Refund and Returns Policy
Last updated: 2 October 2026
We make everything here by hand in small batches, and we want you to be happy with it. If something is not right, tell us — we would much rather sort it out than have you quietly disappointed.
Email contact@forestremedy.shop with your order number and a photo if the problem is something you can see.
If something is wrong with your order
You are entitled to a repair, replacement or refund if an item:
- arrives damaged, leaking or broken
- is not what you ordered
- is faulty, or does not do what we said it does
- arrives past its use-by date
For a major problem you choose whether you want a refund or a replacement. For a smaller problem we may replace the item instead. This is your right under the Australian Consumer Law, and nothing on this page limits it.
Tell us within 14 days of your parcel arriving so we can work out what happened — a damaged parcel usually means something to take up with the courier, and they have their own time limits. We will cover return postage where the fault is ours.
If you have changed your mind
We can accept a change-of-mind return within 14 days of your order arriving, provided the item is:
- unopened, unused and still sealed
- in its original packaging and in resalable condition
Return postage for a change of mind is yours to pay, and we refund the price of the item rather than the original shipping. Get in touch before sending anything back so we can give you the return address and keep an eye out for it.
What we cannot take back
For hygiene reasons we cannot accept the return of skincare that has been opened or used, unless there is something wrong with it. Balms, oils, serums and soaps go onto skin, and once a jar has been opened we have no way of knowing how it has been stored. This does not affect your rights above if the product is faulty.
We also cannot refund gift cards, or items bought from our market stall — bring those back to the stall and we will look after you there.
How refunds are paid
Refunds go back the way the money came. Card payments are refunded to the same card through Square, and bank transfers are refunded to the account the payment came from. Once we process it, allow three to five business days for your bank to show it.
Parcels that go missing
If your tracking has not moved for more than five business days, email us. We will chase it with the courier, and if it cannot be found we will resend your order or refund it. Please make sure the delivery address you give us is right — we cannot cover parcels delivered correctly to an address that was entered wrongly.
Allergies and sensitivities
Every ingredient is listed on the label, and we are adding the full lists to each product page. Plants are powerful, and skin is individual — if you know you react to something, email us before you order and we will check the full ingredient list for you. Patch test on a small area first.
If you have a genuine reaction to a product, stop using it and email us. We will refund it. We would also like to know what happened, because that is the sort of thing we want on record.
Sessions with Leni
For now, sessions are paid for at the session, so nothing is charged through this site when you request a time. If you need to cancel or move a session, please give at least 24 hours’ notice: reply to Leni’s text, or email contact@forestremedy.shop.
Contact
Email contact@forestremedy.shop with your order number. We answer within two business days, usually sooner.