Refund Policy

1. Overview

At Extraordinarytyl, we are committed to ensuring your satisfaction with our products. This Refund Policy outlines the terms and conditions for returns and refunds. By making a purchase on our website, you agree to this policy.

This policy complies with Australian Consumer Law (ACL), which provides consumer guarantees that cannot be excluded, restricted, or modified.

2. Australian Consumer Law Rights

Under the Australian Consumer Law (ACL), consumer guarantees apply to goods and services we supply. You have statutory rights that cannot be excluded, restricted or modified by any policy or contract.

Major failures: You may choose a refund or replacement if the goods have a major problem — for example, they are unsafe, significantly different from their description, cannot do what they are supposed to do, or would not have been acquired by a reasonable consumer had they known of the problem. For major failures you are not required to allow us to repair or replace before seeking a refund.

Minor failures: If the problem is minor, we may offer to repair the goods within a reasonable time. If we do not repair within a reasonable time, or the repair does not resolve the problem, you may then be entitled to a refund or replacement. For some goods (e.g. consumables like supplements), repair may not be possible; in that case we will offer a refund or replacement as appropriate.

Your ACL rights apply regardless of any voluntary return policy we offer (such as our 30-day change-of-mind returns below). We do not exclude, restrict or modify your rights under the ACL.

3. Voluntary Return Policy (Change of Mind)

In addition to your rights under the Australian Consumer Law, we offer a voluntary return policy for change of mind. This section does not limit your ACL rights.

3.1 Eligible Returns

You may return products within 30 days of delivery if:

• The product is unopened and in its original sealed packaging
• The product is unused and in resalable condition
• You have proof of purchase (order confirmation or receipt)
• The product is not damaged due to misuse or improper storage

3.2 Non-Returnable Items (Change of Mind Only)

For our voluntary change-of-mind returns only, we cannot accept:

• Opened or used products
• Products with broken seals
• Products past their expiration date
• Products not purchased directly from our website

If you have a problem under the Australian Consumer Law (e.g. faulty or not as described), your rights to a remedy are not limited by the above — you may still be entitled to a refund or replacement even if the product has been opened or used.

4. How to Request a Return

To initiate a return, please follow these steps:

• Step 1: Contact us at connect@extraordinarytyl.world within 30 days of receiving your order
• Step 2: Include your order number, the reason for the return, and photos of the product if applicable
• Step 3: Wait for our customer service team to review your request (typically within 2-3 business days)
• Step 4: Once approved, you will receive return shipping instructions
• Step 5: Ship the product back to us using a trackable shipping method

5. Return Shipping

5.1 Customer-Initiated Returns

For returns due to change of mind or personal preference, you are responsible for:

• Return shipping costs
• Ensuring the product arrives safely to us
• Using a trackable shipping method (recommended)

5.2 Faulty or Incorrect Products

If you received a faulty, damaged, or incorrect product, we will:

• Cover return shipping costs
• Provide a prepaid shipping label
• Process your refund or replacement promptly

6. Refund Process

6.1 Inspection

Once we receive your returned item, we will inspect it within 5 business days. We will notify you via email regarding the status of your refund.

6.2 Approved Refunds

If your return is approved:

• The refund will be processed to your original payment method
• Refunds typically appear within 5-10 business days, depending on your financial institution
• Original shipping costs are non-refundable (unless the return is due to our error)

6.3 Declined Refunds

If your return does not meet our eligibility criteria, we will:

• Notify you of the reason for declining
• Offer to return the product to you at your expense
• Provide information about any applicable consumer rights

7. Exchanges

We do not offer direct exchanges. If you would like a different product, please:

• Return the original product following our return process
• Place a new order for the desired product

8. Damaged or Lost Shipments

8.1 Damaged Products

If your product arrives damaged:

• Contact us within 48 hours of delivery
• Provide photos of the damaged packaging and product
• Keep all original packaging materials

We will arrange a replacement or full refund at no additional cost to you.

8.2 Lost Shipments

If your order does not arrive within the estimated delivery timeframe:

• Contact us with your order number
• We will investigate with the shipping carrier
• If the package is confirmed lost, we will send a replacement or issue a full refund

9. Cancellations

9.1 Before Shipment

If you wish to cancel your order before it has shipped:

• Contact us as soon as possible
• If the order has not been processed for shipping, we will cancel it and issue a full refund

9.2 After Shipment

Once an order has shipped, it cannot be cancelled. You may refuse delivery or return the product following our standard return process.

10. Promotional Items and Discounts

For orders placed with promotional codes or discounts:

• Refunds will reflect the actual amount paid
• If a minimum purchase was required for the promotion, partial returns may affect eligibility
• Free gift items must be returned with the original purchase for a full refund

11. Refund Timeframes Summary

• Return Request Response: 2-3 business days
• Return Inspection: 5 business days after receipt
• Refund Processing: 1-2 business days after approval
• Bank/Card Processing: 5-10 business days

12. Policy Updates

We may update this Refund Policy from time to time. Any changes will be posted on this page with a revised "Last Updated" date. The policy in effect at the time of your purchase will apply to that order.