Please read all of the information below and instructions provided on each product page to ensure you are using our products correctly and safely. Remember that our returns policy is in addition to, and does not exclude any of, your rights under the Australian Consumer Law.
Once you have made a purchase, you have agreed to all the sections and points outlined below. If you have any questions or concerns regarding a return, please email us using our Contact form on the ‘Contact Us’ page.
As per our 30 Day Risk-Free Trial, first time customers can try one garment from your first order risk-free. If you're not satisfied with how it functions, we'll gladly refund the cost of that single item (excluding shipping costs).
Afterwards, you may:
AuntFlo products are labelled as sanitary products, hence, we have strictly implemented a “No Return Policy”. Returned sanitary products cannot be resold, despite claims of them being unused, unworn, and unwashed. This is to maintain and uphold strict hygiene, health, and safety standards to protect our customers and warehouse staff. After all, we’re not only here for the planet, but also for your health.
Change-of-mind and size refunds are not covered under ACCC regulations.
Please email our lovely team for any further information at hi@auntflo.au.
If you are a first time customer with us, we can gift you 1 (one) pair of underwear (in your correct size) if you have accidentally initially purchased the wrong size.
Please refer to our sizing charts for each individual style of period underwear as they can sometimes differ from your standard AU/NZ/UK sizing.
Please note: Change-of-mind and size refunds are not covered under ACCC regulations.
Please email our team within 30 days of your order being delivered. Photo proof will be required upon contacting our customer service team, so please have this ready to go. We will then send out a replacement or provide a refund for the faulty product/s.
Please contact our Customer Experience team at hi@auntflo.au so we can assess, investigate and resolve this issue for you.
Please provide our Customer Experience team with the following information:
If applying for multiple faults, you will be required to provide a photo of all items and their faults in one photo so that we can clearly identify the issue.
No refunds will be provided to purchased gift cards.
If you haven’t received a refund yet, first check your bank account again.
Then contact your bank; it may take some time before your refund is officially posted.
If you have any questions about your refund money arriving (after it’s been processed), please firstly allow for a minimum of 5 business days after the refund has been processed to check up on it, then contact your bank and then contact us. But at a maximum, it shouldn’t arrive any longer than 10 business days, depending on the banking institution - feel free to reach out to us so we can communicate with you during this time.
AuntFlo is not responsible for lost or stolen packages.
If your tracking information states that your package was delivered to your address and you have not received it, please file a complaint to your respective courier.
If you have any further questions on how to do this please reach out to our lovely Customer Support Team.
If you have any further questions, please do not hesitate to read this page again for extra clarity and to then contact us via the Contact page :)
Remember, contacting us via social media may not be the best way to get a prompt response. We do our best to respond to everyone within 24-48 hours (business hours / Mon - Fri) via email and sometimes, messages can get lost in social media. So, please make sure to contact us on our website via the contact form.
Lastly, we seek to resolve all matters civilly and in a good way. If you are genuinely unhappy about something (order, product etc), please contact us to resolve things.
