Refund policy

Last updated: 2 October 2026

At UNTOXED, we believe shopping should be simple, and fixing a problem should be too.

We take care in selecting our products, but sometimes things don't go to plan. If something isn't right with your order, we'll do our best to make the process as straightforward as possible.

We offer a 30-day change-of-mind returns policy, alongside your rights under the Australian Consumer Law.

Changed Your Mind?

If you've changed your mind about your purchase, you can request a return within 30 days of receiving your order.

To be eligible for a change-of-mind return, your item must:

• Be unused and in its original condition.

• Remain in its original, unopened packaging, including any hygiene seals.

• Include all original components and accessories.

• Have a receipt, order number or other proof of purchase.

As our products are personal oral-care essentials, opened toothbrushes, toothbrush heads, dental floss and other opened hygiene products cannot be returned for change-of-mind reasons.

Sale and clearance items and gift cards are also excluded from our voluntary change-of-mind returns policy.

Return postage for change-of-mind returns is the responsibility of the customer.

To request a return, please email info@untoxed.co with your order number and the item you'd like to return. We'll provide instructions for sending it back.

These conditions only apply to change-of-mind returns and do not affect your rights under the Australian Consumer Law.

Something Not Right? Let Us Know.

If your product arrives damaged, faulty, incorrect or doesn't match its description, please get in touch.

We know returning products can be inconvenient, particularly for smaller everyday essentials. That's why we prefer to resolve issues online wherever possible.

Here's how it works:

1. Get in touch

Email info@untoxed.co with:

• Your order number or other proof of purchase.

• A brief description of what's wrong.

• Clear photographs of the product and the issue, where possible.

A short video may also be helpful for some issues.

If photographs aren't practical or the problem isn't visible, don't worry. We can discuss another way to assess the issue.

2. We'll take a look

We'll review the information and assess the issue as quickly as reasonably possible.

If we can establish the problem from the information provided, there's generally no need for you to send the product back.

3. We'll make it right

Where a product doesn't meet the applicable consumer guarantees, we'll provide the appropriate remedy under Australian Consumer Law.

Depending on the issue, this may include a replacement, refund or another appropriate solution.

If the product has a major problem, you may be entitled to choose between a refund and replacement.

Where we're able to resolve the matter without a return, we'll let you know whether you can keep or safely dispose of the original product.

Please wait for our confirmation before disposing of an item that may need further assessment. If a product appears unsafe, discontinue use and contact us for advice.

4. If we need to inspect the product

Sometimes photographs won't tell us everything we need to know.

In these cases, we may ask you to return the product for further inspection before we can determine the appropriate remedy.

We'll provide instructions and discuss the return arrangements with you first.

If the product is confirmed to have a problem covered by Australian Consumer Law, we'll reimburse reasonable return postage costs where required by law. Please retain your postage receipt.

Our aim is to resolve issues fairly, with as little unnecessary postage and packaging waste as possible.

Australian Consumer Guarantees

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major problem, you may be entitled to choose a refund or replacement, as well as compensation for reasonably foreseeable loss or damage where applicable.

For a minor problem, we may first provide a repair or another appropriate remedy. If the problem cannot be resolved within a reasonable time, you may be entitled to a refund or replacement.

Your rights are not limited to 30 days, and you do not need the original packaging to make a valid consumer guarantee claim.

Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law.

Exchanges

For change-of-mind exchanges, we recommend arranging an eligible return and placing a new order for the product or variant you prefer.

If we've supplied an incorrect or faulty item, please contact us and we'll arrange the appropriate remedy.

Refunds

Once an eligible change-of-mind return has been received and assessed, we'll notify you of the outcome.

Approved refunds will generally be processed to your original payment method within 10 business days. Your bank or payment provider may take additional time to make the funds available.

Refunds required under Australian Consumer Law will be provided within the time required by law.

If more than 15 business days have passed since your refund was approved, please contact info@untoxed.co.

We're Here to Help

We're a small Australian business, and we genuinely care about making things right.

If something isn't as it should be, email info@untoxed.co.

We'll do our best to find a fair, practical solution without unnecessary fuss.