Refund policy
Returns & Exchanges Policy
Introduction
This Returns & Exchanges Policy explains how returns, exchanges and refunds work for products purchased on https://duchessence.com (the “Website”), operated by MD Agence Ecommerce (trading as “Duchessence”).
Nothing in this Policy limits or excludes any rights you have under the Australian Consumer Law.
1. Change-of-mind returns
Because our products are used on the body and for hygiene reasons, we do not generally offer change‑of‑mind returns once a product has been opened or used, except as described under our Satisfaction Guarantee below.
If your order has not been opened or used and is in resalable condition, you may contact us within 14 days of delivery to request a return, subject to the conditions below. Return shipping costs in this case are your responsibility.
2. Conditions for returns
To be eligible for a change‑of‑mind return (outside of the Satisfaction Guarantee):
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Products must be unused and in their original, unopened packaging.
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Products must be in perfect, resalable condition.
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You must contact us within 14 days of receiving your order at contact@duchessence.com, including your order number and the reason for your request.
If we approve your return, we will provide instructions for sending the products back to us. Return shipping costs are at your expense, unless otherwise stated in the Satisfaction Guarantee.
This Policy does not affect your rights under the Australian Consumer Law.
3. Products that cannot be returned (for hygiene reasons)
For health and hygiene reasons, we cannot accept returns of certain products once they have been opened or used, except where required under the Australian Consumer Law (for example, in case of a fault):
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Hygiene or personal-use products once opened or used (including exfoliating towels and shower accessories)
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Personalised or custom products
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Perishable products
If a product is faulty, damaged or not as described, please contact us as soon as possible so we can assist you in line with your rights under the Australian Consumer Law.
4. Refunds
Once we receive and inspect any approved return, we will confirm whether a refund is approved.
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If approved, refunds are processed to the same payment method used for the original purchase.
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We aim to process refunds within 14 days of receiving and checking the returned products.
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Original shipping fees may not be refundable unless required by law.
This is in addition to your statutory rights under the Australian Consumer Law.
5. 90‑day Satisfaction Guarantee
In addition to your statutory rights, we offer a 90‑day satisfaction guarantee on eligible products purchased through our Website.
If you are not satisfied with your purchase within 90 days of delivery, you may contact us to request:
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an exchange, or
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a refund,
subject to the following conditions:
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You must contact us at contact@duchessence.com within 90 days of delivery with your order number and a brief explanation.
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We may ask for reasonable information about how you used the product so we can improve our offering.
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In the context of this guarantee, we may cover or reimburse reasonable return shipping costs, as stated to you in writing when we approve your request.
This Satisfaction Guarantee is a commercial gesture and does not limit any rights or remedies you have under the Australian Consumer Law.
6. 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. If the failure is minor, we may choose to repair or replace the product or provide a refund.
If you believe a product is faulty or does not meet your consumer guarantees, please contact us at contact@duchessence.com as soon as possible with your order number and details of the issue.
7. Additional information
For more information about shipping, please see our Shipping Policy:
https://duchessence.com/policies/shipping-policy
For our full terms of sale and website terms, please see our Terms of Service:
https://duchessence.com/policies/terms-of-service
Last updated: 4 January 2026