Refund Policy
Last updated: October 2026
At CHLAX, we want you to be completely satisfied with your purchase. If something isn't right, we're here to help. Please read our refund and returns policy below.
Returns Window
We accept change-of-mind returns within 30 days of the delivery date.
Eligible Returns
We accept returns for:
- Unopened/unused items, returned in their original packaging and condition
- Change of mind, provided the product is in its original, resalable condition
Items that have been used, damaged by the customer, or are not in their original condition may not be eligible for a change-of-mind refund. Gift cards can't be returned for change of mind.
Faulty or Damaged Items
If your order arrives damaged, defective or incorrect, please contact us as soon as possible at hello@chlax.com.au with your order number and a photo of the issue. We will arrange a replacement or full refund at no cost to you, including return shipping.
How to Request a Return
To start a return, please contact our team before sending anything back:
- Email hello@chlax.com.au with your order number and reason for return
- Our team will respond within 1 business day with return instructions and a return address
- Pack the item securely and send it back using a trackable shipping method
- Once received and inspected, your refund will be processed within 5–7 business days
Please do not send items back without contacting us first.
Return Shipping Costs
For change-of-mind returns, return shipping costs are the responsibility of the customer. If an item is faulty, damaged or incorrectly sent, CHLAX will cover the return shipping cost.
Refund Options
Once your return is received and approved, you can choose to receive your refund as:
- Store credit, applied to your CHLAX account for future purchases
- Original payment method, refunded back to the card or payment method used at checkout
Refunds are processed within 5–7 business days of receiving your return. Please allow additional time for your bank or payment provider to process the refund.
Non-Returnable Items (Change of Mind)
- Items returned after the 30-day window
- Items that have been used and are not in resalable condition
- Items damaged due to misuse or improper care
- Gift cards
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 your rights under the Australian Consumer Law.
Contact Us
For any refund or return enquiries, please get in touch:
