Return Policy

Return Policy

the 20th of April, 2025

At Estelino, we are committed to providing high-quality products and excellent customer care. This return policy is designed in accordance with the Australian Consumer Law (ACL) and outlines your rights and our procedures for returns, exchanges, and refunds.

1. Change of Mind

We do not accept returns or offer refunds for change-of-mind purchases. This includes:

• Dissatisfaction with the appearance, feel, or fit of the product

• Ordering the wrong item or quantity

• Personal preference not matching expectations

For hygiene, safety and logistical reasons, many of our products are not eligible for return once opened or used, unless faulty.

2. Faulty or Misdescribed Products

In accordance with the ACL, you are entitled to a refund, exchange, or repair if a product you receive:

• Is faulty or damaged due to a manufacturing issue

• Arrives broken or unusable

• Differs significantly from its description or images on our website

If your claim is accepted, we will cover all return shipping costs and issue a full refund or replacement, including any original delivery fees where applicable.

To request a return for a faulty product, please contact our customer support within 14 days of receiving your order. Include your order number, a clear description of the issue, and relevant photos where possible.

3. Use-Dependent Products and Customer Responsibility

Some of our items (such as custom-fit, self-mouldable, or wellness products) require correct use and application by the customer. In these cases, the effectiveness of the product depends on following our instructions properly.

We provide clear guidance for proper use. If a product performs poorly due to incorrect handling, failure to follow instructions, or unrealistic expectations, it will not be considered faulty and is not eligible for return or refund.

4. Non-Returnable Items

The following items are not eligible for return or refund, unless faulty:

• Products that have been opened, used, or altered

• Personal care or hygiene-related items

• Sale or promotional items

• Products returned without original packaging or accessories

5. Return Process

If your product meets the criteria for return, please contact our customer service team at [your email address].

Once your return is approved:

• You’ll receive instructions for sending the item back via tracked shipping

• For faulty items, we’ll provide a prepaid shipping label

• You must return the item within 7 days of approval

Once we receive and inspect your item, we’ll notify you of the outcome and issue a refund or exchange as appropriate.