Returns & Refund Policy
At Unicorn Lab, we take pride in the quality and craftsmanship of our handmade products. Because our items are cosmetic in nature and used for personal care, we maintain strict hygiene standards to protect all our customers.
1. Change of Mind Returns
Due to the nature of our products and strict health and safety regulations, we do not offer refunds or exchanges for change of mind once an order has been dispatched.
We highly recommend purchasing our 1ml Samples if you are unsure about a specific scent before committing to a larger bottle.
Once a bottle is opened or the seal is broken, it cannot be returned for hygiene reasons.
2. Faulty or Damaged Items
In accordance with 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.
Notification Period: Please inspect your order upon arrival. If an item is faulty, leaking, or damaged, you must notify us via email at [Your Email] within 48 hours of delivery.
Evidence: Please include your order number and clear photos of the damage or fault in your email.
Resolution: If the product is deemed faulty, we will provide a replacement or a full refund to your original payment method, including any applicable shipping costs.
3. Scent Preferences & Allergic Reactions
Scent Profiles: Scent is subjective. We provide detailed descriptions and "vibe" categories for over 70 scents to help you choose. We do not offer refunds if you simply do not like the smell of a chosen oil.
Sensitivity: We list our ingredients clearly. If you have a known allergy, please review the ingredients before purchase. In the rare event of an adverse reaction, please discontinue use immediately. As reactions are personal to an individual’s skin chemistry and not a fault of the product itself, refunds are at the sole discretion of Unicorn Lab.
4. 1ml Samples
Our 1ml samples are provided as a low-cost testing service. As stated in our Terms of Service, these are limited to one per customer, per scent.
Duplicate scent samples in a single order will be refunded prior to shipping.
1ml samples are non-returnable and non-refundable under any circumstances other than a physical leak/breakage upon arrival.
5. Professional (Lab Secrets) Orders
For our professional community, if an order is cancelled at the customer's request after it has been packed but before it has been dispatched, a 10% restocking fee may apply to cover the labor and materials used in preparing your professional-grade kit.
6. How to Request a Return
If you believe you have a valid claim for a faulty product, please email us with:
Your Order Number
A description of the issue
Photos of the product and packaging
Note: Do not send items back to us without prior authorization, as they may not be accepted.
