RETURN & REFUND POLICY
FULFILL PTY LTD
ACN: 682 046 680
ABN: 35 682 046 680
RETURN & REFUND POLICY
For FULFILL™ Oral Care Products
Last Updated: 25 April 2025
Thank you for choosing FULFILL™.
We are committed to providing premium oral care products and want you to have a positive experience with every purchase.
This Return & Refund Policy explains our approach to returns, exchanges and refunds. It should be read together with our Website Terms and Conditions.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
- Change-of-Mind Returns
If you change your mind about a purchase, we may accept a return within 30 days of the purchase date, provided that:
- The product is unused and unopened;
- The product is in its original packaging;
- All original seals, labels and packaging are intact;
- The product has not been damaged after purchase; and
- You can provide reasonable proof of purchase.
Change-of-mind returns are subject to our approval.
For hygiene and safety reasons, we generally cannot accept change-of-mind returns of products that have been opened or used.
- Hygiene and Non-Returnable Products
For health, hygiene and safety reasons, the following products generally cannot be returned if they have been opened or used:
- Toothpaste;
- Electric toothbrushes;
- Electric toothbrush replacement heads;
- Dental floss picks;
- Tongue scrapers; and
- Other oral care products that are intended for personal use.
Gift cards, where offered, are also generally non-refundable unless otherwise required by law.
Important: This does not affect your rights under the Australian Consumer Law if a product is faulty, defective, unsafe, not fit for purpose or otherwise does not meet the applicable consumer guarantees.
- How to Request a Return
To request a return, please contact us before sending the product back.
Please provide:
- Your full name;
- Order number or proof of purchase;
- Product name;
- Date of purchase; and
- Reason for the return.
Contact Details
FULFILL Pty Ltd
Email: info@fulfill.net.au
Phone: +61 457 599 326
Our team will review your request and provide return instructions where applicable.
- Return Authorisation
Where a return is approved, we will provide instructions on how and where to return the product.
Please do not send products to our business address unless we have specifically instructed you to do so.
We may provide a return reference number to help us identify and process your return.
- Return Shipping Costs
For approved change-of-mind returns, the customer is generally responsible for the cost of return shipping.
Where a product is faulty, defective, damaged on arrival or otherwise covered by the Australian Consumer Law, FULFILL Pty Ltd will assess the circumstances and, where required by law, cover reasonable return costs.
- Refunds
Once we receive a returned product, we may inspect it to determine whether it meets the applicable return requirements.
If your return is approved, the refund will generally be made to the original payment method.
We will process approved refunds as soon as reasonably practicable. The time it takes for the refund to appear in your account may depend on your bank or payment provider.
- Exchanges
If you wish to exchange an unopened product, please contact us within 30 days of purchase.
Exchanges are subject to product availability and the applicable return conditions.
For hygiene reasons, opened or used personal oral care products generally cannot be exchanged unless the product is faulty or another consumer guarantee applies.
- Damaged Products
If your order arrives damaged, please contact us as soon as reasonably possible after receiving your order.
Please provide:
- Your order number;
- A description of the damage;
- Photographs of the product and packaging; and
- Any other information reasonably requested by our team.
We will assess the issue and, where appropriate, arrange a replacement, repair or refund in accordance with your rights under applicable law.
- Faulty or Defective Products
If you believe a product is faulty, defective, unsafe or does not meet the consumer guarantees required under Australian law, please contact us.
Depending on the circumstances, you may be entitled to a repair, replacement or refund.
The appropriate remedy will depend on the nature and severity of the problem and the requirements of the Australian Consumer Law.
We will not refuse a valid consumer guarantee claim simply because a product has been opened or used, where the issue is a genuine product fault or other failure covered by Australian Consumer Law.
- Products Damaged Through Misuse
A return, refund or replacement may not be available where a product has been damaged as a result of misuse, incorrect use, failure to follow product instructions, accidental damage or normal wear and tear, except where otherwise required by law.
- Sale and Promotional Items
Sale and promotional items may be subject to specific terms displayed at the time of purchase.
However, sale items remain covered by applicable Australian Consumer Law rights.
A discount or sale price does not remove a customer’s rights where a product is faulty or otherwise fails to meet applicable consumer guarantees.
- Proof of Purchase
We may request reasonable proof of purchase, such as:
- Order confirmation;
- Receipt;
- Invoice;
- Payment confirmation; or
- Other evidence of purchase.
- Australian Consumer Law
FULFILL Pty Ltd is committed to complying with the Australian Consumer Law.
The Australian Consumer Law provides consumers with certain mandatory guarantees regarding goods and services.
Nothing in this Return & Refund Policy is intended to exclude, restrict or modify those rights.
If a product has a major failure, you may be entitled to choose between a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage in circumstances where the law provides for it.
For a minor failure, we may be required to provide a repair or replacement within a reasonable period.
- Contact Us
If you have any questions regarding returns, refunds, exchanges or faulty products, please contact us:
FULFILL Pty Ltd
ACN: 682 046 680
ABN: 35 682 046 680
Address:
15 Justina Place
Surrey Downs SA 5126
Australia
Email:
info@fulfill.net.au
Phone:
+61 457 599 326
Website:
www.fulfill.net.au
FULFILL™
Premium Natural Oral Care, Inspired by Nature.
Last Updated: 25 April 2025