Returns and refunds

Last updated 26 October 2026

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us, and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Faulty, damaged or wrong items

If an item arrives faulty, damaged, leaking, not as described, or is the wrong item, email hello@whoosa.com with your order number and photos. We will cover the cost of returning it (or may tell you that you do not need to send it back) and give you a refund, replacement or repair as the law requires. Nothing in this policy, including the hygiene rule below, limits these rights. A time limit does not apply to these rights; they last for a reasonable time.

Change of mind (30 days)

We offer change-of-mind returns for unopened, unused items in their original sealed condition within 30 days of delivery.

• Email hello@whoosa.com with your order number and the items you want to return. We will send the return address and instructions.
• You pay the return shipping cost for change-of-mind returns. We recommend a tracked service; we are not responsible for returns lost in the post.
• Original shipping costs are not refunded for change-of-mind returns.
• For hygiene reasons we cannot accept change-of-mind returns of opened or used products, or products with a broken seal.
• Sale items and gift sets can be returned on the same terms if unopened.

Refund method and timing

Refunds go back to your original payment method through Stripe. We process the refund within 5 business days of receiving and checking the returned item (or, for faulty items where no return is needed, of approving the claim). Your bank or card issuer may take a further 5 to 10 business days to show it. We email you when the refund is issued. We cannot refund to a different card or as cash.

Exchanges

We do not do direct swaps. Return the item as above and place a new order.

Return address

Returns go to PO Box 333, Freshwater NSW 2096, Australia. Please email us before sending anything, so we can match your parcel to your order. Overseas customers: mark the parcel as "returned goods" so it is not charged import duties; any duties we are charged on a change-of-mind return may be deducted from your refund.

Overseas customers

If you are in the US or UK, see the returns page for your country.