Natural Symphony – Refunds, Returns & Exchanges Policy
Last Updated: 1 February 2026
This policy complies with the Australian Consumer Law.
Our goods and services come with guarantees that cannot be excluded under Australian law.
You are entitled to a repair, replacement, or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
1. Massage & Therapy Services (Clinic)
Due to the nature of appointment-based services:
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Payments for completed treatments are non-refundable
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If you are unhappy with your treatment, please contact us within 48 hours so we can review and resolve your concern
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Cancellations & Rescheduling
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Minimum 24 hours’ notice is required to reschedule
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Late cancellations or missed appointments may result in the session being forfeited
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Prepaid plans and gift vouchers are subject to the same cancellation terms
If Natural Symphony must cancel your appointment, you will be offered a reschedule or refund.
2. Handcrafted Products (Soaps, Candles, Bath Products, Massage Tools)
We take great care creating and packaging our products. Due to hygiene and safety reasons, we cannot accept returns for change of mind.
However, you are entitled to a refund or replacement if the product:
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Is faulty or damaged
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Is not as described
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Is unsafe to use
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Does not perform as reasonably expected
You must contact us within 7 days of receiving the product with photos and your order number.
3. Change of Mind (Products)
We do not offer refunds for change of mind, incorrect choice, or scent preference.
Please choose carefully, as many items are personal-use wellness products.
4. Damaged in Transit
If your order arrives damaged:
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Contact us within 48 hours of delivery
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Provide photos of the packaging and product
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We will arrange a replacement or refund
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5. Allergies & Sensitivities
Ingredient lists are provided for all products. Natural Symphony is not responsible for reactions where ingredient information has been clearly provided.
If you are unsure, please contact us before purchasing.
6. How to Request a Refund or Replacement
Email: hello@naturalsymphony.com.au
Include:
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Your name
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Order number
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Photos (if applicable)
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Description of the issue
We will respond within 2 business days.
7. Return Shipping (if required)
If a return is approved:
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We will advise the return method
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Return postage is covered by us for faulty items
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For other approved returns, postage is the customer’s responsibility
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8. Gift Vouchers & Treatment Plans
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Non-refundable
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Not redeemable for cash
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Transferable with notice
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Valid for the period stated at purchase
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Subject to cancellation policy for bookings
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9. International Orders
For international customers, refunds or replacements are provided in line with Australian Consumer Law. Shipping costs, customs duties, and taxes are non-refundable.