Refund Policy
Damaged or Faulty Products
At Organic Souk, we deeply care about your satisfaction, this is not just some generic talk, its the most important thing to us. Our goal is for you to have a positive experience with our products. If you receive a faulty or damaged item, or if it doesn't match the product you ordered from our website organicsouk.com.au, we will be more than happy to offer you a refund or replacement.
To initiate the process, we kindly ask you to reach out to us via email at orders@organicsouk.com.au within 30 days of receiving the product. Our team will ask you a few questions to understand the nature of the issue and will provide you with detail on how to proceed with returning the product and obtaining your replacement or refund.
Purchased at our Warehouse
If you have made a purchase in person at our warehouse kindly send us an email at orders@organicsouk.com.au or call us on 0499 243 476. Please note that we can only accept returns for purchases made along with the receipt of the purchase.
30 Day Money Back Guarantee
Organic Souk understands that at times you may not be happy with the product you've ordered, it happens, this might be for a number of reasons. We generally always advise that customers come to our warehouse if they can to try our products before purchasing, if that's not possible for you, then we advise order smaller quantity or weight sizes for the first time to make sure the products are right for you.
However, if you are not happy with your purchase, you may return it to us for a store credit or refund within 30 days. Prior to accepting store credit or refund our team may ask you questions like:
- Did you use the product in-line with the 'How to Use' instructions?
- Why did it not meet your expectations?
- Was there a disconnect or difference between what you read on the product page and the product?
Please note that the cost of return shipping is not included in the 30 day money back guarantee. Note also that the 30 day money back guarantee is not valid for Limited Edition items, Promotions/Offers, Free Gifts or Samples.
To return a product, please get in touch on orders@organicsouk.com.au and we will let you know next steps. Once we receive your returned product, we will process it within 7 days.