Refund & Returns Policy

Riverstone Wellness Pty Ltd is committed to your satisfaction and to complying with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). This policy explains your rights when returning a product purchased from us and how to initiate a return or request a refund.

1. Your Rights Under Australian Consumer Law

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

A product has a major failure when it:

• would not have been bought if the consumer had known about the problem;
• is significantly different from what was described or shown;
• is substantially unfit for its common purpose and cannot easily be fixed within a reasonable time;
• is unsafe.

2. Our Voluntary Return Policy

In addition to your statutory rights, we offer a 14-day voluntary return policy on unopened, undamaged units in original packaging. This means you may return an eligible product within 14 days of the date of delivery if you change your mind, subject to the conditions below.

2.1 Eligibility Conditions

• The return request must be initiated within 14 days of the date the product was delivered to you.
• The product must be unopened and in its original, undamaged packaging.
• Proof of purchase (order confirmation email or order reference number) must be provided.
• Products that have been opened, partially consumed, or whose packaging has been damaged are not eligible for a voluntary change-of-mind return (your statutory ACL rights are unaffected).

2.2 Return Shipping Costs

For change-of-mind returns, the cost of return postage is borne by the customer. We recommend using a trackable shipping service as we cannot accept responsibility for items lost in transit. For returns due to a defective product, incorrect item sent, or other fault on our part, we will cover return shipping costs.

3. How to Initiate a Return

4. Damaged, Defective or Incorrect Items

If you receive a product that is damaged in transit, defective, or different from what you ordered, please contact us within 7 days of receipt at hello@earthbiocharge.world with your order reference and photographs of the issue. We will arrange a replacement or full refund at no additional cost to you, including return shipping where applicable.

5. Non-Returnable Items

The following are not eligible for voluntary return (your statutory ACL rights remain unaffected):

• Opened or partially consumed products.
• Products returned without prior authorisation (RAN).
• Products returned more than 14 days after delivery (for change-of-mind returns).
• Products damaged due to misuse or failure to follow the product's usage instructions.

6. Refund Timeframes

Approved refunds are processed within 5 Australian business days of receiving the returned item. Depending on your payment provider or bank, the credit may take a further 3-10 business days to appear in your account. We will notify you by email when the refund has been initiated on our side.

7. Contact for Returns

Riverstone Wellness Pty Ltd - Returns Team
Email: hello@earthbiocharge.world
Phone: +61 3 9001 4820 (Mon-Fri, 9am-5pm AEST)
Post: 142 Collins Street, Melbourne VIC 3000, Australia

Note: This policy does not limit or exclude any rights you have under the Australian Consumer Law. For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) website.