Returns Policy

What are Black Chicken Remedies Online Returns Policies?

We want to make your online shopping experience as simple as possible and make every effort to ensure that your purchase arrives to you in perfect condition. Should you experience a problem with your order, please contact us at support@blackchicken.com.au and we will do our utmost to resolve any issue.

Please note: Only items purchased on the Black Chicken Remedies website can be returned to us for store credit or exchange. If you have purchased an item from a stockist, please refer to their store policies and contact them directly.

Skin sensitivities or allergic reactions:

We do not accept returns or issue refunds for products that have been opened and are considered to be the cause for any skin reactions. Individual skin sensitivities or allergies to an ingredient cannot be predicted by us. We include the full list of ingredients on our website for each product, so please read these carefully. Different skin types and skin conditions may react differently to our products. We are very happy to answer any questions about our products if you need advice so please email or talk to us via Live Chat.

If you have a history of sensitive skin or allergic reactions, please patch test any product you purchase on a small area inside your wrist for 2-3 days prior to using. Skin chemistry varies from person to person. Black Chicken Remedies cannot guarantee that customers will not experience skin reactions and cannot be held responsible should any occur. If your skin becomes irritated or shows signs of an allergic reaction, stop using the product immediately.

I received the wrong items:

Incorrect Items: Please contact us within 7 days via support@blackchicken.com.au if you received the wrong products with your order. Please ensure you include photographs and or videos with your email. Our friendly Customer Service team will work with you for a successful outcome.

I received a damaged/faulty product:

Faulty/Damaged Products: Please contact us within 7 days via support@blackchicken.com.au if your item is broken or malfunctioning. Please ensure you include photographs and or videos with your email. Our friendly Customer Service team will work with you for a successful outcome.

Items were missing from my package:

I didn’t receive something I ordered: For anything missing from your order please email us photographs of the box it arrived in and damages to the box within 7 days to support@blackchicken.com.au

Delayed or Lost in transit order:

What happens if my package is delayed or stuck in transit? Track your parcel with Australia Post:

1. You'll find your tracking number in your shipment confirmation email titled A shipment from (your order number) is on the way
2. You can click on the tracking number which will take you through to Australia Post's tracking portal or you can enter the number here: http://auspost.com.au/track/track.html For parcel enquiries you can also contact Australia Post directly on 137 678
3. If you have been through these processes and still cannot locate your parcel, please email us at support@blackchicken.com.au. If your package has been 'stuck in transit' for longer than expected please let us know so we can lodge a 'missing package investigation' with Australia Post. Every missing package will be assigned a unique case number by Australia Post and can take up to 2-4 weeks to locate.

Returned to sender:

If there was an issue with your delivery due to an incorrect or incomplete address, or you did not collect from your local Post Office the item will usually be returned to us. To have this package resent to the correct address upon arrival to the Black Chicken Remedies Warehouse, there will be a $9.96 reshipping fee for Domestic Orders or $25 for International Orders as AusPost charge a $9.56 return-to-sender fee plus the reshipping cost.

Should you wish to cancel your order once it has been returned to our warehouse, we can either provide a Store Credit for the full amount you paid or a refund to your original payment method less a $12.50 Handling Fee.

I changed my mind:

Change of Mind: We do not provide a refund if you simply change your mind on an item, so please choose carefully.

If you'd like to confirm whether your return will be eligible for free return shipping, please contact our customer service team directly. Unfortunately, we are not able to cover return postage fees on all return types.

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. For hygiene and safety reasons, we cannot refund or accept returns on used or opened items.

* Exclusions: Please choose carefully as we do not offer an exchange or refund on the items listed below unless the item is faulty, significantly different from what was shown or where otherwise required by law;

1. Products that have been opened or used
2. Gift with purchase items
3. Limited edition items, free gifts, special promotions and samples

Australian consumer guarantees: Our products come with the consumer guarantees found in the Australian Consumer Law which cannot be excluded, including guarantees that the products will be of acceptable quality.

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