FAQs & Returns

Returns & Exchanges

1) What is TSL's return policy?

We understand that things happen, and you may need to return your order. That's why we offer a 30 day change of mind policy for most orders. Please note all items must be unused and returned in their original packaging. For hygiene reasons, we cannot accept change of mind returns on personal care items.

This returns policy does not affect your rights under the Australian Consumer Law, and you are entitled to a refund or replacement for faulty goods, within a reasonable period of time.

If you are dissatisfied with your goods or need to return/exchange them for any other reason, please just get in touch with us at hello@thesustainablelifeco.com.au - we would love to help.

2) If I mail a return, when will I be refunded?

After inspection of the returned product, it will take up to five business days for the refund to be processed.

3) What is the cost to return an item?

If your product is deemed faulty, TSL will cover the postage cost for you to mail the item back. Please note all items will be inspected upon being returned to identify the fault.

For items returned within 30 days for a change of mind, we can organise a returns label for you for just $10 within Australia, please email us and we will be in touch. For all returns with overseas orders, just reach out, we'd love to help! 

If the item is not deemed faulty and has been returned outside of the 30 day change of mind period, unfortunately we will not be able to issue a refund.

Orders and Payment

4) What methods of payment do you accept?

We accept Credit/Debit Cards, Paypal, and Shopify Pay. 

5) Why is my card being declined when I try to place an order?

We recommend you contact the card issuer.

6) How do I use a promo code?

Enter the promo code at the checkout in the box provided. Only one promo code can be used per transaction.

Other FAQs

7) Where are your products made? 

All of our products are designed in-house in our Australian office. We source our products from trusted responsible partners across the world.

8) What is TSL's Privacy Policy? 

You can find our Privacy Policy here. 

9) Do you offer bulk or wholesale pricing? 

Yes we do. Please contact us at hello@thesustainablelifeco.com.au to enquire about our exclusive pricing for bulk and wholesale orders. We aim to get back to all enquiries within twenty four hours.