Refund policy

Returns & Refunds

At FEROX we want you to love what you put on your skin. Every product is made in small batches from grass-fed, regeneratively raised tallow, and we stand behind its quality. If something isn't right, we're here to help.

Please read this policy alongside our Terms of Service. Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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 product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.

This policy operates in addition to those rights.

Change of mind

We understand tallow-based skincare is new to many people. If you change your mind, you may return an item for a refund or store credit within 14 days of purchase, provided the item is:

unused and unopened, and
in its original, resalable condition and packaging.

Because of the natural, single-ingredient nature of our products and for health and hygiene reasons, we cannot accept change-of-mind returns on items that have been used or opened.

For change-of-mind returns:

Original shipping costs are non-refundable.
Return postage is paid by you and arranged at the time of return.
We recommend a tracked service, as we can't be responsible for items lost in transit back to us.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or you've received the wrong item, please contact us within 7 days of delivery with:

your order number, and
a photo clearly showing the issue (and the packaging, if it was damaged in transit).

Where a product has a fault, we will provide a replacement, refund or repair in line with your Australian Consumer Law rights. If there is a major failure, you may choose between a refund or a replacement. Return postage for faulty or incorrect items is at our expense.

Non-returnable items

Unless faulty, we are unable to accept returns on:

opened or used products,
gift cards, and
sale or promotional items marked as final sale.

How to start a return

Please contact our team at hello@ferox.com.au before sending anything back. Include your order number and the reason for your return, and we'll guide you through the next steps. Returns sent without contacting us first may be delayed.

Refunds

Once we receive and inspect your return, we'll let you know whether your refund is approved. Approved refunds are processed to your original payment method within 5 business days, though your bank or card provider may take a little longer to show the funds. Store credit, where chosen, is issued as soon as your return is approved.

Exchanges

The fastest way to exchange an item is to contact us at hello@ferox.com.au. Depending on stock, we'll either arrange an exchange or issue a refund or store credit so you can reorder.