RETURNS POLICY

Thank you for choosing CEMÔY. We’re dedicated to delivering products you love and a customer experience that leaves you completely satisfied. The following Returns Policy outlines your rights and options when purchasing directly from our CEMÔY online store (https://shop.cemoy.com.au/), and explains how we handle returns and refunds in compliance with the consumer laws applicable to the country where your purchase is made — either Australia or New Zealand.

 

1.             Applicability

This policy applies to products purchased directly from the CEMÔY online store           (https://shop.cemoy.com.au/) in Australia or New Zealand.

·       Products purchased through physical stores or third-party retailers are covered under separate retailer-specific return policies.

·       All returns under this policy are handled directly by CEMÔY, not by any retailer.

 

2.             Your Rights Under Your Local Consumer Law

Australia (Australian Consumers)

In Australia, consumers are entitled to certain guarantees under the Australian               Consumer Law (ACL) (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). These include that products must be of acceptable quality, fit for their disclosed purpose, match their description, and be free from defects. If a product fails to meet these guarantees, you may be entitled to a repair, replacement, or refund, depending on the nature of the problem. This is separate from any change‑of‑mind return options.   

New Zealand (New Zealand Consumers)

In New Zealand, consumers are protected by the Consumer Guarantees Act 1993 (CGA). Under the CGA, goods supplied by a business must be of acceptable quality, fit for the intended purpose, and match their description. If a product does not comply with these guarantees, consumers are entitled to remedies such as repair, replacement, or refund. The CGA applies regardless of any store policies or promotions.

 

3.             Change-of-Mind Returns

We understand that sometimes you may simply change your mind. For online                  purchases, CEMÔY may accept change-of-mind returns under the following conditions:

·       Change-of-mind returns may be accepted within 7 calendar days of delivery.

·       Products must be authentic, unopened, unused, and in their original packaging.

·       Gifts with purchase, including free samples, promotional items, or bonus products, must be returned along with the purchased product to be eligible for a change-of-mind refund.

·       A valid receipt or proof of purchase is required.

·       Refunds for change-of-mind returns do not include shipping, delivery, or handling fees.

                  Note: Change-of-mind returns are not required by Australian or New Zealand                   consumer law.

 

4.             Faulty, Damaged or Defective Products

If a product you purchased is faulty, damaged, or not as described, you may be               entitled to a remedy under the ACL (Australia) or CGA (New Zealand).

                  4.1          What Is a Faulty Product?

                                A product may be considered faulty if:

                                    ·      it is defective or doesn’t work as intended;

                                    ·      it does not match the description or sample;

                                    ·      it is unsafe or unfit for its normal purpose;

                                    ·      it fails to meet minimum quality standards under the ACL                                                       (Australia) or the CGA (New Zealand), depending on country of                                                 purchase. 

                  4.2          How to Lodge a Faulty Product Return

                                To request a remedy for a faulty product:

                                    1. Contact CEMÔY within a reasonable time of discovering the fault.

                                    2. Provide the original receipt or proof of purchase.

                                    3. Explain the issue clearly.

·      In Australia, refer to Sections 54–59 of the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010 (Cth)).

·      In New Zealand, rights and remedies are provided under the Consumer Guarantees Act 1993.

                  4.3           Remedies for Faulty Products

                                    Depending on the nature of the fault, you may be entitled to:

·      repair,

·      replacement, or

·      refund.

Under both the ACL and CGA, remedies for faulty goods are determined by the consumer law of the country where the purchase was made — not by CEMÔY — and must be provided promptly and without unreasonable delay. In New Zealand, if a remedy is not provided within a reasonable time, additional options may be available under the CGA. For faulty products, shipping or delivery fees are refundable in accordance with applicable consumer law.

 

5.             Refunds and Refund Timing

·      If your return is accepted, refunds will be processed within 30 calendar days from the date the return is accepted.

·      Refunds will be made using the same payment method as the original purchase where reasonably possible.

·      Delivery, shipping, or handling fees are only refundable for faulty products in accordance with relevant consumer law (ACL in Australia or CGA in New Zealand). They are not refundable for change-of-mind returns.

 

6.             Non-Refundable Items

Products that *cannot* be refunded or returned for change of mind include:

·      products that have been opened, used, or whose hygiene seals have been broken (unless there is a manufacturing fault);

·      products returned outside the specified timeframe;

·      products without proof of purchase (this may affect your ability to claim a remedy under consumer law).

 

7.             What Happens If My Return Is Not Accepted?

If your return is not accepted by the retailer (e.g., outside the change-of-mind period or without proof of purchase), or if the retailer determines the item shows no fault under relevant consumer law (ACL in Australia or CGA in New Zealand):

·      CEMÔY may, at its discretion, either return the product to you or dispose of it.

·      You will not receive a refund or exchange;

·      You may still have rights under Australian Consumer Law or the New Zealand Consumer Guarantees Act independent of this policy — for example, you may be entitled to a remedy for a major failure even without a receipt (depending on the circumstances).

 

8.             Key Legal References

This policy is intended to comply with, and is subject to, the rights and obligations under the relevant consumer law for the country in which the product was purchased:

·      For products purchased in Australia: Australian Consumer Law (ACL) — Schedule 2 of the Competition and Consumer Act 2010 (Cth).

·      For products purchased in New Zealand: Consumer Guarantees Act 1993 (CGA).

Nothing in this policy limits, restricts, or excludes any rights you may have under the ACL (if purchased in Australia), the CGA (if purchased in New Zealand), or any other consumer protection laws applicable in the country of purchase.