Natural Symphony (“we”, “our”, “us”) is committed to providing high-quality products and services. This Refund Policy explains your rights and our obligations under Australian Consumer Law (ACL) and Queensland law.

1. Online Store – Products

1.1 Faulty, Damaged, or Incorrect Products

• If you receive a product that is faulty, damaged, or not as described, you are entitled to a remedy under ACL.

• Please contact us within 7 days of receiving the product with:

  • Your order number

  • Photos of the item

  • Description of the issue

We may offer:

• A replacement

• A full refund

• An exchange for an equivalent product

1.2 Change of Mind / Hygiene-Sensitive Items

• Due to hygiene and safety, we cannot accept returns of opened personal care, body, or hair products unless the product is faulty.

• Unopened items may be returned within 14 days for a refund or exchange at your expense.

• Return shipping costs are the responsibility of the customer unless the product is faulty.

2. In-Clinic Remedial Massage / Therapy Services

2.1 Refund Eligibility

• Under ACL, you are entitled to a remedy if services are not provided with due care and skill, or do not achieve the promised result.

• If you have a complaint about your session, please notify us immediately or within 24 hours so we can assess and resolve the issue.

• Remedies may include:

  • Re-scheduling the treatment

  • Partial refund

  • Full refund in rare circumstances

2.2 Cancellations & No-Shows

• Cancellations must be made at least 24 hours before your scheduled appointment.

• Late cancellations or no-shows may result in forfeiture of deposits or full service fees, in line with your booking agreement.

• 3. How to Request a Refund or Resolution

• Contact Natural Symphony via:

• Email: [Insert Email]

• Phone: [Insert Phone]

• Or via the website contact form

• Provide:

• Order or appointment details

• Description of the problem

• Any supporting evidence (e.g., photos for products, notes for therapy issues)

• We will respond within 5 business days with a proposed resolution.

• 4. Important Notes

• Refunds or exchanges do not affect your rights under the Australian Consumer Law.

• Remedies will be assessed case by case, depending on evidence and compliance with ACL.

• For international online orders, customers are responsible for return shipping costs and any customs/import duties if applicable.

• 5. Contact Us

• For any refund-related queries:

• Natural Symphony
  Email: [Insert Email]
  Phone: [Insert Phone]
  Address: [Insert Queensland Address]