Refund policy

Effective date: 6th January 2026


At The Unfiltered Co (“we”, “us”, “our”), we put a lot of care into packing and sending every order. Please read this policy carefully before purchasing.

Change of mind

Because our products are small-batch and made/packed to order, we do not offer returns, exchanges, or refunds for change of mind, including (but not limited to):

  • you ordered the wrong item
  • you changed your mind after ordering
  • you no longer want the item
  • you didn’t read the product details/measurements
  • you found it cheaper elsewhere

Australian Consumer Law (ACL)

Nothing in this policy excludes your rights under the Australian Consumer Law.

You are entitled to a repair, replacement, or refund if a product:

  • is faulty or defective
  • is significantly different from its description or sample
  • is unsafe
  • has a major failure under ACL

If the issue is minor, we may offer a repair or replacement first.

Damaged in transit or wrong item received

If your order arrives damaged, or you receive the wrong item, please contact us within 48 hours of delivery so we can help.

Email: theunfilteredco@outlook.com

Include:

  • your order number
  • clear photos of the item and packaging (including the shipping label)

If confirmed as damaged in transit or incorrect, we will arrange a replacement (or refund if a replacement isn’t available).

Lost parcels / delivery issues

If your tracking shows “delivered” but you can’t locate your parcel:

  • please check around your property and with anyone else at the address
  • contact your local postal service/courier

If it still can’t be found, email us at theunfilteredco@outlook.com and we’ll guide you through the next steps.

Refunds (when applicable)

Refunds are only issued where required by ACL or where we agree a refund is appropriate (e.g. confirmed transit damage and no replacement available).

If approved:

  • refunds are processed to the original payment method
  • processing time depends on your bank/payment provider (usually 3–10 business days)

Contact us

If you need help, contact:

The Unfiltered Co

Email: theunfilteredco@outlook.com

Website: unfilteredco.com.au