We offer a 60-day return policy and aim to make returns as simple and transparent as possible. If you have any issues with your order, our friendly support team is here to help.
Returns are eligible within 60 days of the delivery date. Unfortunately, we're unable to accept returns or exchanges requested after this period.
To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging. The shipping cost for the return is at the cost of the customer.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
The 60 days returns policy described above is offered in addition to these rights. It does not replace or limit them.
Customers may inspect and handle products as reasonably necessary to determine their nature and function.
Where permitted by applicable law, refunds may be reduced to reflect any diminished value resulting from handling or use beyond what is reasonably necessary to inspect the product.
How to Start a Return or Exchange
To initiate a return or exchange, please email support@groundingsoul.com within the return period. Include:
- Your order number
- Reason for return
- Clear photos of the item(s) in the original packaging
In some cases, we may request a short video to help assess the issue more accurately, for example, if the item appears damaged or faulty.
Our team will respond within 24–48 hours and guide you through the next steps.
All returns must be approved by Grounding Soul prior to shipping.
Return Address
We operate multiple return locations. Once your return is approved, we'll provide the most suitable return address based on your location and the reason for return.
Please do not send items back without prior return approval, and do not return to the address printed on the parcel. Unauthorised returns may be rejected or returned to the sender.
Return Packaging Guidelines
To ensure safe and acceptable returns:
- Products must be returned in their original packaging, including all inserts and accessories
- Items must be securely repackaged to prevent damage during transit
- Returns sent without original packaging or damaged due to poor handling may be refused
Return Fees
Cancelled in transit: Based on courier and distance
Same condition as received, in original packaging: Based on courier and distance
Defective or damaged products: Covered by Grounding Soul
Not in same condition as received: Not eligible for return
Without original packaging: Not eligible for return
Return shipping costs are the responsibility of the customer, unless the product arrives damaged or defective.
Defective or Damaged Products
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@groundingsoul.com
If your item arrives damaged or defective:
- Take clear photos of the item (unused)
- Email the images and your order number to support@groundingsoul.com
- Our team will arrange a replacement or guide you through the return process
In some cases, we may request a short video to verify the issue.
Important: To be eligible for a replacement or refund due to damage, defect, or delivery error, you must notify us within 7 days of delivery.
While we may still assess claims submitted after this period, the condition of the item and time elapsed may limit our ability to verify whether the issue occurred before delivery.
This does not affect any statutory rights you may have under the Australian Consumer Law.
All defect claims are subject to review and must be supported by sufficient evidence. We reserve the right to decline refund or replacement requests where damage appears to be the result of misuse, wear and tear, or handling after delivery. We may request a return for inspection or quality control purposes.
We do not accept liability for damage resulting from improper use, lack of care, or failure to follow product instructions.
Incorrect or Incomplete Shipping Address
Please double-check your shipping address before placing your order. We ship to the address exactly as entered at checkout. Once an order has been processed, the shipping address cannot be changed.
If an order is:
- Returned due to an incorrect or incomplete shipping address provided by the customer, shipping fees may be non-refundable and additional shipping charges may apply for reshipment
- Lost due to an incorrect or incomplete address provided by the customer, we're unable to offer a refund or reshipment
Order Cancellations
Once an order has been processed or dispatched, it may no longer be possible to cancel it before delivery. In such cases, the order must be handled in accordance with our returns policy and any applicable consumer rights.
Refund Processing
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your return is received and approved by our team:
- A refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 7-14 business days
- If your return is ineligible or incomplete, the item may be returned to you at your expense
Late or missing refunds (if applicable)
Please note that refunds may take several business days to appear in your account depending on your bank or payment provider.
If you have not received your refund after the stated processing timeframe, we recommend first checking with your bank or card provider for any pending transactions or processing delays.
If you still require assistance, please contact us at support@groundingsoul.com and our support team will be happy to help.
Business Information
Company Name: E.J Aubin & A.D Poole T/A Grounding Soul
Australian Business Number (ABN): 74 322 794 607
Registered address: 43 Laurel Street, Enoggera, Queensland 4051, Australia
Email: support@groundingsoul.com
Phone: +61 492 976 895
Hours of operation: Monday to Friday, 9:00 AM – 5:00 PM AEST
Response time: Within 24–48 hours