REFUND AND RETURNS POLICY

We understand that sometimes you may wish to return a product you have purchased from Freedom Products. To assist you, we have set out the Freedom Products Refund and Returns Policy highlighting key points that you should know.

1. Change of mind

Please choose carefully as exchanges or refunds are not provided where you have changed your mind, made a purchasing error or where you have purchased the wrong size product or found the same product at a cheaper price.

Before purchasing our products, it is important that you familiarise yourself with the measurement guidelines and technical specifications for each product, which are available on our website, juju.com.au.

2. Refunds or exchanges

As you are purchasing hygiene products, Freedom Products are unable to offer a refund or exchange on such purchases. Returned hygiene products can not be resold, regardless of the claim they have not been used, as we uphold string hygiene, health and safety standards to protect our customers and warehouse staff.  

If the item does not meet the Australian Consumer Guarantees as outlined below, you are entitled to a refund or exchange.

3. Consumer Guarantees

As a consumer you are entitled to the benefit of consumer guarantees in respect of any products purchased from Freedom Products that cannot be excluded under the Australian Consumer Law.

Under the Australian Consumer Law, if any product has a major failure, you are entitled to a replacement or refund, or you may keep the product and seek compensation for any drop in the value of the product. You are also entitled to have the products replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.

Where a failure does not amount to a major failure, Freedom Products is entitled to choose between providing you with a replacement or other suitable remedy.

Freedom Products may not provide you with a refund or exchange where:

  • the products are damaged through misuse, accident or abnormal use;
  • product parts are missing through no fault of Freedom Products;
  • the products have been used;
  • the products contain minor imperfections or superficial blemishes or contain minor variations in dimension, colour, size or finish;
  • there is damage to external or product packaging only; or
  • the Australian Consumer Law does not apply.

Freedom Products do not provide a guarantee menstrual cups, cloth pads or period underwear will be suitable for every person due to anatomical differences and variances in menstrual flow from person to person.

4. Damaged or faulty products

We take care to pack your products carefully so that they won't get damaged in transit. This does not rule out the possibility of damage or loss as a result of transporting the products.  Although every effort is taken by our delivery service providers to handle the products with care, Freedom Products is not liable for lost, stolen or damaged products during delivery.

If the products do not arrive, Freedom Products, may, at its absolute discretion, provide you with replacement products or a fund of the full purchase price, provided you can supply Freedom Products with proof that the products were not delivered by our delivery service provider.

If products are faulty, are defective or have been damaged during delivery, please send a photo or video that clearly illustrates the problem to support@juju.com.au within 24 hours of receiving your delivery. You may be required to return the item to Freedom Products.

5. Returns

When returning damaged, faulty or defective products to Freedom Products, you must:

  • provide us with your proof or purchase;
  • return them in the condition received by you with all original packaging; and
  • comply with any other direction given by Freedom Products in relation to returning the damaged, faulty or defective products.

It is your responsibility to ensure that returned products are returned safely and within a reasonable period of time. Any costs incurred by you in returning the products will be borne by you. We accept no responsibility for products lost in transit and recommend using a tracked shipped method such as registered post.

If Freedom Products cannot be satisfied that you purchased the products from us then, Freedom Products will not accept your products for return.

6. Refunds

Once your returned products are received and inspected, Freedom Products will send you an email to notify you that we have received your returned products. We will also notify you of the approval or rejection of your refund.

Where there is no fault found or where we determine the products were damaged through misuse, accident or abnormal use, the products will be destroyed for hygiene and health and safety reasons and you will not be entitled to a refund.

Where there is a major fault found, you will be offered replacement products or a refund. Where a failure does not amount to a major failure, Freedom Products will be entitled to choose between providing you with replacement products or a refund.

When a refund is granted, we will refund the original purchase price via the previous method of payment indicated on the receipt. A refund will be processed within 7 business days of Freedom Products approving your refund. If the item was returned to Freedom Products, you will also be entitled to a refund of the shipping costs for returning the item.

Where the product was returned because of a failure to comply with a consumer guarantee, Freedom Products will also pay the reasonable cost you incurred to return the damaged, faulty or defective products to us.

7. Gifts

If you wish to exchange a gifted product, Freedom Products may, at its absolute discretion, accept or reject your request for an exchange. Freedom Products will not consider accepting a request for an exchange unless you have a gift receipt as your proof of purchase, and the product is unused and in its original packaging. Refunds are not available for gift returns.

8. Privacy

Freedom Products is committed to protecting your privacy. You may be asked to provide present photo identification when returning products so that we can record your name, address and other identification details. Personal Information (as defined in the Privacy Act 1988 (Cth)) collected will be stored and used in accordance with Freedom Products’ Privacy Policy (available at https://juju.com.au/pages/privacy-disclaimer).

CONTACT INFORMATION

Questions about the Refunds Policy should be emailed to support@juju.com.au.