Our Policies

Ordering Retail & Wholesale

Orders are taken online through our website ONLY.
No orders will be accepted via email, SMS or over the phone.

Payment

Payments must be made at time of online purchase. PayPal, Visa, MasterCard, American Express, Discover or Afterpay are accepted.

Credit

We DO NOT give credit. We do however offer Afterpay.
Afterpay is a digital service that makes it possible to buy something now and pay it off in fortnightly installments. Unlike lay-by, you will get the product right away, whether you're shopping online or in-store.

Wholesale ordering

Our system offers you wholesale rates automatically if you are an approved shop or accommodation owner and have met the minimum criteria.
It is important before completing your order to make sure your discounts have been applied before paying for your order. If they are not then you will be charged retail rates. Refunds will not be given due to incorrect orders but we can give you a store credit. Please make sure your order is correct and your discount has automatically applied before completing your order to avoid this issue. If for some reason your order has not had its wholesale rate applied and you have met the minimum order criteria please contact us so we can manually apply it BEFORE YOU PAY .

If we do issue a refund for the incorrect order we take no responsibility for the time banks or Afterpay, Paypal or shopify take to process a refund. Please make sure your order is correct before completing your order.

Wholesale Minimums

Minimum order for wholesale customers is $250 first purchase, $150 minimum thereafter.
We do not accept businesses that sell online only or on ebay etc, you must be an owner of a shop, lodge, airbnb or Motel.

Shops $150 minimum per wholesale order ($250 first order)
Accommodation $100 minimum (guest soaps)

Wholesale Exclusivity in your location

We can offer you exclusivity in your town or location, but you must be ordering a minimum of
$550 of wholesale product per month to retain exclusivity. We reserve the right to change this at any time.

Why do we have a minimum wholesale spend?

We offer great discounts to our wholesale clients and the only way we can maintain this low pricing. We value all of our wholesale clients and have worked hard to keep minimums as low as possible within the current price structure. We also care how products look on your shelf. You will have noticed that customers tend to purchase more from fully stocked ranges and sales diminish when stocks are low or not enough variety of product.

Shipping wholesale and retail

Most of our items are shipped within 1-3 business days. You will receive a notice once your item is packed and has shipped and is on its way. Please note that around holidays or sales times our shipping schedule may differ.

Local Pickup

INSTINKS will offer a Local Pickup option from our new workshop once the building has been completed. Currently this is not an option. This option can be selected from the shipping method selection in the final stages of the checkout process but is currently only available to shops. Only shops in the snowy region may choose this option and we will deliver if you are located in the Snowy
Mountains Region. Delivery is on WEDNESDAY ONLY.
Once the workshop is complete delivery will no longer be an option but you may have your goods posted or you may pick up at the new workshop.
Once the new workshop is operational and this option is available, you will receive an email notification once your order is ready for collection.
Details for Pick Up will be provided at a later date.

Tracking your Order

You will receive an email notification once your order has been shipped to you, which will include your tracking number and the freight carrier we have selected to ship your order.

Shipping (INTERNATIONAL)

INSTINKS offers international shipping on most of our products.
Freight cost is calculated based on the weight and volume of your order and is subject to Australia Post regulations.
INSTINKS will not be held responsible for any goods held up or incurring extra local clearance charges. Please check with your local customs agents or shipping agent prior to shipment of goods.
Please check your shipping address is correct. Returned orders due to incorrect addresses provided will incur a re-delivery charge to re-ship the order.

Refunds and Exchanges

In accordance with Australian consumer law INSTINKS does not accept exchanges or refunds
in the following situations:

changed your mind (for example no longer require the product or ordered too many of a particular product)
ordered the wrong item (for example the product you purchased from INSTINKS was too large or small for your needs
found the goods cheaper elsewhere
were aware of the relevant fault before buying the goods (for example sample stock or end of line stock)
damaged the goods by misusing them .
as a result of any delays by a courier or Australia post
INSTINKS ask that you choose carefully and we offer sample packs to allow for you to test our products prior to placing a large order.

What if the product is faulty or incorrectly delivered?

We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem.

Returns will be accepted for products purchased online if they are faulty or the products delivered do not match your order. All claims for faulty or incorrectly delivered items must be received within 5 days from date of dispatch.

INSTINKS may ask you to provide further information or photographs via email to help us assess your situation and to help resolve the issue as fast as possible. All online purchases claimed as faulty will need to be returned to INSTINKS for an official assessment by the INSTINKS product development team.

How long will it take to get a refund if approved?

Once your goods have been received by INSTINKS, please allow up to 5 working days for you refund to be processed back to your account. Your receipt of your refund will depend on the period of time it takes your financial institution to finalise the refund.

Privacy Statement

What do we do with your information?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

Consent

How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to
our collecting it and using it for that specific reason only. We will NEVER ask for your personal information for a secondary reason, such as marketing. We do ask for your email address if you request to be updated on our products. We will never share your information to outside parties unless legally required to.

Disclosure
We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

Security
We do not store, share, or track any personal financial information. All transactions are via third party payment processors using the latest encryption and security technologies.