Returns

Refund and Return Policy

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. No claims will accepted after three (3) days from receipt of goods.

Change of Mind Returns

  • We can accept returns for incorrect choices or change of mind, for store credit. We do not provide refunds for change of mind returns.
  • If you would like to arrange a return, please email us 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.
  • Product(s) must be returned in their original packaging and must be unopened, unused and undamaged.
  • Customers are liable for return postage charges

Unclaimed or Returned Orders

  • Unclaimed
    If you fail to collect your order from the post office within the Post Offices stipulated time-frame (usually 1 week), it will be returned to us
  • Incorrect Address
    If your order undelivered 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 $2.50 return/admin fee.
  • We do not provide refunds for unclaimed or returned orders.

Uncollected 'Click & Collect' Orders

  • Orders must be collected within 6 weeks of 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.
  • We do not provide refunds for uncollected orders.
  • 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).