REFUND AND RETURNS POLICY
Overview
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Our products are handcrafted in small batches and we stand behind the quality of everything we make. If something isn't right, we want to fix it.
Eligibility
To be eligible for a return, your item must be in the same condition that you received it — unused, with original packaging intact. You'll also need your receipt or proof of purchase.
Please note that due to the personal care nature of our products, the following items cannot be returned once opened or used:
Shave soap and body soap, as perishable personal care goods these cannot be returned once the seal or packaging has been broken.
Razor blades, for hygiene and safety reasons, opened blade packs cannot be returned.
Sisal shave cloths cannot be returned once used.
Shaving brushes and razors that have been used cannot be returned unless they are defective or damaged on arrival.
Sale items and gift cards are not eligible for return under any circumstances.
If you are unsure whether your item is eligible for return, contact us before sending anything back and we'll let you know.
How to Start a Return
To start a return, contact us at shopceaseless@gmail.com with your order number and a brief description of the reason for the return. Please do not send items back without contacting us first — items returned without prior approval will not be accepted.
If your return is accepted, we'll send you a return shipping label along with instructions on how and where to send your package. Returns should be sent to:
Ceaseless
2/72 Riverside Avenue
Werribee VIC 3030
Australia
Damages and Defective Items
Please inspect your order upon receipt and contact us immediately at shopceaseless@gmail.com if your item is defective, damaged, or if you've received the wrong item. We will assess the issue and make it right as quickly as possible. Photos of any damage are helpful and will speed up the process.
As our brush handles are individually handcrafted from natural Australian hardwood, natural variation in grain pattern, colour, and character is expected and is not considered a defect. Each handle is unique by nature of the material and the handmaking process.
Exchanges
The fastest way to get what you want is to return the item you have and, once your return is accepted, place a new order for the replacement item. This ensures you get the exact product you want without delay.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the 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. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).
European Union — 14 Day Cooling Off Period
If your order 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 justification. Your item must be in the same condition that you received it — unused and in its original packaging — and you'll need your receipt or proof of purchase.
Refunds
Once we receive and inspect your return we'll notify you of whether the refund has been approved. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved and you haven't received it, contact us at shopceaseless@gmail.com.
Contact
For any return or refund questions contact us at shopceaseless@gmail.com or write to us at 2/72 Riverside Avenue, Werribee VIC 3030, Australia.