Refund policy

Last updated: 1 September 2026

If something isn't right, tell us. We'd rather hear about it and fix it than have you stuck with something that doesn't work.

The fastest way to reach us is hello@fernwellco.com. Include your order number and we'll come back to you within a business day.

If it arrives damaged or faulty

Send us an email with your order number and a couple of photos. If the box took a knock in transit, a photo of the box helps too. If the fault only shows when it's running, a short video saves a lot of back and forth.

We'll take a look and let you know what happens next, usually the same day or the next one.

  • If it's something small, we'll repair or replace it.
  • If it's a serious fault, you choose: a replacement, or your money back in full.

Please get in touch within 14 days of it arriving if the damage happened in transit. Carriers are much easier to deal with inside that window. If you spot a fault later than that, still write to us. Genuine faults aren't on a countdown, and we'll sort it out.

Sending something back

Wait until we've asked you to. We'll send you the address in writing. Parcels that arrive unannounced are easy to lose track of, which helps nobody.

You'll cover the postage to send it back, and we'll refund that as soon as we've confirmed the fault, so hold onto the receipt. We cover the cost of sending the replacement out.

Sometimes we won't need it back at all. If that's the case, we'll just say so.

If we look it over and there's genuinely nothing wrong with it, we may ask you to cover the postage and the cost of checking. We'll tell you what that comes to first, and you can decide from there.

Change of mind

We don't take returns for change of mind.

We're a small operation, every order ships individually, and a returned item can't go back on a shelf we don't have. Taking change-of-mind returns would mean charging everyone more to cover it, and we'd rather not.

So if you're torn between the three finishes, email us before you order. Tell us where it's going and we'll tell you which one we'd pick. We'd much rather spend two minutes on that than have you end up with the wrong one.

A few things we can't cover

  • Damage from an accident, or from use the instructions warn against. For the diffuser that mainly means running it without water, submerging the base, or cleaning the matte finish with anything abrasive.
  • Anything that's been taken apart or repaired by someone else.
  • A problem we told you about before you bought it.
  • Ordinary wear from ordinary use.

If your order hasn't turned up

Every order ships with tracking. If it hasn't updated in a week, or the delivery window has come and gone, email us the order number and we'll chase the carrier.

If it's genuinely lost, we'll send another one or refund you in full, whichever you'd prefer.

A parcel delivered to an address that turned out to be wrong can't be recovered, so it's worth a quick check at the checkout.

Changed your mind before it ships

If it hasn't left yet, email us and we'll almost always be able to cancel and refund you in full. Once it's in the post we can't pull it back.

When refunds land

Refunds go back to the card or account you paid with. Once we've processed one it usually shows up within 5 to 10 business days, depending on your bank.

Your rights

Nothing in this policy affects the rights you have under consumer law where you live. In Australia, that means our goods come with guarantees that can't be signed away, and this policy sits alongside them rather than replacing them.

Put simply: if we've sold you something faulty, that's ours to put right.

Get in touch

hello@fernwellco.com

Fernwell Co
PO Box 2187
Tingalpa QLD 4173
Australia

Please email before posting anything back. The address above is for letters, not returns.