Refund policy

Last updated: 25 October 2026

Questions? Email sunsnubstore@gmail.com and we'll reply within 1 business day.

THE SHORT VERSION

Faulty, damaged in transit, wrong item or not as described? We'll replace or refund it and cover any return postage. Usually you won't need to send anything back.
Changed your mind before it ships? We'll cancel and refund in full.
For hygiene reasons we don't accept change-of-mind returns on worn masks. This doesn't affect your rights under the Australian Consumer Law.

1. YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or replaces those rights. There's no fixed deadline for telling us about a faulty item: contact us whenever you notice the problem.

2. FAULTY, DAMAGED, WRONG OR NOT-AS-DESCRIBED ITEMS

Email sunsnubstore@gmail.com with your order number, a short description and a photo. We reply within 1 business day.

Major failure: you choose a refund or a replacement.
Minor problem: we'll offer a replacement or a refund, free of charge.
We'll rarely ask for the mask back. If we do, we'll send you a prepaid label or reimburse your return postage.
We never charge restocking fees. Delivery was free, so nothing is deducted.

3. CHANGE OF MIND

Before dispatch: email us within 12 hours of ordering, or any time before it ships, and we'll cancel and refund in full.
Worn masks: for hygiene reasons we don't accept change-of-mind returns on worn masks, because this product sits against your face.
Unworn masks: email us within 30 days of delivery and we'll send you return instructions. Send it back unused, and we refund the item price within 7 working days of it arriving. Return postage on change-of-mind returns is paid by you.
Gifts: refunds go to the original payment method.

4. HOW AND WHEN REFUNDS ARE PAID

Refunds go back to your original payment method within 7 working days of approval, usually the same or next business day. Your bank may take a few more days to show the money.

5. LATE OR LOST ORDERS

If we can't dispatch within the time we stated, we'll email you before that time runs out with a new dispatch date and the choice to cancel for a full refund.
If your parcel is going to miss its estimated delivery window, we'll email you and offer you the choice to cancel for a full refund.
If tracking hasn't shown 'delivered' within 20 business days of dispatch, we'll reship free or refund in full, whichever you prefer.
If tracking shows 'delivered' but you haven't received it, and the carrier can't show delivery to your address, we'll reship or refund, whichever you prefer.
See our Shipping Policy for details.

6. CUSTOMERS IN THE UNITED STATES

Everything above applies to you too. Faulty, damaged, wrong or not-as-described items are replaced or refunded at no cost to you.
We follow the FTC Mail, Internet, or Telephone Order Merchandise Rule. If we can't dispatch within the time we stated, we'll tell you before that time runs out, give you a new dispatch date where we can, and offer you cancellation and a full refund.
If the delay would be more than 30 days, or we can't give a date, we'll cancel and refund automatically unless you tell us you want to wait.
This policy doesn't limit any rights you have under US federal or state law.

7. BEFORE YOU CONTACT YOUR BANK

Please contact us first. We can usually fix things the same day, which is faster than a card dispute. This doesn't limit your right to contact your bank or card provider.

8. CONTACT

Email sunsnubstore@gmail.com. We reply within 1 business day (Monday to Friday). Please don't post anything back without contacting us first, so we can make sure you're not out of pocket.

Menu