Returns and refunds
Last updated 26 October 2026
Faulty, damaged or wrong items
If an item arrives faulty, damaged, leaking, not as described, or is the wrong item, email hello@whoosa.com within 30 days of delivery with your order number and photos. We will send a replacement or a full refund including shipping, at no cost to you. We may ask you to return the item using a prepaid label we provide, or tell you to keep or dispose of it. Your rights under the consumer laws of your state are not affected.
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.