Refund policy

Returns Policy

We want you to love your purchase. If there’s a problem, we’re here to help.

Australian Consumer Law

Our products 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 to compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality, and the failure does not amount to a major failure.

Change of Mind

For hygiene and safety reasons, we cannot accept returns or exchanges for change of mind on cosmetics, haircare, or grooming products once opened or used.
If the product is unused, unopened, and in original condition, you may request a return within 14 days of delivery. If approved, return postage is at the customer’s expense. Ionio Lab reserves the right to reject returns that fail to meet these conditions.

Faulty or Damaged Items

If your item arrives faulty, damaged, or incorrect, contact us within 7 days of delivery at contact@ioniolab.com with your order number and clear photos. We’ll assess the issue and, where required under law, provide replacement, repair, or refund as required under the Australian Consumer Law.

How to Request a Return

  1. Email contact@ioniolab.com with your order number and reason for return.
  2. Wait for return approval and instructions.
  3. Ship the item using a tracked method to the address provided.
  4. Once received and inspected, we’ll process your replacement or refund within 5 business days.

 

Shipping Costs

Return shipping costs are non-refundable unless the item is faulty or incorrect.