Returns & Refund Policy
At Unicorn Lab, we take pride in the quality and craftsmanship of our handmade products. Because our items are cosmetic in nature and used for personal care, we maintain strict hygiene standards to protect all our customers.
1. Change of Mind Returns
Due to the nature of our products and strict health and safety regulations, we only offer refunds or exchanges for change of mind once an order has been dispatched within 30 days.
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We highly recommend purchasing our 1ml Samples if you are unsure about a specific scent before committing to a larger bottle.
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Once a bottle is opened or the seal is broken, it cannot be returned for hygiene reasons.
2. Faulty or Damaged Items
In accordance with Australian Consumer Law, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage, please contact us within 14 days of receiving your order to resolve any product issues.
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Notification Period: Please inspect your order upon arrival. If an item is faulty, leaking, or damaged, you must notify us via email at sales@unicornlab.com.au within 48 hours of delivery.
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Evidence: Please include your order number and clear photos of the damage or fault in your email.
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Resolution: If the product is deemed faulty, we will provide a replacement or a full refund to your original payment method, including any applicable shipping costs.
3. Scent Preferences & Allergic Reactions
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Scent Profiles: Scent is subjective. We provide detailed descriptions and "vibe" categories for over 70 scents to help you choose. We do not offer refunds if you simply do not like the smell of a chosen oil.
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Sensitivity: We list our ingredients clearly. If you have a known allergy, please review the ingredients before purchase. In the rare event of an adverse reaction, please discontinue use immediately. As reactions are personal to an individual’s skin chemistry and not a fault of the product itself, refunds are at the sole discretion of Unicorn Lab.
4. 1ml Samples
Our 1ml samples are provided as a low-cost testing service. As stated in our Terms of Service, these are limited to one per customer, per scent.
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Duplicate scent samples in a single order will be refunded prior to shipping.
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1ml samples are non-returnable and non-refundable under any circumstances other than a physical leak/breakage upon arrival.
5. Professional (Lab Secrets) Orders
For our professional community, if an order is cancelled at the customer's request after it has been packed but before it has been dispatched, a 10% restocking fee may apply to cover the labor and materials used in preparing your professional-grade kit.
6. How to Request a Return
If you believe you have a valid claim for a faulty product, please email us with:
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Your Order Number
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A description of the issue
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Photos of the product and packaging
Note: Do not send items back to us without prior authorization, as they may not be accepted.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@unicornlab.com.au. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@unicornlab.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@unicornlab.com.au.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@unicornlab.com.au. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@unicornlab.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@unicornlab.com.au.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@unicornlab.com.au. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@unicornlab.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@unicornlab.com.au.