Return and Refund Policy
Last updated: 17/11/2025
At Airelab, we’re committed to delivering a premium fragrance experience. If something isn’t right, we’re here to help. This policy complies with the Australian Consumer Law (ACL).
1. Change of Mind Returns
Due to the nature of fragrance products, we cannot accept returns for change of mind once the product has been opened, used, or unsealed.
If your item is unopened, unused, and in original condition, you may request a return within 14 days of delivery.
- Return shipping is the customer’s responsibility.
- Refunds are issued to your original payment method once the item is received and inspected.
- Shipping fees are non-refundable.
2. Damaged, Faulty or Incorrect Items (ACL Protected)
If your order arrives damaged, faulty, leaking, or incorrect, we will replace it or issue a refund in accordance with Australian Consumer Law.
Please contact us within 48 hours of receiving your parcel with:
- Your order number
- Photos of the issue
- A brief description
We will arrange a replacement or refund at no additional cost.
3. Missing Parcels / Lost in Transit
If your parcel is lost in transit, we will work directly with Australia Post to investigate.
- Once Australia Post confirms the parcel is lost, we will replace or refund your order.
4. Returns Process
To lodge a return, email us at:
📧 hello@airelabofficial.com
We will provide instructions and return details.
5. Non-Returnable Items
We cannot accept returns for:
- Opened or used fragrances
- Sale or clearance items
- Gift cards
- Custom or limited-edition products
- Items damaged due to misuse, neglect, or improper storage
6. Refund Timeframes
Once your return is approved and received, refunds take 3–7 business days to appear in your account.