Returns & Refunds

Last updated: 12 June 2026  |  Effective date: 12 June 2026

1. About This Policy

This policy applies to products purchased directly from EMOTIVE through emotivelabs.com.au. If you purchased an EMOTIVE product from another retailer, please contact that retailer first.

We want returns to be straightforward. Before sending anything back, please contact us so we can confirm the appropriate next step and provide return instructions.

2. Change-of-Mind Returns

In addition to your rights under the Australian Consumer Law, we accept eligible change-of-mind returns requested within 30 days after delivery.

Eligibility

For a change-of-mind return, the product must:

• be unused, unwashed, clean and in resalable condition
• include its original packaging, tags, accessories and components
• not show signs of wear, use, odour, marks, damage or alteration
• be accompanied by an order number or other proof of purchase.

Items not eligible for change-of-mind return

• used or opened personal-use fitness and wellness products where hygiene or safety may be affected
• personalised, customised or made-to-order products
• gift cards
• items marked "final sale" before purchase.

These exclusions apply only to change-of-mind returns. They do not limit your rights if a product is faulty, unsafe, damaged, incorrectly described or otherwise fails a consumer guarantee.

3. Faulty, Damaged or Incorrect Products

Products sold in Australia come with automatic consumer guarantees. This includes that products must be of acceptable quality, safe, durable, fit for their usual purpose, match their description and meet any specific purpose made known to us before purchase.

If you believe your product has a problem, please contact us with your order number, a description of the issue and, where useful, clear photographs. We are entitled to assess the product before providing a remedy.

Major problems

If a product has a major problem, you may choose a refund or replacement. A major problem can include where the product:

• is unsafe
• is substantially different from its description or sample
• cannot be used for its normal purpose, or a purpose you told us about, and cannot easily be fixed within a reasonable time
• has a serious problem, or several smaller problems, that would have stopped a reasonable consumer from buying it if they had known.

Minor problems

If the problem is minor, we may choose to repair the product or otherwise fix the problem free of charge. If we cannot fix it within a reasonable time, you may be entitled to a replacement, refund or another remedy under the Australian Consumer Law.

4. Products Damaged in Delivery

Please inspect your order after delivery. If an item arrives damaged or you receive the wrong item, contact us as soon as reasonably possible so we can investigate and resolve it promptly.

Photographs of the product, packaging and shipping label can help us assess delivery damage, but contacting us later does not automatically remove any rights you may have under the Australian Consumer Law.

5. How to Request a Return

1. Email hello@emotivelabs.com.au with your order number and reason for the return.
2. For a fault or delivery issue, include a short description and photographs where practical.
3. Wait for our return instructions before posting the product. Returns sent without identifying information may take longer to process.
4. Pack the product securely and keep your postage receipt and tracking details until the return is resolved.

Do not send returns to an address shown on a parcel or invoice unless we confirm that address in writing.

6. Return Shipping Costs

Change of mind

You are responsible for the cost and risk of returning an eligible change-of-mind item. Original delivery charges are not refundable unless required by law.

Faulty, damaged or incorrect products

If we confirm that a product has a problem covered by the Australian Consumer Law, we will reimburse reasonable return costs you have paid or arrange an appropriate return method. Please keep your postage or transport receipts.

If an assessment finds that the product does not have a problem, or that the issue resulted from misuse or accidental damage, you may be responsible for collection, inspection or return costs. We will provide a reasonable estimate before incurring such costs where required.

7. Refunds

Once an approved return is received and assessed, we will notify you of the outcome. Approved refunds will be issued to the original payment method unless we agree on another method with you.

We aim to process approved refunds within 5 business days. Your bank or payment provider may take additional time to show the funds in your account.

For a major product problem, a refund is for the full amount paid for the affected product. We will not deduct an amount for use of a faulty product where the Australian Consumer Law requires a full refund.

8. Exchanges

For eligible change-of-mind items, exchanges are subject to product availability. The simplest process may be to return the original item for a refund and place a new order.

Where the Australian Consumer Law gives you a right to a replacement, we will provide a product of the same type where reasonably available. If a suitable replacement is unavailable, another remedy may apply.

9. Sale and Promotional Items

Sale and promotional products have the same consumer guarantee protections as full-price products. A discounted product is not excluded from a remedy merely because it was on sale.

An item clearly marked "final sale" is not eligible for a change-of-mind return, but it remains covered by all applicable Australian Consumer Law guarantees.

10. Gifts

Gift recipients may contact us about a return. We may request the original order number or other proof of purchase. Unless required otherwise by law, refunds are generally returned to the original payment method. We may offer an exchange or store credit where appropriate and agreed.

11. Proof of Purchase

We may ask for reasonable proof that the product was purchased from EMOTIVE. This may include an order confirmation, receipt, payment record or other evidence. Faulty products do not need to be returned in their original packaging.

12. Contact Us

For return, refund or product enquiries, contact EMOTIVE at hello@emotivelabs.com.au. Please include your order number where available.

This policy is general information about how EMOTIVE handles returns and is not legal advice. For more information about consumer guarantees, visit the Australian Competition and Consumer Commission.