Returns Policy

Returns and Care Policy

Every batch we make is formulated with care, and because much of our range is intended for sensitive skin and newborns, we hold ourselves to strict standards of hygiene and safety. This shapes our approach to returns and exchanges.

Our Hygiene Based Return Policy

Given the hand poured, botanical nature of our products, and the hygiene standards involved in formulating for sensitive and newborn skin, we're not able to offer returns, exchanges, or refunds for change of mind. This means every bottle that reaches you has come directly from our warehouse, and never back through it. It's a small trade off, but one that lets us guarantee what arrives at your door is exactly as it left us.

A Note on Natural Variation

Because our ingredients are sourced from nature rather than manufactured to a fixed specification, small variations in scent, texture, or appearance can occur from batch to batch, much like produce does from season to season. This is simply a characteristic of genuinely natural formulation, and doesn't reflect a change in quality or effectiveness. Each batch still goes through the same quality checks before it reaches you.

Damaged or Defective Items

While we don't offer refunds for change of mind, we always meet our obligations under Australian Consumer Law. If an order arrives damaged, or you believe an item is defective, please contact us at hello@kindred-apothecary.com within 48 hours of delivery so we can resolve it.

Shipping and Delivery Responsibilities

  • Incorrect Dispatch: If we've sent the wrong item, we'll cover return shipping and send the correct product as soon as possible. The original item will need to remain unopened.
  • Tracking Your Parcel: All orders are sent with tracking, and a tracking number is emailed once your order is on its way. From that point, we'd ask that you keep an eye on its progress, we're not able to take responsibility for parcels signed for incorrectly or left uncollected at the post office.
  • Address Accuracy: Please check your shipping address carefully at checkout. If a parcel is returned to us due to an incorrect address, a small re shipping fee will apply to send it out again.