Refund policy

Last Updated: 1 June 2026 

At The Psych Collective, we aim to provide high-quality products and services. This Returns and Refunds Policy outlines your rights and our obligations in accordance with the Australian Consumer Law (ACL).

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

1. Physical Products

We accept returns, replacements or refunds for physical products where:

  • the product is faulty, damaged or defective;
  • the product is not of acceptable quality.
  • the product does not match its description; or
  • you are otherwise entitled to a remedy under the Australian Consumer Law.

If your order arrives damaged or faulty, please contact us within 14 days of receiving your order.

To request a return, replacement or refund, please provide:

  • your order number;
  • a description of the issue; and
  • clear photographs of the product and packaging where applicable.

The item may need to be returned for inspection before a refund or replacement is approved.

1.1. Change of Mind Returns

We do not offer refunds or returns for:

  • change of mind;
  • accidental purchases;
  • incorrect selection; or
  • where the product is no longer wanted,

Unless required under the Australian Consumer Law.

Please review your order carefully before completing your purchase.

1.2. Return Process

All approved returns must be sent by post unless otherwise arranged.

Once your request has been reviewed, we will provide instructions for returning the item.

We recommend retaining proof of postage when returning products.

1.3. Return Shipping Costs

If a product is confirmed to be faulty, damaged or defective, we will cover reasonable return shipping costs or provide a prepaid return option where appropriate. 

If a return request does not relate to a fault or issue covered under Australian Consumer Law, return shipping costs will generally not be reimbursed.

1.4. Refunds and Replacements

Once the returned item has been received and assessed, we may offer:

  • a repair;
  • a replacement;
  • store credit; or
  • a refund,

depending on the nature of the issue and your rights under Australian Consumer Law.

Refunds will be issued to the original payment method where possible.

1.5. Exchanges

We may offer exchanges for faulty or damaged products where appropriate and where replacement stock is available. 

1.6. Incorrect Orders 

If you receive the wrong physical product, please contact us as soon as possible so we can arrange a replacement or correction.

 

2. Digital Products

Due to the nature of digital products, we generally do not offer refunds for:

  • downloadable resources;
  • digital products;
  • online materials; or
  • digital purchases accessed immediately after purchase.

However, refunds or remedies may still be provided where required under the Australian Consumer Law, including where:

  • the product is faulty;
  • the product is substantially different from its description; or
  • the product cannot be accessed due to a technical issue caused by our systems or software that we are unable to resolve. 

 3. Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

  • a replacement or refund for a major failure; and
  • compensation for any other reasonably foreseeable loss or damage. 

You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Contact Us

For all return requests and enquiries, please reach out via the contact us page:

The Psych Collective

Website: https://www.thepsychcollective.com/contact-us