Returns & Refunds Policy

Last updated: 5 September 2026

This Returns & Refunds Policy applies to purchases made from femlibre.au.

FemLibre Pty Ltd (ABN 19 685 453 927) ("FemLibre", "we", "us" or "our") wants to deal with product and order problems fairly and in accordance with Australian consumer law.

Nothing in this policy excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law (ACL) that cannot lawfully be excluded.

1. Change of mind

Because FemLibre sells menstrual and personal-care products, we do not generally accept returns, refunds or exchanges for change of mind once an order has been dispatched.

This includes circumstances where you:

• change your mind about a purchase;

• no longer need the product; or

• accidentally select the wrong product, variant or flow and the product supplied correctly matches your order.

This change-of-mind policy does not affect your rights under the Australian Consumer Law where there is a problem with the goods.

2. Cancelling or changing an order before dispatch

If you need to cancel or change an order, contact hello@femlibre.au as soon as possible.

If the order has not entered fulfilment or been dispatched, we will make reasonable efforts to accommodate your request.

If we are able to cancel the entire order before fulfilment, we will provide a full refund of the amount paid for the cancelled order, including applicable shipping charges.

We cannot guarantee that changes or cancellations can be made after processing or fulfilment has commenced.

3. Faulty, damaged, unsafe or incorrect products

Please contact FemLibre if:

• your product is faulty;

• your order arrives damaged;

• a product appears unsafe or contaminated;

• you receive a product different from what you ordered;

• products are missing from your order;

• the product is materially different from its description; or

• you believe the product otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Contact us at hello@femlibre.au and provide your order details and a description of the problem.

Depending on the issue, we may reasonably ask you to provide photographs, product packaging, batch or lot information, or other information necessary to investigate the issue.

4. Australian Consumer Law

Products sold by FemLibre come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Among other requirements, products must be of acceptable quality, be reasonably fit for applicable purposes, match their description and comply with other applicable consumer guarantees.

The remedy available when a consumer guarantee is not met depends on the circumstances and whether the problem constitutes a major or minor failure under the Australian Consumer Law.

Where applicable, you may be entitled to a replacement, refund, repair or other remedy provided by law.

FemLibre will not use this Returns & Refunds Policy to remove or restrict those rights.

5. Opened or used products

Opening a product or discovering a problem after beginning to use it does not automatically remove your rights under the Australian Consumer Law.

For example, a fault or safety issue may only become apparent after a package has been opened.

Our restriction on change-of-mind returns should not be interpreted as preventing you from contacting us about a genuine product fault, safety concern or other failure to comply with an applicable consumer guarantee.

6. Incorrect products supplied by FemLibre

If FemLibre sends you a product that does not match what you ordered, please contact us.

Where appropriate, we will arrange a replacement, refund or other suitable remedy.

FemLibre will cover reasonable return and re-delivery costs where the error was ours.

7. Product safety or quality concerns

If you experience or identify a potential product quality or safety issue, please contact us at hello@femlibre.au.

We may request information including:

• photographs;

• packaging;

• batch or lot numbers;

• details of the affected product; and

• a description of what occurred.

We may provide relevant information to the product manufacturer or supplier, including Cottons, where reasonably necessary to investigate or respond to the issue.

FemLibre's involvement of a manufacturer or supplier does not remove any obligation FemLibre has to provide you with a remedy under the Australian Consumer Law.

If you experience a medical issue or adverse reaction, seek appropriate medical assistance. FemLibre does not provide medical advice.

8. Returning a product

Please contact us before returning a product so we can assess the issue and, where necessary, provide appropriate return instructions.

Where goods fail to meet an applicable consumer guarantee and FemLibre is responsible for reasonable return costs under Australian law, those costs will be handled by FemLibre.

We will not require customers to bear return costs where the law requires FemLibre to do so.

For hygiene and safety reasons, please do not send opened menstrual products back to us unless we specifically request that you do so.

9. Proof of purchase

We may request reasonable proof that the product was purchased from FemLibre.

This may include:

• your Shopify order number;

• order confirmation email;

• payment record; or

• other reasonable evidence of purchase.

An original paper receipt is not necessarily required where another reasonable form of proof is available.

10. Refunds

Where a refund is approved or required by law, we will process it promptly.

Refunds will generally be made to the original payment method unless another arrangement is agreed or required.

After FemLibre processes a refund, the time taken for funds to appear in your account may depend on your bank, card issuer or payment provider and is outside our direct control.

11. Shipping charges and refunds

Where an entire order is appropriately refunded because of an error by FemLibre or where required under the Australian Consumer Law, applicable original shipping charges will also be refunded where required.

Where an issue affects only part of an order, the appropriate remedy and any applicable shipping component will depend on the circumstances and your rights under the Australian Consumer Law.

12. Lost or damaged deliveries

If an order is lost or damaged during delivery, contact FemLibre rather than being required to resolve the issue directly with Australia Post.

We may investigate the matter with Australia Post and ask you for reasonable information necessary to assist with that investigation.

Where you are entitled to a remedy from FemLibre, we will provide the appropriate remedy and manage any claim with the carrier separately.

More information is available in our Shipping & Delivery Policy.

13. Manufacturer involvement

FemLibre may work with Cottons or another relevant manufacturer or supplier to investigate product faults, quality concerns or safety issues.

However, where Australian consumer law gives you a right to seek a remedy from FemLibre as the retailer, we will not require you to pursue the manufacturer instead.

14. Contact us

To request a cancellation, return, refund, replacement or raise a problem with an order:

FemLibre Pty Ltd
ABN 19 685 453 927
Website: femlibre.au
Email: hello@femlibre.au

Please include your order number and enough information for us to understand the issue.