Refund & Returns Policy

We want you to feel confident ordering from Sundown. If something isn’t right, we’ll always do our best to sort it quickly and fairly.

Change of Mind Returns

If you change your mind, you can request a return within 14 days of delivery.

To be eligible:

• The item must be unused, unopened, and in its original packaging
• It must be in the same condition you received it
• Proof of purchase must be provided

Please note:

• Return shipping costs are the responsibility of the customer for change-of-mind returns
• We recommend using a tracked shipping service, as we can’t be responsible for items lost in transit
• Original shipping costs are non-refundable for change-of-mind returns

Non-Returnable Items

For hygiene and safety reasons, we can’t accept returns on:

• Opened or used personal-care products
• Free gifts or promotional items
• Samples
• Gift cards

This does not affect your rights under Australian Consumer Law if your item is faulty, damaged, incorrect, or not as described.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, incorrect, or not as described, please contact us as soon as possible so we can help.

Depending on the issue, we may offer:

• A replacement
• A refund
• Another suitable solution

To help us assess the issue, please include:

• Your order number
• A brief description of the issue
• Clear photo evidence of the product, packaging, and shipping label where relevant

How to Start a Return

Email us at shopsundown.com@gmail.com with:

• Your order number
• A brief explanation of the issue
• Photos, if applicable

If your return is approved, we’ll send you the next steps.

Refunds

Once your return is received and inspected:

• Your refund will be processed to your original payment method
• Refunds usually take 5–10 working days, depending on your bank or payment provider

For partial returns, only the returned items will be refunded.

We reserve the right to refuse returns that don’t meet the conditions above, except where required under Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. If your product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or other remedy depending on the circumstances.

Nothing in this policy limits your rights under Australian Consumer Law.

A Quick Note from Us

We genuinely care about making sure your Sundown order arrives safely and as expected. If there’s ever an issue, contact us at shopsundown.com@gmail.com and we’ll do our best to help.