REFUNDS & RETURNS

Returns & Refunds

Cancellations & Change of Mind

If you wish to cancel your order, please contact us as soon as possible at support@xaliorganics.com with your order number in the subject line. Please note that we are unable to cancel your order once it has been dispatched. If your order has already been dispatched, you can utilize our returns process upon delivery and within 30 days of purchase. Please email our team at support@xaliorganics.com with your order number in the subject line. 

Please note that all returns must be unopened, and return shipping costs are the customer's responsibility. We recommend using a tracked and insured service to return the goods as we cannot take responsibility for items damaged or lost in the return transit.

 Refunds for change-of-mind returns will be processed once we receive the item in its original condition. Original shipping costs are non-refundable.

Incorrect, Missing or Faulty Products

Xali Organics is happy to replace any product that is incorrect, faulty or damaged, this is to be reported within 30 days of purchase. Please email our team at support@xaliorganics.com with your order number in the subject line and include details and photos of your order. We will verify whether you are entitled to a replacement with new products or a refund and provide instructions accordingly.

60 Day Money Back Guarantee (please note this policy applies exclusively to our Lash Serum)

We are so confident that you’ll see results from our Lash Serum that we offer a full refund if you are not satisfied after 60 days of consistent, daily use.

To qualify for our 60 Day Money Back Guarantee you MUST do the following:

  1. Use the Lash Serum for 60 consecutive days.

  2. Take a clear 'before' photo on the day you start using the product and after 60 days of use.

  3. Email our team at support@xaliorganics.com with your order number in the subject line and include your dated before and after photos and concerns.

  4. Return the product to our Melbourne warehouse (you are required to cover the cost of return shipping).

This refund applies once per product. If you ordered multiple units, unused items must be returned for a full refund. Refunds will be processed to the original method of payment.

This guarantee applies exclusively to our Lash Serum and is only valid to customers who contact Xali Organics within 3 months from the time of purchase.

Xali Organics reserves the right to deny a refund where we believe the customer has acted dishonestly or fraudulently.

Reactions

Please note that we do not offer refunds for sensitivities or allergic reactions. While allergic reactions and sensitivities are rare, individual responses to ingredients can vary. As with any cosmetic product, we recommend consulting your doctor or dermatologist before purchasing if you have sensitive skin.