Returns & Cancellations Policy

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Operated by The Mustard Tree International Pty Ltd (trading as Via Delle Erbe, ABN 13 195 627 903). L’ERBOLARIO products are imported from Italy by Primex International Marketing. “We,” “us,” and “our” refer collectively to The Mustard Tree International Pty Ltd (Via Delle Erbe), unless otherwise stated to refer to Primex International Marketing.

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This policy forms part of our overall Terms and Conditions and operates in strict accordance with the consumer protection laws of Australia and New Zealand.

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1. Change of Mind Restrictions

Due to strict hygiene, public safety, and cosmetic personal care regulations, we do not offer refunds, exchanges, or returns if you simply change your mind. This applies strictly to all products.

If you request to cancel a standard order prior to dispatch, the total amount will be provided to you as a store credit for the same monetary amount. Please note that deposits for specialized back-orders are non-refundable for change of mind (as detailed in Section 5 of our Terms and Conditions).

 

2. Gift Sets, Kits & Bundles

Products purchased as part of a promotional bundle, routine kit, or gift set must be returned in their entirety if an authorized change-of-mind store credit is requested. We do not accept partial returns of components within a bundle unless a specific individual item is proven to have arrived damaged or faulty. Complimentary samples provided with an order are non-returnable and non-refundable.

 

3. Damaged or Faulty Items

Please inspect your order immediately upon delivery.

• Faults or Damage on Arrival: If your item arrives damaged or is not working properly, you are legally entitled to return it for a refund or a replacement under the Australian Consumer Law or New Zealand Consumer Guarantees Act. To help us resolve transit issues swiftly with our couriers, please report these claims to ciao@primex-lerbolarioaustralia.com.au within a reasonable timeframe after delivery (ideally within 2 to 3 days of receiving your parcel).

• Faults Over Time: If your product develops a manufacturing fault or reveals an inherent defect during its reasonable expected lifetime, you are entitled to a statutory remedy (refund or replacement). All faults must be reported to our email as soon as they become apparent and prior to sending the item back. We do not cover faults or spoilage caused by consumer misuse, improper storage, accidental damage, or normal wear and tear.

4. Allergic Reactions & Skin Sensitivity

We list all ingredients clearly on our packaging and website to help you avoid known allergens. In the rare event that you experience an adverse skin or respiratory reaction, please discontinue use immediately and contact ciao@primex-lerbolarioaustralia.com.au. To help us verify a statutory remedy in these circumstances, you must notify us within a reasonable timeframe (ideally within 7 days of delivery), provide photographic evidence of the reaction, and ensure that less than 15% of the product has been consumed.

 

5. Product Care, Storage & Integrity

Due to the delicate nature of our botanical ingredients and perfume compositions, all creams, lotions, and fragrances must be stored in a cool, dry place out of direct sunlight, below 25°C. Exposure to extreme heat, sunlight, or humidity can compromise formula stability, alter fragrance notes, or cause leakage. We are not liable for product spoilage, scent alteration, separation, or texture breakdown resulting from improper storage after successful delivery has occurred. We are not responsible for any physical damage that occurs to products once they are successfully delivered and in your possession.

 

6. Return Postage, Shipping Costs & Dangerous Goods Compliance

• For Damaged or Faulty Items: If an item is confirmed to have arrived damaged or faulty, we will cover the return shipping costs.

• Express Postage Exclusions: Due to transport safety rules, express postage networks exclude perfumes and alcohol-based products. We are required to send all alcohol-based items via standard shipping networks.

• Important Safety Notice for Perfumes: Because perfumes contain alcohol and are classified as Class 3 Flammable Liquids (Dangerous Goods) under the Australian Dangerous Goods (ADG) Code, they cannot legally be returned via standard post box deposit or regular air mail. You must contact us via email prior to returning any perfume. We will arrange and provide specific Dangerous Goods compliant return paperwork and booking instructions to ensure safe, legal transport via a licensed road freight courier.

7. Proof of Purchase & Refund Processing

• Proof of Purchase: To process any statutory return under the Australian Consumer Law or New Zealand Consumer Guarantees Act, you must provide valid proof of purchase. This includes your original receipt, tax invoice, or a digital bank statement clearly showing the transaction.

• Refund Processing: Where a refund is legally required, it will be processed using the identical payment method used for the original transaction. Please allow up to 10 business days for the refund to be processed once the product has been safely received, verified, and safely handled by our warehouse.

Contact Us

If you wish to contact us for any reason related to this policy, please email ciao@primex-lerbolarioaustralia.com.au