Return & Refund Policy

This page explains your rights if something's wrong with your order, and how our own guarantee works on top of those rights.

Your rights under Australian Consumer Law

Regardless of anything else on this page, you're entitled to a remedy under the Australian Consumer Law if a product doesn't meet the consumer guarantees, for example, if it's faulty, not fit for purpose, or doesn't match its description.

• Major failure (for example, the product is significantly different from what was described, or doesn't work at all): you can choose a full refund or a replacement.
• Minor failure: we'll repair, replace, or re-supply the product free of charge within a reasonable time.

Nothing on this page limits, excludes, or replaces these rights.

Our 30-Day Performance Guarantee

On top of your consumer law rights, we offer this guarantee: if CARBN ONE doesn't clean, add gloss, or leave a water-repellent finish the way we describe, contact us within 30 days of delivery for a full refund or replacement. You don't need to send the bottle back.

This guarantee doesn't cover ordinary change of mind once most of the bottle has been used, damage from using the product outside the instructions on the label, or normal wear beyond the product's described lifespan.

Change of mind returns

If you've changed your mind and the product is unopened, unused, and in its original packaging, you can return it within 30 days of delivery for a refund. Because CARBN ONE is a consumable spray, once a bottle has been opened or used it can no longer be accepted as a change-of-mind return, that situation is covered by the 30-Day Performance Guarantee above instead. The same applies to the CARBN Microfibre Cloth, once used it can't be returned for hygiene reasons.

For change-of-mind returns, return shipping is at your own cost. We recommend using a tracked service, as we can't issue a refund for a return that doesn't arrive back with us.

Orders that included a free promotional item

Some orders qualify for a free CARBN Microfibre Cloth as part of a multi-bottle offer. If you return part of an order and the remaining items no longer qualify for that offer, the value of the free item will be deducted from your refund.

How to request a return or refund

Email support@carbn.au with your order number and a description of the issue. For a faulty product or a claim under the 30-Day Performance Guarantee, include a photo where relevant. We'll respond with next steps, including a return address if the item needs to come back to us.

Refund processing

Once a return is received and approved, or a guarantee claim is approved, refunds are processed to your original payment method within 5 to 10 business days. How long it takes to appear in your account after that depends on your bank or card provider.

Order cancellations

If you need to cancel an order, contact us as soon as possible. If it hasn't been dispatched yet, we'll cancel it and refund you in full. Once an order has shipped, it falls under the return process above.

Questions

If you're not sure whether your situation is covered, email support@carbn.au and we'll sort it out with you.