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).

Topical Trial Pack - Return and Refund Policy

The following terms apply specifically to our Topical Trial Pack (also referred to as the "Free Trial Pack"). These terms operate in addition to, and should be read alongside, Section 10 of our Terms of Service. These supersede our regular return and refund policy for customers who order our Topical Trial Pack, and when relevant, subsequent orders from a customer who has previously purchased our Topical Trial Pack

1. Shipping and handling fee is non-refundable

The shipping and handling fee paid for a Topical Trial Pack (currently $14.95 AUD, subject to change) is non-refundable once the order has been dispatched from our warehouse. This fee covers the cost of shipping, packaging materials, order handling, and associated staff labour - all of which are incurred at the point of dispatch, regardless of whether the Trial Pack is ultimately used by the customer.

If you choose to cancel your Trial Pack order prior to dispatch, you may request a full refund of the shipping and handling fee by contacting our support team at support@shopchronic.com.au. Once the order has been dispatched, the fee is not refundable.

2. Trial Pack products are not eligible for return

Because the products included in the Topical Trial Pack are provided free of charge, they are not eligible for return or refund under our standard returns policy. This includes circumstances where:

• The customer no longer wants the products;
• The customer has changed their mind;
• The customer does not like the scent, texture, or feel of the products;
• The customer did not experience the results they expected.

The Trial Pack is designed to allow customers to sample our products before committing to a full-sized purchase. The act of purchasing a Trial Pack is acknowledgment that the customer has chosen to test the products, and no refund is owed in respect of the products themselves.

3. Faulty, damaged, or adverse reaction exceptions

Notwithstanding the above, we will provide a refund or replacement for a Topical Trial Pack in the following circumstances:

(a) Faulty products: If a product within the Trial Pack is received faulty or not fit for its intended purpose.

(b) Products damaged in transit: If a product within the Trial Pack arrives visibly damaged due to handling during shipping. Photographic evidence of the damage must be provided within 14 days of delivery.

(c) Allergic reaction: If the customer experiences an adverse allergic reaction to a product within the Trial Pack. The customer must provide reasonable evidence of the reaction (such as photographs or a medical note), and must have performed a patch test in accordance with Section 10.9 of our Terms of Service before broader application.

Claims under (a), (b), or (c) must be made within 30 days of delivery by contacting support@shopchronic.com.au with the relevant evidence. Resolution will be provided at our discretion and may take the form of a replacement product, store credit, or refund of the shipping and handling fee.

4. Exclusion from the 60-day money-back guarantee

Any subsequent purchases made by a customer after receiving a Topical Trial Pack are not eligible for our standard 60-day money-back guarantee. This is because the Trial Pack has already provided the customer with the opportunity to test our products before committing to a full-sized purchase.

The exceptions to this exclusion remain:

• Products received faulty or not fit for purpose;
• Products physically damaged in transit; or
• Documented allergic reactions to the product.

In these circumstances, standard consumer guarantees under the Australian Consumer Law continue to apply.

5. Chargebacks and disputed transactions

We reserve the right to dispute any chargeback or payment reversal initiated by a customer in respect of a Topical Trial Pack where the customer has received the products and the dispute falls outside the exceptions in clause 3 above. Initiating a chargeback in circumstances where no legitimate refund is owed is a breach of these Terms, and may result in the customer being blocked from placing further orders with Chronic Australia.

If you have a concern about your Trial Pack order, we ask that you contact our support team at support@shopchronic.com.au in the first instance, so we have the opportunity to resolve the issue directly.

6. Cancellation prior to dispatch

If you wish to cancel your Trial Pack order before it has been dispatched, please contact support@shopchronic.com.au as soon as possible. We dispatch Trial Pack orders within one business day of payment being received, so cancellation requests received after this window may not be actionable.

Where cancellation is successfully processed prior to dispatch, the full shipping and handling fee will be refunded to the original payment method within 5-10 business days.

7. Returns of undeliverable Trial Packs

If a Topical Trial Pack is returned to us undelivered due to an incorrect shipping address, failed delivery attempts, or refusal of delivery by the customer:

• The shipping and handling fee will not be refunded;
• Re-shipment to a corrected address will incur an additional $14.95 shipping and handling fee;
• If the customer does not wish to have the order re-shipped, no refund will be provided. 

8. Consumer guarantees under Australian law

Nothing in this policy is intended to exclude, restrict, or modify any right or remedy available to consumers under the Australian Consumer Law or any other applicable law which cannot lawfully be excluded. Where such rights apply, they continue to apply in addition to the terms set out above.

Contact

All enquiries relating to returns, refunds, or disputes should be directed to: support@shopchronic.com.au 

Please include your order number, the date of purchase, and any relevant photographic or supporting evidence with your enquiry.

Last updated: 17/04/2026