Refund policy
Last updated: 30 September 2026
| At a glance | |
|---|---|
| Money-back guarantee | 30 days from delivery, first order only, one per customer |
| What's refunded | The product price in full. Shipping isn't refunded. |
| Return shipping | Paid by you, except for damaged, faulty or incorrect items |
| Damaged or incorrect items | Email us within 48 hours of delivery with photos |
| Refund timing | Within 7 business days of approval, to your original payment method |
| How to start | Email support@homeandlaundry.com with your order number |
1. What's covered
| Not happy with your first order, within 30 days of delivery | Refund of the product price in full (30-day money-back guarantee) |
| Damaged, faulty, missing or incorrect items | Replacement or refund. If we need the item back, we cover the return cost. |
| Change of mind on an order after your first | Not eligible for a change-of-mind refund |
| Subscription delivery after your first order, already processed or shipped | Not refundable. Cancel before your next billing date to stop future deliveries. |
None of this limits your rights under the Australian Consumer Law (see section 6).
2. 30-day money-back guarantee
- Applies to your first order with Home & Laundry, one order per customer.
- Covers the product price in full. Shipping costs are not refunded.
- If your first order was a subscription, the guarantee covers that first delivery only.
How to claim it
- Email support@homeandlaundry.com within 30 days of delivery.
- Include your order number and the email address you ordered with.
- We confirm your claim and issue the refund within 7 business days.
3. Returning products
- Returns are not free. If you want to send products back, you pay the return shipping.
- Email us before sending anything so we can confirm your return and give you the return address.
- We recommend using a tracked shipping service.
- Original shipping charges are not refunded.
This section doesn't apply to damaged, faulty, missing or incorrect items (see section 4).
4. Damaged, faulty, missing or incorrect items
- Email support@homeandlaundry.com within 48 hours of delivery so we can sort it out quickly.
- Include your order number and clear photos or video of the issue.
- Once we've reviewed it, we send a replacement or refund you. If we need the item back, we cover the cost of returning it.
5. Subscriptions
- Subscription deliveries after your first order are non-refundable once processed or shipped, except for damaged, faulty, missing or incorrect items, or where the law requires a refund.
- To stop future deliveries, cancel before your next billing date. You need to cancel it yourself; we can't cancel subscriptions on your behalf. See our Subscription & Cancellation Policy.
6. 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 limits those rights, or any rights you have under the consumer laws where you live.
7. How refunds are paid
Approved refunds are issued to your original payment method within 7 business days of approval. Your bank or card provider may take a few extra days to show the refund.
8. Frequently asked questions
Is shipping refunded?
No. The guarantee covers the product price. Shipping is only covered for damaged, faulty or incorrect items.
Does the guarantee cover my subscription?
It covers your first delivery if it's your first order with us. Later deliveries aren't covered.
I've ordered before. Can I still use the guarantee?
The guarantee is for your first order only, one per customer.
How long does a refund take?
We issue it within 7 business days of approval. Your bank may take a few extra days to show it.
9. Contact us
Email support@homeandlaundry.com with your order number and the details of your request. We handle all support by email.
Order Shield. If you added Order Shield, see the Order Shield section of our Shipping Policy for claims. Order Shield does not change our 30-day money-back guarantee, which applies to your first order only. The Order Shield fee is refunded if your order is cancelled before dispatch, and is not refundable after dispatch.
Related: Shipping Policy · Subscription & Cancellation Policy · Terms of Service