What if I’m unhappy with my purchase? Do you offer refunds or exchanges?Updated 2 months ago

If you're not happy with your Woohoo purchase, we're here to help. Here's how our returns and exchanges work.

Changed your mind, or ordered the wrong thing?

• First time trying that product → contact us within 90 days of delivery
• You've bought that product before → contact us within 30 days of delivery, unopened and in its original condition

You can take a refund or exchange it for something else, whichever you'd prefer.

Claiming under our Guarantees?

Our 90 Day Sensitivity Guarantee and 90 Day Freshness Guarantee apply to first-time and repeat purchases — contact us within 90 days of delivery either way. If a product is irritating your skin, please stop using it and get in touch rather than waiting out the 90 days.

You can choose a refund, a replacement, or an exchange — whichever suits you.

Guarantee claims are limited to 2 per household (same delivery address or email) in any 12-month period, across all products. The limit doesn't apply to faulty products.

Is something faulty?

This one works differently — there's no 90-day cut-off. A product is faulty if it arrived damaged, was incorrectly filled or labelled, or has deteriorated in a way it shouldn't have — separated, gone off, or won't hold together. Get in touch whenever you notice, choose a refund, a replacement, or an exchange, and we'll cover return postage.

Click here for what to do and what we'll need from you.

Is return shipping free?

Free return shipping (Australia only) applies if:

• It's your first time trying that product (excluding samples and Factory 2nds), or
• You're claiming under our 90 Day Sensitivity Guarantee or 90 Day Freshness Guarantee, or
• The product is faulty, arrived damaged, or isn't what you ordered

If you've bought that product before and you've changed your mind, return postage is at your cost. Return postage on international orders is at your cost as well, except where Australian Consumer Law requires otherwise.

What condition does my product need to be in?

Products should be in their original packaging where possible. For change-of-mind returns on a product you've bought before, we do ask that it's unopened.

If your order included a free or discounted promotional gift, please send that back too, or we'll deduct its value from your refund.

What about samples, Factory 2nds and Mystery products?

These can't be physically returned for hygiene reasons, but they are covered by our 90 Day Guarantees for store credit. Claims on them count toward your household limit, and free return postage doesn't apply.

What isn't covered?

• Clearance items
• Gift cards
• Rewards redemptions
• Wholesale and business orders
• Products altered or damaged after delivery — for example heated in a microwave or with a hairdryer, or modified with a knife or blade
• Products damaged by improper storage, such as being left in a hot car or in direct sunlight

Bought from a stockist? Contact them first — they hold the transaction record and can usually sort it out. If they can't help, get in touch with your proof of purchase and we'll arrange store credit.

Received it as a gift?

We treat gift recipients as first-time customers, so the 90-day windows above apply — measured from when the order was delivered to the person who bought it, not from when you received it. Contact us with enough detail for us to find the original order: an order number, or the purchaser's name and roughly when they bought it. The resolution is store credit in your name, except for faulty products, which follow the faulty section above.

No longer have the product?

You don't need to still have a product to make a claim, but we do need to be able to verify the purchase. For orders from our website, your order number — or the email or name you ordered under — is enough for us to find it. Where you no longer have the product, the resolution is store credit. Without proof of purchase we're unable to issue credit or a replacement, though we're always happy to help you troubleshoot.

Outside the windows above?

Get in touch anyway and we'll look at it case by case. Where we're able to help, the resolution is store credit and return postage is at your cost. This doesn't apply to faulty products.

How long do refunds take?

We process approved refunds within 2 business days of approval, or of your return arriving where one is needed. Your bank may take a further 2–5 business days to show the refund in your account.

Refunds go back to your original payment method. They don't include the original shipping fee, except where the product was faulty or not as described.

How do I start a return?

Contact us and we'll make it as fuss-free as possible. You'll need your order number, or the email or name you ordered under. Please don't send anything back before we've approved it — we can't accept unapproved returns. Once we've approved your return, please send it within 14 days.

Please read our full Refund Policy for all terms and conditions.