Refund policy

Returns & Refunds Policy – SALTT Australia

Last updated: 13 October 2025

We want you to love SALTT. If something’s not right, we’ll sort it promptly and fairly. Nothing in this policy limits the rights you have under the Australian Consumer Law (ACL)—you’re entitled to a repair, replacement, or refund if a product is faulty, unsafe, not fit for purpose, or doesn’t match the description. These rights can’t be excluded. 

1) Change-of-Mind Returns (unopened items)

We accept change-of-mind returns within 30 days of delivery for unopened, unused products in their original packaging.

  • Proof of purchase is required.

  • Return shipping is at the customer’s cost for change-of-mind returns.

  • For hygiene and safety reasons, opened consumables can’t be returned unless there’s a problem covered by the ACL.
    (Under the ACL, businesses don’t have to offer change-of-mind refunds—but where a store does, it must honour those terms.) 

2) Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty/defective, or we’ve sent the wrong item, please contact us within 7 days of delivery. We’ll organise a replacement, refund, or repair (as appropriate) in line with the ACL. In these cases, we cover return shipping or provide a pre-paid label. 

What we may ask for:

  • Your order number.

  • Photos of the item, packaging, and courier label (for damage/short-ship investigations).

3) What can’t be returned?

  • Opened electrolyte sticks/packs or any consumable that has been unsealed (unless faulty under the ACL).

  • Change-of-mind returns outside the 30-day window.

  • Final sale/clearance items where clearly stated on the product page (ACL rights still apply). 

4) Bundles & free gifts

For bundles, we typically need the entire bundle returned (unopened) for change-of-mind requests. Any free gifts or samples received with your order must also be returned.

5) Refunds

  • Approved refunds are processed to your original payment method once the return is received and inspected.

  • Please allow 3–5 business days after processing for your bank/card issuer to post the funds (timing may vary).

  • Shipping fees (original and return) are not refundable for change-of-mind returns. If the product is faulty or we made an error, we’ll refund applicable shipping in line with the ACL.

6) Exchanges

If you’d like to exchange an unopened item for a different flavour, start a return and note the requested exchange in your message. We’ll confirm stock and next steps. (Exchange postage may apply for change-of-mind requests.)

7) How to start a return

  1. Email support@getsaltt.com.au with your order number and the reason for return (change of mind, damaged, faulty, wrong item).

  2. We’ll reply with instructions and, where applicable, a pre-paid label.

  3. Pack items securely; include your order number in the parcel.

  4. Keep your return tracking receipt.

8) Proof of purchase

Please provide your order confirmation email or order number so we can help quickly.

9) ACL statement

Your rights under the Australian Consumer Law apply in addition to this policy. If a product has a major failure, you can choose a refund or replacement; for a minor failure, we may repair, replace or refund within a reasonable time.