Refund policy

At Soothii (ABN 63 430 940 617) ("we", "us", or "our"), we pride ourselves on handcrafting high-quality wheat bags and thermal care products. We want you to be completely satisfied with your purchase. This policy outlines your statutory rights as well as our rules regarding returns, non-returnable items, exchanges, and refunds across our online store, landing pages, and direct sales funnels.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL) (Schedule 2 of the Competition and Consumer Act 2010) and the New Zealand Consumer Guarantees Act 1993 (CGA). Nothing in this policy limits, excludes, or modifies any statutory rights that cannot be lawfully excluded.

1. STATUTORY CONSUMER GUARANTEES (DEFECTS & DAMAGE)

YOUR CONSUMER RIGHTS (AUSTRALIA & NEW ZEALAND)

Under the ACL and NZ CGA, 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

1.1. Major Failures

A product failure is considered major if:

  • The wheat bag is defective, split, unsafe, or unsafe to heat when following supplied instructions.

  • The product is significantly different from its description, photograph, or sample provided on our site or landing page.

  • The product arrives severely damaged or unusable upon delivery.

  • The product fails to perform its basic purpose and cannot be fixed easily or within a reasonable time.

1.2. Remedies & Inspection

If your item arrives defective, damaged, or incorrect, please inspect your order immediately upon receipt and email us at support@soothii.com with your order details and clear photos of the issue. For verified major failures, you may choose between a full refund (including standard delivery fees) or a free replacement. We will provide a return shipping label where applicable.

2. EXCLUSIONS & SAFE HEATING RESPONSIBILITIES

HEATING INSTRUCTIONS & EXCLUSION OF LIABILITY

Wheat bags are organic personal care products that require strict adherence to heating instructions to prevent scorching, burning, or fire hazards. Damage caused by user error or improper heating is explicitly excluded from consumer guarantees.

Consumer guarantees do NOT apply, and no refund or exchange will be provided, where damage results from:

  • Overheating, microwaving beyond recommended time/wattage limits, or re-heating before the bag has completely cooled.

  • Heating in a conventional oven, grill, air fryer, or stove.

  • Microwaving without a turntable or allowing the bag to scorch against microwave walls.

  • Soaking, submerging in water, or machine-washing the raw grain core.

  • Improper storage leading to moisture damage, mold growth, or pest infestation after delivery.

  • Normal wear and tear, intentional misuse, or accidental damage.

3. CHANGE OF MIND RETURNS & HYGIENE POLICY

3.1. 14-Day Return Window

We have a 14-day return policy for change-of-mind requests. You have 14 days after receiving your item to request an unopened return.

3.2. Eligibility Requirements

Because wheat bags are personal care items that absorb body heat, moisture, oils, and scents, used or opened personal care goods cannot be returned for change of mind. To be eligible for a change-of-mind return:

  • The item must be in the exact condition that you received it: unworn, unused, unheated, with tags, and in its original, sealed packaging.

  • You must provide the receipt or proof of purchase.

3.3. Change of Mind Costs

For change-of-mind returns, you are responsible for paying return shipping costs. Original delivery fees are non-refundable, and a standard restocking fee of up to 10% may be deducted from the refund total.

4. NON-RETURNABLE ITEMS & EXCEPTIONS

Certain types of items cannot be returned for a change of mind:

  • Personal Care Goods: Wheat bags or eye pillows that have been opened, unsealed, or used.

  • Sale & Clearance Items: Products purchased on sale or marked as clearance.

  • Gift Cards: All digital or physical gift card purchases.

  • Custom Products: Special orders, custom fabrics, or personalized items.

5. EXCHANGES

The fastest way to ensure you get the item you want is to submit a change-of-mind return for the item you have. Once the return is accepted, make a separate purchase for the new product.

6. HOW TO START A RETURN

  1. Contact Support: Email support@soothii.com with your order number, proof of purchase, and reason for return.

  2. Return Approval: If your return is accepted, we will send you instructions on how and where to send your package.

  3. Unauthorized Returns: Items sent back to us without first requesting a return will not be accepted.

Return Address:

PO Box 81, Gladstone, SA 5473, Australia

7. REFUNDS & PROCESSING TIMEFRAMES

  • Inspection: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or rejected.

  • Payment Posting: If approved, you’ll be automatically refunded on your original payment method within 10 business days.

  • Bank Delays: Please remember it can take additional time for your bank or credit card company to process and post the refund to your account statement.

  • Escalation: If more than 15 business days have passed since we approved your return and you have not received your funds, please contact us at support@soothii.com.