Online Shop Shipping & Returns Policy
At All Pure Cleaning, we want your online shopping experience to be smooth, simple and as stress-free as possible, because life is messy enough without a confusing returns policy.
This Shipping & Returns Policy applies to purchases made through our online shop at All Pure Cleaning.
Shipping Policy
Where we ship
We currently ship orders within Australia only.
At this stage, we do not offer international shipping.
Shipping providers
We ship all orders using Australia Post.
Order processing times
We aim to pack orders within 48 hours of receiving them and dispatch orders within 72 business hours, wherever possible.
Please note that dispatch times may vary during busy periods, public holidays, sales, supplier delays or circumstances outside our control. We'll always do our best to get your goodies on their way as quickly as possible.
Delivery timeframes
Once your order has been dispatched, delivery timeframes will depend on Australia Post.
You will receive tracking details by email once your order has been sent, so you can follow your parcel's journey. We cannot guarantee exact delivery dates, as delivery times are managed by Australia Post.
Shipping delays
Occasionally, shipping delays may occur due to high parcel volumes, weather events, public holidays or other circumstances outside our control.
If your parcel appears to be taking longer than expected, please contact us at contact@allpurecleaning.com.au and we can help look into it.
Tracking your order
Once your order has been dispatched, you will receive a tracking link via email.
Please allow a little time for tracking information to update after your parcel has been collected or lodged.
Authority to leave
If you select or request authority to leave, your parcel may be left in a safe place at your delivery address.
Please note that if you choose authority to leave, All Pure Cleaning is not responsible for parcels that are lost, stolen or damaged after they have been marked as delivered by Australia Post.
Incorrect or incomplete delivery addresses
Please double check your shipping details before placing your order.
If an incorrect or incomplete address is provided and the parcel is returned to us, we can resend the order, however the customer will be responsible for paying the additional postage cost.
If an order is delivered to an incorrect address due to details entered incorrectly at checkout, we are unable to replace or refund the order.
Combining orders or changing shipping details
Once an order has been placed, we may not be able to make changes, combine orders or refund shipping charges.
If you notice an issue with your order details, please contact us as soon as possible at contact@allpurecleaning.com.au and we'll do our best to help before the order is processed.
Returns Policy
Change-of-mind returns
We want you to love your order, but we understand that sometimes you may change your mind.
We accept change-of-mind returns within 30 days of receiving your order, provided the item is:
- unused;
- unopened;
- in its original packaging;
- in a resaleable condition; and
- accompanied by proof of purchase.
For change-of-mind returns, the customer is responsible for the cost of return postage.
Original shipping costs are not refundable for change-of-mind returns.
How to request a return
Before returning an item, please contact us.
Please include:
- your full name;
- order number;
- the item you would like to return;
- the reason for the return; and
- photos if relevant.
We will then provide you with instructions and a return address for sending your item back.
Please do not send items back without contacting us first, as this may delay your return being processed. We need everything to arrive in the right place - not go on a little Australia Post adventure of its own.
Return postage
For change-of-mind returns, the customer is responsible for paying return postage.
We recommend using a tracked postage service, as we cannot process your return if the item does not arrive back to us.
Refunds for approved returns
Once your returned item has been received and inspected, we will notify you whether your return has been approved.
If approved, your refund will be processed back to your original payment method. Please allow 5-10 business days for your bank or payment provider to process the refund. If a refund to your original payment method is not possible, we will offer store credit to the value of your refund instead.
Store credit
In some cases, we may offer store credit instead of a refund, depending on the circumstances and your preference.
This does not affect your rights under Australian Consumer Law.
Items That Cannot Be Returned for Change of Mind
For hygiene, safety and quality reasons, we cannot accept change-of-mind returns for:
- opened or used products;
- items not in their original packaging;
- items that are damaged after delivery due to misuse or lack of care;
- gift cards or vouchers;
- digital products, downloads or eBooks, once accessed or delivered;
- clearance or final sale items, unless faulty; and
- any product that cannot be resold for hygiene or safety reasons.
This does not limit your rights under Australian Consumer Law if an item is faulty, damaged, unsafe, incorrectly described or otherwise fails to meet consumer guarantees.
Faulty, Damaged or Incorrect Items
Please contact us as soon as possible if:
- your item arrives damaged;
- you receive the wrong item;
- your item is faulty; or
- something is missing from your order.
Please email contact@allpurecleaning.com.au with your order number, a description of the issue, and photos or videos where possible.
We will assess the issue and work with you on an appropriate solution, which may include a replacement, refund or other remedy in line with Australian Consumer Law.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy is intended to exclude, restrict or modify any rights you may have under Australian Consumer Law.
Products Purchased from Other Retailers
If you purchased an item from another retailer, stockist or third-party website, please contact the place of purchase directly regarding returns, refunds or exchanges.
Contact Us
If you have any questions about shipping, returns or your order, please contact us:
** All Pure Cleaning **
Email: contact@allpurecleaning.com.au
Phone: (08) 6629 4494