Refund policy
Last updated: 25 August 2026
1. Your rights under Australian Consumer Law
Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL). Regardless of any other term in this policy, if a product you buy from COULEI has a problem covered by the consumer guarantees, for example, it is faulty, damaged, unsafe, or significantly different from how it was described, you are entitled to a remedy. For minor problems, we may choose to repair, replace, or refund. For major problems, you are entitled to choose between a refund and a replacement.
2. Change of mind
We do not accept returns or offer refunds for change of mind. Because our products are skincare items, we're unable to accept returns of opened or used products for hygiene and safety reasons once you've simply changed your mind. Please review product descriptions and ingredients carefully before ordering, or contact us at contact@coulei.com.au if you have any questions before purchasing.
3. When we will offer a remedy
We will offer a replacement or refund if your order arrives:
- faulty: for example, damaged packaging that has affected the product, a broken pump or seal, or a product that doesn't match its description;
- damaged in transit; or
- incorrect: you received the wrong product or a product is missing from your order.
If you receive an item with one of these issues, please contact us as soon as you notice the problem. We ask that you get in touch within 3 days of delivery for damage or incorrect items that are obvious on arrival. For faults that only become apparent after use, please contact us as soon as you notice the issue.
4. How to make a claim
Email us at contact@coulei.com.au with:
- your order number;
- a description of the issue; and
- clear photos of the faulty, damaged, or incorrect product (and its packaging, if relevant).
5. What happens next
Once we've reviewed your claim and confirmed it's eligible, what happens next depends on where your order was delivered:
Australia and New Zealand: We'll email you a prepaid return shipping label so you can send the faulty, damaged, or incorrect item back to us at no cost to you. Once we receive the returned item, we'll send out your replacement as soon as possible.
All other international orders: Based on the photos you've provided, we'll send out your replacement directly, you won't need to return the original item.
In either case, if a replacement isn't available (for example, the product is out of stock or discontinued), or a refund is the more appropriate remedy for the issue, we'll issue a refund instead.
6. Refunds
Where a refund is issued, it will be paid back to your original payment method (the card, PayPal, or other method used at checkout). Once we process the refund, it can take 5–10 business days to appear in your account, depending on your bank or card provider.
7. Non-returnable items
Gift cards are non-returnable and non-refundable.
8. No restocking fees
We don't charge a restocking fee on any approved return.
9. International orders
If your order arrives faulty, damaged, or incorrect, you're entitled to the same remedy no matter where you're located. Prepaid return shipping labels are provided for orders delivered within Australia and New Zealand. For orders delivered elsewhere, we resolve claims from the photos you provide and send your replacement (or issue a refund, where applicable) without requiring the original item to be returned - see Section 5 for details.
10. Changes to this policy
We may update this Returns & Refunds Policy from time to time. Any changes will be posted on this page with a revised "Last updated" date.
11. Contact us
If you have any questions about a return, refund, or a problem with your order, please contact us at:
Email: contact@coulei.com.au
