Refund policy

60-day Money-Back Guarantee policy
We have complete confidence in the quality of our products and firmly believe that you will be more than delighted with your purchase. However, we understand that sometimes things may not go as planned... That's why we offer our 60 day money-back guarantee; so you can try our products risk-free!

Simply send us an email at support@shopchronic.com.au and we'll take care of everything for you. We'll promptly process any necessary returns and a refund for the full purchase price, which will be credited back via direct bank deposit. Your satisfaction is our highest priority, and we'll ensure that you're a happy customer!

Please note that this guarantee is NOT available for items bought on a subscription (with the exception of the first purchase). If multiples of the same item are purchased, we will process a return for any unopened products. If you have opened and used multiple of the same product, only one of each opened product will be eligible for a refund. Our products are designed to provide results from the first container - if you're re-purchasing the same item multiple times, our money-back guarantee may be voided for the additional items, at our discretion (pending a quality assessment, etc.)

Items that are included as 'Bonuses' or 'Free Rewards' will not be eligible for a refund under this policy. For orders that include a 'Free' or 'Bonus' item, the appropriate amount will be deducted from the refund amount (ie. the product's full RRP, or otherwise if the order is discounted, the RRP of the item with the same Order discount rate applied). 'Free' or 'Bonus' items may be removed from the cart prior to purchase if you anticipate that you may exercise our 60-day money-back guarantee and expect a refund for the 'entire amount'.

This policy is only valid to be claimed once per customer.

Any additional costs for shipping are also not refundable under this policy. The 60-day period will commence at the time of fulfilment, according to our internal records (which is synced with Australia Post and other relevant delivery services). You can find the fulfilment dates of your orders through the "Order History" section in your Account page.

Regular Returns
At Chronic, we have a 60-day return policy, which means you have 60 days after receiving your item to request a return. You’ll need to provide your order number, order details and proof of purchase.

If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Unless otherwise agreed upon, any associated shipping or fulfilment costs for returns are expected to be paid by the customer.

To request a return, or if you have any other questions, you can always contact us at support@shopchronic.com.au


Damages and issues
Please inspect your order upon its arrival and contact us immediately if the item is defective, damaged or if you have received the wrong item, so that we can evaluate the issue and organise an appropriate resolution.

If order is sent to the incorrect address
As a customer, you are responsible for the shipping address you enter at checkout. If our system flags an error in your shipping address, we will make our best efforts to amend the address to the highest likelihood correct address prior to shipping.

If a parcel arrives to the incorrect address, we will investigate the probable cause of the issue. If it is determined that the shipping address was entered incorrectly at checkout, you acknowledge that is it your fault as a customer, and are responsible for any associated costs with retrieving the parcel.
If it is determined to be our fault as a sender, we will re-ship your entire order as soon as possible, with no additional cost to you. If ordered items are no longer in stock at the time of re-shipping, you will be eligible for a refund.
If it is determined to be the fault of a courier company, we will contact them directly to escalate an investigation on their end, and contact you with potential options and solutions.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gasses. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on clearance items, free bonus items, or gift cards.

Exchanges
The fastest way to ensure that you get what you want, is to return the item that you have; once the return is accepted, we'll ship a replacement item(s) to you!

Return & refund policy
We will notify you once we’ve received and inspected your return, and inform you if it qualifies for a refund. If approved, you’ll be automatically refunded via direct bank deposit (or an alternate refund method, at our discretion) within 15 business days. Please keep in mind that it can take some time for your bank or credit card company to process and pay the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us.


European Union 14-Day cooling off period
Notwithstanding the above, if our products have been purchased from, and shipped to any countries within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the order number, proof of purchase, and any other required details (upon request).