Refund & Returns Policy

Last Updated: 12 August 2026

At Metti Essence, customer satisfaction is important to us. This Refund & Returns Policy explains how we handle returns, refunds, damaged or defective products, incorrect orders, and cancellations.

Metti Essence is an online skincare business based in Adelaide, South Australia, Australia, selling products worldwide through an online dropshipping model.

Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law (ACL) or other consumer protection laws that cannot legally be excluded.

For questions or refund requests, please contact us at mettirr123@gmail.com.

1. Change-of-Mind Returns

We may accept eligible change-of-mind returns if you contact us within 14 days of receiving your order.

To be eligible for a change-of-mind return, the product must:

Be unused and unopened;
Be in its original packaging;
Have all original seals and protective packaging intact;
Be in the same condition in which you received it; and
Be accompanied by appropriate proof of purchase.

For health, hygiene, and safety reasons, skincare and cosmetic products that have been opened, used, tested, or had their protective or hygiene seals removed generally cannot be returned for a change of mind, except where required by applicable law.

Please contact us before returning any product. Do not send a return directly to an address shown on the original package unless we specifically instruct you to do so.

2. Damaged, Defective or Incorrect Products

Please inspect your order after receiving it.

If your product arrives damaged, defective, leaking, contaminated, significantly different from its description, or you receive the incorrect item, contact us as soon as reasonably possible at mettirr123@gmail.com.

When contacting us, please provide:

Your order number;
Your full name;
A description of the problem; and
Clear photographs or other reasonable evidence of the product and packaging, where appropriate and available.

This information helps us investigate the issue with our supplier or fulfilment provider.

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

3. Australian Consumer Guarantees

Our products come with guarantees that may apply under the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict, or modify those guarantees or any other statutory rights that cannot legally be excluded.

Depending on the circumstances, you may be entitled to a refund or replacement if a product has a major problem.

For problems that are not major, we may be entitled to provide an appropriate remedy within a reasonable period, subject to the Australian Consumer Law.

Your rights under Australian Consumer Law apply independently of any additional change-of-mind return policy offered by Metti Essence.

4. Skincare Reactions and Sensitivities

Everyone's skin is different, and skincare products may produce different results for different individuals.

A product not producing your preferred cosmetic result does not necessarily mean that the product is defective.

Customers are responsible for reviewing product information and ingredients before use, particularly if they have known allergies or sensitivities.

We recommend performing an appropriate patch test before extensively using a new skincare product where suitable.

If you experience irritation or an unexpected reaction, stop using the product and seek appropriate medical advice if necessary.

If you believe a product itself is defective, contaminated, incorrectly labelled, unsafe, or otherwise fails to meet applicable consumer guarantees, please contact us so we can investigate.

Nothing in this section limits rights available under applicable consumer law.

5. Non-Returnable Items

Subject to your statutory consumer rights, we generally cannot accept change-of-mind returns for:

Opened or used skincare products;
Products with broken or removed hygiene seals;
Products not in their original condition;
Products damaged after delivery through misuse or improper storage;
Personalised or customised products, where applicable;
Gift cards, where applicable; or
Products specifically identified as non-returnable where permitted by law.

Sale or promotional products remain covered by applicable consumer guarantees. A discounted price does not remove statutory rights relating to faulty or non-compliant goods.

6. Return Process

Before returning an eligible product, please contact mettirr123@gmail.com.

Include your order number and reason for requesting the return.

If your return is approved or a return is required, we will provide instructions regarding where and how the product should be returned.

Because Metti Essence uses third-party dropshipping suppliers, the appropriate return location may differ depending on the product and supplier.

Do not return products to the address printed on the shipping package without first contacting us.

Products returned without prior authorisation may be difficult to identify or process.

7. Return Shipping Costs

For approved change-of-mind returns, customers may be responsible for return shipping costs where permitted by applicable law.

If a product is faulty, damaged, incorrectly supplied, or otherwise fails to satisfy applicable consumer guarantees, Metti Essence will handle reasonable return costs as required by applicable law.

Original shipping charges may not be refundable for change-of-mind returns unless required by law.

8. Refunds

Once an eligible return has been received and assessed, or once we otherwise determine that a refund is appropriate, we will notify you regarding the outcome.

Approved refunds will generally be issued to the original payment method used to make the purchase.

After we issue a refund, your bank, credit card provider, or payment processor may require additional time to process the transaction and display the funds in your account.

Processing times are controlled by the relevant financial institution and may vary.

9. Partial Refunds

In circumstances where permitted by law, a partial refund may be offered where appropriate.

However, we will not reduce a refund in circumstances where doing so would conflict with mandatory consumer rights.

10. Exchanges and Replacements

Where appropriate, we may offer a replacement for a damaged, defective, or incorrect product.

Replacement availability may depend on stock and supplier availability.

If a replacement is unavailable and you are legally entitled to a remedy, we may provide a refund or another appropriate solution.

For change-of-mind exchanges, please contact us to determine whether an exchange is available.

11. Order Cancellations

If you wish to cancel an order, please contact us at mettirr123@gmail.com as soon as possible after placing it.

Because orders may be automatically forwarded to our third-party suppliers and fulfilment partners, we cannot guarantee that an order can be cancelled once processing has begun.

If your order has already been dispatched, cancellation may no longer be possible and the applicable return process may need to be followed.

Any statutory cancellation rights available to you under applicable law remain unaffected.

12. Missing Orders

If your order has not arrived within the estimated delivery timeframe, please check your tracking information where available.

International orders may experience delays because of customs processing, couriers, postal services, public holidays, weather, or other circumstances.

If your order appears to be significantly delayed or lost, please contact mettirr123@gmail.com with your order number.

We will investigate the shipment with the relevant supplier or shipping provider.

If an order is confirmed to have been lost and you are entitled to a remedy under applicable law, we will provide an appropriate refund, replacement, or other remedy.

13. Packages Marked as Delivered

If your tracking information shows that your package was delivered but you cannot locate it, please first check:

Around your property and any safe delivery locations;
With members of your household;
With neighbours where appropriate;
Your building reception or mailroom, where applicable; and
With the courier or postal service.

If you are still unable to locate the package, contact us and we will assist with investigating the delivery where reasonably possible.

14. Incorrect Shipping Information

Customers are responsible for providing accurate shipping information when placing an order.

If you discover an error in your address, please contact us immediately.

We cannot guarantee that shipping details can be changed after an order has entered processing or has been dispatched.

Where an order is returned or cannot be delivered because of incorrect information supplied by the customer, additional shipping costs may apply for reshipment where permitted by law.

15. International Customers

Metti Essence sells products internationally.

Customers outside Australia may have additional consumer rights under the laws of their country or region.

Nothing in this Refund & Returns Policy is intended to exclude statutory rights that cannot legally be waived or excluded.

Where local mandatory consumer law provides greater protection than this policy, those mandatory legal requirements will apply.

16. European Union and UK Customers

Customers located in the European Economic Area or United Kingdom may have statutory withdrawal or cancellation rights for certain online purchases.

Depending on applicable law, exceptions may apply to sealed products that are not suitable for return due to health protection or hygiene reasons once they have been unsealed.

Where a statutory withdrawal right applies, Metti Essence will honour that right in accordance with applicable legal requirements.

This section does not affect separate rights relating to defective, damaged, or non-conforming goods.

17. Fraudulent Refund Claims

Metti Essence reserves the right to investigate refund or replacement requests where there are reasonable grounds to suspect fraud, abuse, manipulation, or false information.

We may request reasonable evidence necessary to assess a claim.

Nothing in this section allows us to refuse a legitimate remedy that a customer is legally entitled to receive.

18. Chargebacks and Payment Disputes

If you experience a problem with your order, we encourage you to contact us first at mettirr123@gmail.com so we have an opportunity to investigate and resolve the issue.

Nothing in this policy prevents you from exercising any rights you may have through your payment provider or under applicable law.

19. Changes to This Policy

We may update this Refund & Returns Policy from time to time to reflect changes to our business practices, suppliers, fulfilment arrangements, or applicable laws.

Updates will be published on our website with a revised “Last Updated” date.

Any changes will not remove statutory rights that already apply to an existing purchase.

20. Contact Us

To request a return, refund, replacement, or assistance with an order, please contact:

Metti Essence
Adelaide, South Australia
Australia

Email: mettirr123@gmail.com

When contacting us, please include your order number, name, and a brief explanation of the issue so we can assist you as efficiently as possible.