Cancellations, Refunds & Exchange Policy

- Updated March 2014

Pure & Green Organics is committed to providing excellent customer service during any refund or exchange process. We are also committed to meeting our obligations under Consumer Law. Below are some commonly asked questions around this topic but if you are not able to find the information you require, or require clarification on any point, please don’t hesitate to contact us via email at or by phoning us on 1300 081 485.

Our postal address for returns is:

Pure & Green Organics

10 Bridge Street, Rydalmere NSW 2116

Can I cancel my online order from

Yes you can cancel your online order but we must receive your request via email before your order is processed – processed means packed and ready for dispatch. We work pretty fast around here so please make contact with us as soon as possible!

How do I cancel an order from

We must receive your cancellation request in writing so please send us an email at referencing your name and order number. We will get back to you with confirmation of your cancellation for your peace of mind.

Can I get a refund for online purchases if I change my mind?

Yes, if the product/s is/are unopened we are happy to refund or exchange items if you’ve changed your mind. However if the product has been opened you may only request an exchange.

***Just so you know, for the purposes of refunds and exchanges, ‘unopened’ means that the security seal on the product is intact. Once the product’s seal is broken – even if you haven’t dispensed any product – we will consider the product opened.***

If you are seeking a refund, please email us at to give us a heads up! Product/s must be returned at your expense with a copy of your proof of purchase info inside to help identify the return when it arrives. Product/s must also be received in its/their original condition within 7 days of receipt (or 14 days if you are an international customer) so please pack your item/s carefully as we can’t accept liability for products damaged in transit.

Can I request an exchange for online purchases?

Yes, you may request an exchange on both unopened and opened products. If you are seeking to exchange unopened product, please email us at with your exchange request/s but please note that the new product/s requested must be of equal or lesser value to the product/s originally purchased. The product/s you wish to exchange must also be returned to us at your expense with your proof of purchase info inside to help identify the return when it arrives. Please be aware that we will not refund any difference in value between the product you’re returning and the exchange product.

If you are seeking to exchange opened product, please be aware that this courtesy only extends to one product per order and only if less than 30% of the product in question has been used. What if I’ve opened the product – can I still get a refund or exchange?

Although there are some situations where you can get a refund on opened product (see below) in cases where you’ve simply changed your mind or don’t like the way the product smells or feels, we don’t offer refunds.

Who pays for postage?

Sorry, but for refund or exchange for change of mind, the customer pays. All postage costs associated with the shipping of the original order, the return of the product/s for refund or exchange and the shipping of exchange product/s are the customer’s responsibility. We don’t accept liability for unopened goods that get damaged in transit so please pack your goods for refund or exchange very carefully to ensure we receive them in their original condition. We also recommend that the parcel be sent by a recorded delivery service (one that requires a signature upon receipt) as we don’t accept liability for returned goods lost in transit.

What if I’ve used more than 30% of the product – can I still get an exchange?

No, in cases where more than 30% of the product has been used we don’t offer a refund or exchange.

What if I’ve lost or don’t have my proof of purchase info?

If you don’t have, or can’t find, your proof of purchase info simply call us and we will work something out.

What if I think my product is faulty or defective?

Customers who receive a faulty or defective product are entitled to a full refund or exchange once the complaint has been verified. Depending on the nature of the complaint, we may require the product to be returned for examination and/or testing.

If you feel you have received a faulty/defective product, please email us at with details of the complaint or alternatively call us on 02 9638 7575. We will advise you on the best way to proceed and in some cases will provide you with a return authorization number.

In all cases where product is confirmed faulty, defective or out of specification, any postage costs that were bourne by the consumer in returning the product/s will be reimbursed by Pure & Green Organics Pty Ltd, provided proof of these costs is supplied. Where an exchange has been requested, we will also cover the cost of posting out the exchange product.

When and how do I receive my refund?

For change of mind refund requests, we will issue your refund once we have received and examined the returned product and found it/them to be unopened and in their original condition. Your refund will be deposited into the same credit card or paypal account with which you paid for your original order. We will also notify you via email that your refund has been deposited. If you’ve requested a refund for faulty or defective product, your refund will be issued once the product has been received, examined/tested and the fault/defective verified.

What if I’ve purchased your product from another online retailer and want to request a refund or exchange?

In this case, you must make your request for refund or exchange to the online retailer you purchased the product from. They in turn will contact us and we’ll work together to ensure the best possible outcome for you, the customer. Reputable online retailers should have their own returns policy on their website to help guide you through the process.

What if I purchased your product from a retailer and want to request a refund or exchange?

In this case, you must make your request for refund or exchange to the store you purchased the product/s from. In general, most smaller stores only issue refunds if the product is faulty or defective and not for a change of mind, and proof of purchases is almost required. Reputable retailers will have their own returns policy to guide you.