{"id":5151,"date":"2021-04-28T07:08:53","date_gmt":"2021-04-28T07:08:53","guid":{"rendered":"https:\/\/www.ungexau.com\/en\/?page_id=5151"},"modified":"2026-08-08T14:29:49","modified_gmt":"2026-08-08T14:29:49","slug":"return-and-refund-policy","status":"publish","type":"page","link":"https:\/\/www.ungexau.com\/en\/return-and-refund-policy\/","title":{"rendered":"Ungex Return and Refund policy"},"content":{"rendered":"

Return & Refund Policy<\/h1>\n

Effective Date:<\/strong> 11 August 2026 (Updated Version)<\/p>\n

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1. Introduction & Scope<\/h2>\n

This Return & Refund Policy (\u201cPolicy\u201d) applies to all purchases made through the Ungex online store, including physical goods and consultation\/digital services. It must be read alongside your rights under the Australian Consumer Law (ACL) and applicable international consumer protection laws.<\/p>\n

Nothing in this Policy limits your statutory consumer guarantees.<\/p>\n

2. Your Statutory Consumer Rights (ACL)<\/h2>\n

Under the ACL, goods sold by Ungex come with non-excludable guarantees that they:<\/p>\n

    \n
  • Are of acceptable quality<\/li>\n
  • Are fit for their intended or discussed purpose<\/li>\n
  • Match their description or sample<\/li>\n
  • Are free from hidden defects<\/li>\n
  • Comply with any additional promises<\/li>\n<\/ul>\n

    If goods fail to meet these guarantees:<\/p>\n

      \n
    • Major fault<\/strong> \u2192 You may choose a refund, replacement, or compensation<\/li>\n
    • Minor fault<\/strong> \u2192 Ungex may repair, replace, or refund the item<\/li>\n<\/ul>\n

      These rights apply regardless of this Policy.<\/p>\n

      3. Non-Refundable Items<\/h2>\n

      The following items cannot be returned or refunded unless they are faulty or misdescribed:<\/p>\n

        \n
      1. Opened or used personal-care and cosmetic products<\/strong><\/li>\n
      2. Consultation or digital services once delivered<\/strong><\/li>\n
      3. Redeemable Product Credits or store credits<\/strong> once issued<\/li>\n
      4. Gift cards, vouchers, and promotional coupons<\/strong><\/li>\n
      5. Complimentary gifts<\/strong><\/li>\n<\/ol>\n

        4. General Return Conditions (Physical Products)<\/h2>\n

        Returns may be requested if:<\/p>\n

          \n
        • Proof of purchase is provided<\/li>\n
        • Goods are unused, unopened, and in resaleable condition<\/strong><\/li>\n
        • A Return Authorisation (RA) is issued before sending any item back<\/li>\n<\/ul>\n

          Ungex may request photos or video evidence when assessing a claim.<\/p>\n

          5. Change-of-Mind \/ Discretionary Returns<\/h2>\n
            \n
          • Notify Ungex within 30 days<\/strong> of receiving your order<\/li>\n
          • A 20% handling and restocking fee<\/strong> applies<\/li>\n
          • Outbound shipping is non-refundable<\/li>\n
          • Customer pays return shipping using a trackable method<\/li>\n<\/ul>\n

            From 31\u201390 days<\/strong>, Ungex may issue store credit<\/strong> instead of a refund.<\/p>\n

            6. Faulty, Damaged, Incorrect, or Misdescribed Goods<\/h2>\n

            Contact Ungex within 7 days<\/strong> with supporting images if goods are faulty, leaking, incorrect, or not as described.<\/p>\n

            You may choose:<\/p>\n

              \n
            • Replacement<\/li>\n
            • Full refund (including original shipping)<\/li>\n
            • Proportional discount or store credit<\/li>\n<\/ul>\n

              6.5 Common Scenarios \u2013 Quick Reference<\/h2>\n
              \n\n\n\n\n\n\n\n\n\n\n\n
              Scenario<\/th>\nRefund\/Return?<\/th>\nNotes<\/th>\n<\/tr>\n<\/thead>\n
              Unopened bottle (change-of-mind, within 30 days)<\/td>\n\u2714 Yes (minus 20% fee)<\/td>\nMust be resaleable<\/td>\n<\/tr>\n
              Opened bottle (change-of-mind)<\/td>\n\u274c No<\/td>\nHygiene restriction<\/td>\n<\/tr>\n
              Allergic reaction after use<\/td>\n\u2714 Yes<\/td>\nACL remedy (once verified)<\/td>\n<\/tr>\n
              Consultation booked but not attended<\/td>\n\u2714 Full refund<\/td>\nAll plans<\/td>\n<\/tr>\n
              Premium consultation completed<\/td>\n\u2714 50% refund OR<\/strong> $99 credit<\/td>\nChoose one<\/td>\n<\/tr>\n
              Faulty\/leaking product<\/td>\n\u2714 Yes<\/td>\nNo fee<\/td>\n<\/tr>\n
              Incorrect use by customer<\/td>\n\u274c No<\/td>\nMisuse exclusion<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/figure>\n

              7. Refund Terms & Processing<\/h2>\n
                \n
              • Refunds issued only when all conditions are met<\/li>\n
              • Processing time: within 7 business days<\/strong> after approval<\/li>\n
              • Bank clearing time: 2\u20135 days<\/strong><\/li>\n
              • Store credit available upon request<\/li>\n<\/ul>\n

                Ungex may decline refunds if goods do not meet Policy conditions.<\/p>\n

                8. Returns & Refunds for Consultation \/ Digital Services<\/h2>\n

                Applies to:<\/p>\n

                  \n
                • Advanced Plan (USD $9 or equivalent)<\/strong><\/li>\n
                • Premium Plan (USD $99 or equivalent)<\/strong><\/li>\n<\/ul>\n

                  8.1 Before Consultation<\/h3>\n

                  Full refund available for both plans before<\/strong> the consultation call.<\/p>\n

                  8.2 After Consultation \u2013 Premium Plan<\/h3>\n

                  Customers may choose ONE<\/strong> option:<\/p>\n

                    \n
                  • Option A:<\/strong> 50% refund (USD $49.50 or equivalent), OR<\/strong><\/li>\n
                  • Option B:<\/strong> USD $99 Redeemable Product Credit (valid 30 days)<\/li>\n<\/ul>\n

                    8.3 Limitations<\/h3>\n
                      \n
                    • Credits cannot be exchanged for cash<\/li>\n
                    • Once a refund or credit is issued, no further compensation applies<\/li>\n
                    • Advanced Plan:<\/strong> No refund after consultation unless required by law<\/li>\n<\/ul>\n

                      9. How to Return an Item (Physical Goods)<\/h2>\n

                      Please contact Ungex Customer Support before returning any product. Approved returns must be sent only to the return address confirmed by Customer Support.<\/p>\n

                      All physical returns must be sent ONLY<\/strong> to our Returns Department:<\/p>\n

                      \nUngex Pty Ltd \u2013 Returns Department<\/strong>
                      \n16 Rhode Island Close
                      \nPoint Cook VIC 3030
                      \nAustralia\n<\/p>\n

                      \u26a0\ufe0f Do NOT send returns to the Head Office.<\/strong><\/p>\n

                      10. International Returns<\/h2>\n
                        \n
                      • Customer pays return shipping & customs fees (unless faulty)<\/li>\n
                      • Refunds exclude non-recoverable duties\/taxes<\/li>\n
                      • Label parcels: \u201cReturned Goods \u2013 No Commercial Value\u201d<\/strong><\/li>\n<\/ul>\n

                        Ungex is not liable for international transit delays.<\/p>\n

                        11. Dispute Resolution & Governing Law<\/h2>\n

                        Governed by the laws of Victoria, Australia<\/strong>. International customers may have additional rights under local law.<\/p>\n

                        12. Refund Currency<\/h2>\n

                        \nAll refunds are issued in US Dollars (US$), using the original payment method.
                        \nAny differences resulting from currency conversion rates, foreign transaction fees, or bank charges are determined by your card issuer or bank and are not refundable by us.<\/p>\n

                        13. Changes to This Policy<\/h2>\n

                        Ungex may revise this Policy for legal or operational reasons. The latest version will always appear on our website.<\/p>\n

                        14. Contact & Support<\/h2>\n

                        For general enquiries, questions, or support:<\/h3>\n

                        \nUngex Pty Ltd \u2013 Head Office (Enquiries Only)<\/strong>
                        \n1510\/530 Little Collins Street
                        \nMelbourne VIC 3000
                        \nAustralia\n<\/p>\n

                        \nPhone:<\/strong> +61 3 9939 7575
                        \nMobile:<\/strong> +61 497 472 333
                        \nEmail:<\/strong> info[at]ungex[dot]com[dot]au\n<\/p>\n

                        \n

                        For physical returns and exchanges:<\/h3>\n

                        Please send all returned products to our dedicated Returns Department:<\/p>\n

                        \nUngex Pty Ltd \u2013 Returns Department<\/strong>
                        \n16 Rhode Island Close
                        \nPoint Cook VIC 3030
                        \nAustralia\n<\/p>\n

                        \u26a0\ufe0f Important:<\/strong>
                        \nDo NOT<\/strong> send returns to the Head Office address.
                        \nAll physical returns must<\/strong> go to the Point Cook Returns Department (see Section 9).<\/p>\n

                        We aim to respond to all enquiries within 7 business days<\/strong>.<\/p>\n\n\t\t<\/div>\n\t\t\t\t\n