Faulty or damaged product:
Cell Squared takes every effort to ensure that we pack your order as safely as possible, but damage does occur from time to time – especially in the transit of glass items.
If your products arrive faulty or damaged, Cell Squared will provide a replacement. You must notify us in email at info@cellsquared.com.au within 7 days of receipt of goods for a replacement/refund. It is preferred photos are shared via email, so the damaged can be assessed as a part of the refund/replacement process.
In some cases, we will request that items be sent back for inspection/investigation before proceeding with refund process. All shipping & return labels for damage goods will be paid for by Cell Squared.
Unsatisfied with product:
We just know that you will love our products but if for any reason you are unsatisfied, Cell Squared will provide a full refund for the product, minus return shipping costs. You must notify us within 30 days of purchase with a valid reason. Any food product must be at least 75% unused when returned to be eligible for a refund. Refunds are processed by the same method that you made payment.
Change of mind:
If you wish to return a product due to change of mind, you must notify us within 30 days of receipt of goods. We will provide a full refund, minus return shipping costs. Any product must be unopened and unused when returned to be eligible for a refund. Refunds are processed by the same method that you made payment.
Return shipping costs will be PAID by the customer. Organising return shipping label and sending return parcel will COMPLETED by the customer.
If change of mind is requested & approved before products/parcel is packed or sent from our warehouse, we will refund the entire purchase/product amount including the shipping costs.
If the parcel order has been created in Australia Post system, booked in for pick up, this is classed as the item has been sent, as we have already paid for the shipping costs and cannot be refunded. Once the parcel is packed & shipping label attached, shipping costs are not refunded.
Refunds are made at the sole discretion of Cell Squared.
Please NOTE - once returns arrive & picked up, it can take up to 2-4 business days for processing. As returns is a separate section of our warehouse which sets aside time to check/confirm condition of the product/s. Then process the refund.