Refund policy

1) Australian Consumer Law (ACL)

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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure is not a major failure. Nothing in this policy limits your rights under the ACL.

2) Where we ship

We ship to Australia, New Zealand, the United Kingdom, and the United States. International customers are responsible for local duties and taxes where applicable.

3) Processing times and delivery estimates

Orders are usually packed within 1–2 business days. Delivery time varies by location and carrier. Peak periods, rural addresses, public holidays, and weather events can add time. A tracking email is sent when your order leaves our warehouse.

4) Delays, loss, risk, and address accuracy

Events outside our control

Once we hand your parcel to the carrier, transit delays, missed scans, redirections, and strike or weather disruptions are outside our control. We will assist with enquiries and follow-ups, but we are not responsible for carrier delays. This does not limit your ACL rights.

Address accuracy

Please review your delivery address at checkout. If a parcel is returned due to an incorrect or incomplete address, we can reship once it arrives back. A reship fee may apply.

Authority to leave

If you select authority to leave, risk of loss passes when the carrier marks the parcel as delivered. For parcels requiring a signature, risk passes at the time of signature.

Missing parcels marked delivered

Contact the carrier first with your tracking number, then contact us so we can help escalate.

5) If your order arrives damaged, incorrect, or incomplete

Email support@loomigummies.com within 7 days of delivery with your order number and clear photos of the product and packaging. We will repair, replace, resend, or refund in line with the ACL. Heat-related issues, like melting, are covered—contact us on arrival with photos.

6) Change-of-mind returns

We accept change-of-mind returns for unopened and sealed GLOW jars within 30 days of delivery. For health and safety reasons we cannot accept opened consumables unless required by the ACL. Items must be in resaleable condition with all seals intact. Return postage for change of mind is at your cost. Use a tracked service. Refunds are processed to the original payment method once received and inspected.

7) 12-Week Glow Guarantee (satisfaction promise)

This is our brand guarantee in addition to your ACL rights. It lets you try GLOW with confidence.

What it covers

A refund of the product price of your first jar purchased from our website if, after a fair trial, you do not notice a meaningful change.

Who can claim

  • First-time purchase from our official website by the end customer.

  • One claim per customer and per household address.

  • Applies to GLOW gummies only, not to accessories, gifts, or promotional items.

What you need to do (the fair trial)

  • Use: Take two gummies daily with food for 12 weeks. If you prefer one daily, the trial must run for at least 12 weeks and you must not switch between one and two frequently.

  • Consistency: Aim for daily use. We allow normal life to happen—up to 7 missed days across the 12 weeks is fine.

  • No surface colour in photos: For your “after” photos, avoid surface colour for 48 hours prior. That means no mousse, no spray tan, no body makeup, and no self-tanning drops. If you choose to keep using those during your trial, that is fine, but the photos must be taken without them so we can fairly assess.

The photos we accept

  • Timing: Take photos on Week 0 and Week 12 in natural daylight.

  • Framing: Same area, same spot, same time of day where possible. We recommend cheek and jaw, or inner forearm against white paper.

  • Honest and clear: No filters, no edits, no beauty mode.

  • Date proof: Either visible date in frame (phone lock screen or dated card), or device metadata if requested.

  • Clarity check: If the images are too dark or heavily shadowed, we may ask for a retake so we can fairly assess.

What to send us

  • Order number and full name.

  • Week 0 and Week 12 photos as above.

  • A brief note confirming daily use and whether you used one or two gummies. Our own order history will be checked as well.

  • If asked, a photo of the jar label and batch code.

Timing and how to claim

  • Submit your claim within 14 days of completing Week 12.

  • Email support@loomigummies.com with the items above. We aim to assess within 7 business days.

What we refund

  • We refund the product price of your first jar to your original payment method.

  • Shipping, duties, and taxes are not refunded under this brand guarantee.

  • The guarantee does not apply to repeat purchases, bundles beyond your first jar value, gifts, or promotional items.

Fair use

We reserve the right to refuse the guarantee where there is evidence of abuse, fraudulent claims, or bad-faith behaviour. This does not limit your ACL rights.

Note: The 12-Week Glow Guarantee is a satisfaction policy. Your ACL rights for faulty or not-as-described products apply at all times and are separate to this promise.

8) Faulty products

If your item has a fault or is not of acceptable quality, contact us. Where a return is required we will cover return postage or supply a pre-paid label. Depending on the issue, we will repair, replace, or refund in line with the ACL.

9) Items not eligible for change-of-mind return

  • Opened or unsealed consumables

  • Gift cards

  • Free gifts or samples

  • Final sale items clearly marked as such at checkout

10) Exchanges

To receive an alternative item quickly, request a return (where eligible) and place a new order. We will process your return once received.

11) Subscriptions

You can pause, edit, or cancel a subscription any time before your next charge date in your account portal. If a renewal has been charged and processed, that shipment will proceed and changes apply to the next cycle. Reminder emails are sent before each renewal. By starting a subscription you agree to these terms and our general Terms of Service.

12) How to start any return

  1. Email support@loomgummies.com with your order number and reason.

  2. Wait for approval and instructions. We may request photos to speed things up.

  3. Pack securely and include your order number in the parcel.

  4. Use the supplied label where provided, or a tracked service of your choice for change-of-mind returns.

  5. Keep your lodgement receipt until your refund or replacement is confirmed.

13) Refund method and timing

Refunds are issued to the original payment method once the return is inspected or the claim is approved. Banks and card issuers can take up to 10 business days to post the credit. If you do not see the refund after 15 business days from our approval email, contact us.

14) International returns

For change-of-mind returns from outside Australia, return shipping and any import fees on the return are your responsibility. Faulty items remain covered by the ACL when sold by an Australian entity and we will assist reasonably, which may include a local replacement without return, a pre-paid label, or a refund depending on the case.

15) Proof of purchase

We may request proof of purchase to process refunds or exchanges, such as your order confirmation, packing slip, or a bank statement showing the charge.

16) Storage and safety

Store GLOW sealed, below 25°C, away from direct sunlight. Do not use if the seal is broken on arrival. Contact us for a replacement. Opened product is not eligible for change-of-mind return, but your ACL rights remain.

17) Contact and complaints

Email support@loomigummies.com

Hours: Monday to Friday, 9 am–5 pm AEDT

If we cannot resolve your concern, you can seek advice from your state or territory consumer protection agency or the ACCC.

18) Updates

We may update this policy to reflect changes in law or our processes. The version published at the time you lodge a request applies to that request. This policy is governed by the laws of Australia.