Refund policy
Refund and Returns Policy
Last updated: 11 September 2026
We Are Saltbush (ABN 20 476 034 221) wants you to be happy with what you buy from us. This policy explains your options if something goes wrong, and sits alongside your rights under the Australian Consumer Law.
1. Your rights under the Australian Consumer Law
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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights. If anything in this policy conflicts with the Australian Consumer Law, the law applies.
2. Faulty, damaged or incorrect items
If your item arrives damaged, is faulty, or isn't what you ordered, email us at wearesaltbush@gmail.com within a reasonable time of receiving it.
Please include:
- Your order number
- A short description of the problem
- Photos showing the fault or damage
We will assess your claim and let you know the outcome, usually within a few business days.
Where a claim is accepted, you can choose a replacement or a refund for a major failure. For a minor failure, we may repair or replace the item.
In most cases we will not ask you to post the item back. Where we do need it returned, we will cover the cost of return postage and provide instructions.
3. Change of mind
We accept change of mind returns within 30 days of delivery, provided the item is:
- Unused and unwashed
- In its original packaging, with any seals intact
- In resalable condition
For hygiene reasons, we cannot accept change of mind returns on items that have been used on an animal. This does not affect your rights if an item is faulty.
Change of mind returns are at your cost. Original shipping charges are not refunded. We recommend using a tracked service, as we cannot refund an item that does not reach us.
To start a change of mind return, email us first for a returns address. Please don't send anything back before contacting us.
4. Refunds
Approved refunds are issued to the original payment method. Once processed, funds usually appear within five to ten business days, depending on your bank or card provider.
We will email you when a refund has been processed. If it hasn't arrived after ten business days, contact your bank first, then get in touch with us.
5. Cancelling an order
If you need to cancel, email us as soon as possible. We can usually cancel and refund in full if the order has not yet been despatched. Once an order has left our supplier or warehouse, it is treated as a return under the sections above.
6. Pre-orders and waitlist
Joining our waitlist is free and creates no obligation. No payment is taken and there is nothing to cancel or refund.
Where we offer a pre-order and take payment before despatch, you may cancel at any time before the item ships and receive a full refund. If we cannot supply the item within the timeframe we quoted, we will contact you with the option to wait or receive a full refund.
7. Items damaged in transit
If a parcel arrives visibly damaged, photograph it before opening where you can, and contact us the same day if possible. We handle the claim with the carrier — that's our responsibility, not yours.
8. Sale and discounted items
Sale items carry the same consumer guarantees as full price items. Change of mind returns on sale items are accepted on the same terms set out in section 3.
9. Gifts
If you received an item as a gift, contact us with the order number or the purchaser's details and we will work out the best option with you.
10. Contact
We Are Saltbush
ABN 20 476 034 221
wearesaltbush@gmail.com
We aim to respond to all enquiries within two business days.