Refund and Returns Policy

Refund & Returns Policy

Habitual Industries Pty Ltd (ABN 64 428 568 353) (“we”, “us”, “our”).

Last updated: 1 June 2026

This policy explains when and how you can return products purchased from habitualservices.com or directly from us. It applies in addition to — and does not limit — your rights under the Australian Consumer Law (ACL).

1. Your rights under the Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy you may have under the Australian Consumer Law that cannot lawfully be excluded.

Our goods come with guarantees that cannot be excluded under the ACL. For a major failure you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. For a failure that does not amount to a major failure, you are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality.

The rest of this policy deals with returns outside these guarantees — for example, change of mind.

2. Change-of-mind returns

We understand sometimes you order the wrong thing or no longer need it. We accept change-of-mind returns subject to all of the following:

  • The return is requested within 14 days of you receiving the goods.
  • The goods are unused, unopened and in original, resalable condition, including all original packaging, seals and labels intact.
  • You can provide proof of purchase (invoice or order number).
  • A 20% restocking fee applies, deducted from your refund.
  • Return shipping is at your cost, unless the return is due to our error (see section 4).

Change-of-mind returns are at our discretion and the above conditions must be met.

3. Chemicals, hazardous goods and hygiene products — important

For health, safety and regulatory reasons:

  • Opened chemicals, hazardous goods, and hygiene/personal-care products cannot be returned for change of mind. Only unopened items in original sealed packaging are eligible.
  • This does not affect your ACL rights if a product is faulty, unsafe, or not as described (see sections 1 and 4).
  • Always consult the product’s Safety Data Sheet (available in our SDS Library) before use.

4. Faulty, damaged, or incorrect goods

If goods arrive damaged, faulty, or are not what you ordered, contact us within 7 days of delivery with your order number and photos where relevant. Where the fault is ours or the goods are faulty:

  • We will cover return shipping, and
  • We will repair, replace, or refund in line with your ACL rights and the nature of the fault.

Please do not use a product you believe is faulty or unsafe beyond what is necessary to identify the issue.

5. Non-returnable items

The following are not eligible for change-of-mind returns:

  • Opened or used chemicals, hazardous goods, or hygiene/personal-care products
  • Products made or sourced specially to order
  • Clearance or final-sale items marked as such

(This list does not limit your ACL rights for faulty goods.)

6. How to request a return

  1. Email [email protected] or call 0467 672 866 (Mon–Fri, 8AM–6PM AEST) with your order number and reason.
  2. We’ll confirm whether your return is eligible and provide return instructions and an address.
  3. Do not send goods back before receiving confirmation — unauthorised returns may not be accepted.

7. Refund processing

Approved refunds are processed to your original payment method (or trade account) within 10 business days of us receiving and inspecting the returned goods. Original shipping charges are non-refundable except where required by the ACL.

8. Trade account customers

For customers on trade-account terms, approved returns may be credited to your account rather than refunded to a card, at our discretion.

9. Contact us

Habitual Industries Pty Ltd
ABN 64 428 568 353
Email: [email protected]
Phone: 0467 672 866

Scroll to Top