Refund policy

Made-to-order products
Every Whip Gold batch is made to order for your business, in the size, bottle or jar colour and scent you choose. Because of this, and because they are personal care products, we can't offer refunds or exchanges if you change your mind or choose the wrong option. Please check your selections carefully before you order. If you're unsure, email us first and we'll help.

Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If there is a major failure, you are entitled to a replacement or refund. If there is a minor failure, we will repair or replace the product within a reasonable time.

Damaged, faulty or incorrect orders
Please check your order when it arrives. If anything is damaged in transit, faulty or not what you ordered, contact us as soon as possible at stuarth@whipgold.com with your order number and photos of the issue. We'll assess it and arrange a replacement, credit or refund as appropriate. Please don't send items back until we've been in touch, so we can arrange the right return method at no cost to you.

Orders not yet in production
If you need to cancel or change an order, email us straight away. If production hasn't started, we'll adjust or cancel it and refund you in full. Once production has begun, we may not be able to change or cancel it.

Labels and custom work
Label design, printing and application are custom services. Once artwork is approved or labels are printed, these services can't be refunded, except where the Australian Consumer Law applies.

How refunds are paid
Approved refunds are made to your original payment method. Your bank may take a few business days to process it.

Questions
Email stuarth@whipgold.com and include your order number.