Refund policy

Our Returns & Zero-Leak Promise

At Proper Goods Co, we believe in doing things properly. That means engineering our packaging to survive the postal system, respecting Australian Consumer Law, and treating our customers like reasonable adults.

1. The Zero-Leak Transit Guarantee (Damaged in Transit)

Every bottle leaving our Sydney warehouse has its cap reinforced with tension tape and is packed upright in custom-fitted, rigid cardboard cartons. However, couriers can occasionally be overzealous.

If your parcel arrives leaking, ruptured, or damaged:

  1. Snap a quick photo of the damaged bottle and the shipping label on the exterior box.

  2. Email it to hello@propergoods.com.au within 7 days of delivery.

  3. We will immediately dispatch a brand-new replacement at zero cost to you, or issue a full refund to your original payment method.

Please do not attempt to post leaking detergent back to us. Nobody wants soapy postal vans, and we will not ask you to endure the post office queue.

2. Faulty or Incorrect Items

Under the Australian Consumer Law, our goods come with guarantees that cannot be excluded. If you receive an incorrect item, or if a batch is verifiably defective, you are entitled to your choice of an immediate replacement or a full refund.

3. Change of Mind Policy

Because we import specialized, factory-sealed liquid formulations and laundry pods, we cannot accept change-of-mind returns on any product where:

  • The shipping box has been opened,

  • The tamper-evident cap tape has been removed or cut, or

  • The product has been handled or decanted.

If you have purchased the wrong item and the package remains completely unopened, intact, and in its original exterior shipping box, you may return it to our fulfillment hub within 14 days of delivery. In these instances, tracked return postage is at the customer’s expense, and a standard 10% restocking fee applies to cover warehouse re-inspection.

4. How Refunds Are Processed

Once approved, refunds are credited automatically to your original payment method (Shop Pay, credit card, or PayPal) within 2 to 5 business days.