and we will cancel it and refund you in full. Once it is with the carrier it has to be handled as a return.

Batch and quality concerns

If a product arrives past its best-before, with a broken seal, or looks wrong for the batch, tell us. We refund or replace in full regardless of whether the tub is open, and we raise it with the brand's distributor. Concerns about the formulation itself are the manufacturer's to answer — we will put you in touch rather than speak for them.