Refund Policy
We want you to absolutely love your products — and your experience shopping with us. If something arrives damaged, faulty, or not quite right, we’re here to help.
If your order arrives damaged, faulty, or not what you ordered, please email us at info@laalma.com.au within 14 days of delivery.
Include:
• Your order number (in the subject line)
• A short description of the issue
• Clear photos of the product and packaging
We’ll assess your request and get back to you as soon as possible.
Under the Australian Consumer Law, you are entitled to a refund, exchange or replacement if a product is faulty, unsafe, or not as described — even if it has been opened or used.
For minor faults (such as packaging defects or slight damage that doesn’t affect use), we may offer a replacement or partial refund, depending on the circumstances.
Return shipping for faulty or incorrect items is covered by us.
Change of Mind Returns
We understand that sometimes you change your mind. While we’re not required to offer refunds for change-of-mind, we do accept returns for store credit or exchange, subject to the following conditions:
• You contact us within 14 days of receiving your order
• The product is unused, unopened, and in its original packaging
• All seals or hygiene protection must be intact
• You cover the return shipping cost
• Original shipping fees are non-refundable
We do not accept change-of-mind returns for:
• Opened or used products (due to hygiene and safety reasons)
• Sale items
• Gift cards
How to Return a Product
If your return is approved, we’ll send you instructions for sending it back. Please ensure the item is well-packaged to avoid damage in transit.
• Refunds (where applicable) will be processed via your original payment method.
• Store credits will be issued as a code you can use anytime at checkout.
A Note on Natural Ingredients
We handcraft our products in small batches using natural ingredients. As a result, you may notice slight variations in colour, texture or scent over time — this is perfectly normal and not considered a fault.
Skin Sensitivities & Allergies
Everyone’s skin is different. We encourage you to review the full ingredients list before purchasing. If you’re unsure how your skin may react, we recommend starting with our ‘Mini’ sizes, which are ideal for testing before committing to larger quantities. Please consider performing a patch test before use. We do not offer refunds for reactions caused by unknown sensitivities or allergies.