Refund policy
Returns & Refunds Policy
30-Day Happiness Guarantee
At Kuci, we want you to feel supported, confident and cared for — from the moment you choose us.
That’s why we offer a 30-day happiness guarantee on products purchased directly from the Kuci Biome website: kucibiome.com.
If you try Kuci and you’re not happy with your product for any reason, you can contact us within 30 days of receiving your order and we’ll help arrange a refund.
Please note: our 30-day happiness guarantee only applies to orders placed through kucibiome.com. It does not apply to products purchased from Chemist Warehouse.
What Our 30-Day Guarantee Covers
Our 30-day happiness guarantee applies to eligible orders placed on kucibiome.com if:
| Situation | Covered? |
|---|---|
| You tried the product and didn’t like it | Yes |
| You feel it wasn’t right for you | Yes |
| You changed your mind after trying it | Yes |
| You ordered the wrong product | Yes |
| The product is unopened and you no longer want it | Yes |
| The product arrived damaged, faulty or incorrect | Yes, and your Australian Consumer Law rights also apply |
To be eligible, you’ll need to contact us within 30 days of receiving your order and provide proof of purchase from kucibiome.com.
Opened Products
Yes, opened products are included in our 30-day happiness guarantee for eligible orders placed on kucibiome.com.
We understand that health products are personal, and sometimes you need to try something to know whether it feels right for you.
For opened products, we may ask you to return the product or provide a photo of the product and packaging before your refund is processed.
How to Start a Return or Refund
To start a return or refund request, please contact us at:
Please include:
- Your order number
- The product you’re requesting a refund for
- A brief note letting us know what didn’t work for you
Once we receive your request, we’ll let you know the next steps.
Free Returns
For eligible refund requests made within 30 days on orders placed through kucibiome.com, return shipping is free.
If we need the product returned to us, we’ll provide instructions for how to send it back.
Refunds
Once your refund is approved, we’ll process it back to your original payment method.
Please allow time for your bank or payment provider to process the refund.
A Few Fair Use Guidelines
To keep our 30-day happiness guarantee fair for everyone, we may limit refunds where we believe the policy is being misused.
This includes, but is not limited to:
- Multiple refund requests from the same customer or household
- Repeat claims across multiple products
- Requests made after the 30-day period
- Products purchased from Chemist Warehouse
- Products not purchased through kucibiome.com
- Empty packaging without reasonable proof of purchase or use
Our 30-day happiness guarantee is designed to help customers try Kuci with confidence, not to replace normal product use over time.
Products Purchased from Chemist Warehouse
If you purchased your Kuci product from Chemist Warehouse, please contact Chemist Warehouse directly.
Chemist Warehouse’s returns policy will apply, alongside your rights under Australian Consumer Law.
Our 30-day happiness guarantee does not apply to products purchased from Chemist Warehouse.
Faulty, Damaged or Incorrect Products
If your product purchased from kucibiome.com arrives damaged, faulty, incorrect, unsafe, or not as described, please contact us as soon as possible at:
Your rights under Australian Consumer Law apply in addition to our 30-day happiness guarantee. Under Australian Consumer Law, customers have rights to a remedy if a product does not meet consumer guarantees, and store policies cannot remove those rights.
For faulty, damaged or incorrect products purchased from Chemist Warehouse, please contact Chemist Warehouse directly.
Our Policy and Australian Consumer Law
Our 30-day happiness guarantee is offered in addition to your rights under Australian Consumer Law.
Australian Consumer Law does not generally require a business to provide a refund because someone changes their mind or decides they do not like a product. However, where a business offers a change-of-mind or satisfaction guarantee, it must honour that policy.
Nothing in this policy limits your rights under Australian Consumer Law.
Need Help?
Please contact us at:
We’ll do our best to help.