We can certainly accept the return of the product, provided it is unopened, unused and undamaged and in the original packaging. You will be required to pay for return freight costs.
Discrepancies or Damages
- If for any reason your product is faulty, incorrect or arrives damaged, please email us at sales@awo.com.au, accompanied with photographs and your order number.
- Notification must be made within three (3) days of receiving your order. Unfortunately, we are unable to accept claims after three (3) days from when the products were received
Change of Mind Returns & Cancellation
- Mistakes do happen and we understand this, that is why we are happy to accept returns or order cancellations for incorrect choices for a store credit. However, we are unable to provide refunds for change of mind returns.
- If you would like to arrange a return, please email our wonderful Customer Service Team at sales@awo.com.au with your order number and the items you wish to return, and we will issue you with a Return Authority Number.
- A Return Authority Number must be received from Australian Wholesale Oils prior to returning any products. No credits will be issued without a Return Authority Number.
- Please note that product(s) must be returned in their original packaging and must be unopened, unused and undamaged.
- You will be responsible for paying for your shipping costs if you wish to return a product.
Unclaimed or Returned Orders
Unclaimed Products: If you fail to collect your order from the post office within the Post Offices stipulated timeframe (usually 1 week), it will be returned to us. Incorrect Address: If your order is not delivered due to an incorrect address, it will be returned to us.
- If you would like your order re-shipped to you, you will be liable to pay a re-shipping fee equal to the amount of the original shipping cost on your order.
- Where free shipping was received, you will be liable to pay a re-shipping fee as calculated by us based on the weight, size, and classification of your order.
- Any unclaimed or returned parcels that you would prefer to receive a store credit for instead of being re-shipped, will have a $2.50 return/admin fee applied.
- If your order is returned to us and we do not have any response from you after 14 days of our attempted contact, your order will be cancelled and applied as a store credit, less the original cost of shipping, and a $10.00 return fee.
- We do not provide refunds for unclaimed or returned orders.
Uncollected 'Click & Collect' Orders
- Orders must be collected within 6 weeks of the purchase date.
- Orders that are not collected within this time frame will be automatically cancelled and will receive a store credit for the amount paid.
- Unfortunately, we are unable to provide refunds for uncollected orders.
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If you would like your order to be changed to be shipped to you instead, you will be liable to pay a re-shipping fee as calculated by us based on the weight, size, and classification of your order. Orders over $200 will still receive our free shipping offer (within Australia).
(Updated 23rd May 2022)