Returns & Refunds Policy

As our customer base is Australia wide, we use national couriers, such as Australia Post, Couriers Please, Aramex and TNT.  We do not deliver packages ourselves; they are collected by our courier network.

Carriers collect from our location in Brisbane at approximately 11am Brisbane time, Monday to Friday (excluding QLD public holidays).  We process orders based on the time the order is received, and the courier pickup times.  This helps us get as many packages out the door on any given day.

We make all efforts to have orders placed before 10am Brisbane time dispatched same day.  On especially heavy volume days, or after a public holiday, there can be limits to how many orders can be processed within these timeframes, but at of writing our past 12 months stats show that 94% of orders are dispatched within 1 business day.

Shipping Policy

1. Shipping Origin

All orders placed on our website are fulfilled from our warehouse located in Brisbane, Queensland, Australia.

2. Shipping Coverage

We offer Australia-wide shipping to all regions within the country.

3. Bulky Items

Please note that bulky items, such as 200kg drums or any items requiring pallets or skids, cannot be shipped to residential addresses. Customers must provide a commercial address or specify a local depot that will accept goods on their behalf during the checkout process.

4. Delivery Address

Please ensure that the delivery address you provide during checkout is accurate and complete. We are not responsible for orders delivered to incorrect or incomplete addresses, as we are unable to authorise a courier to change a delivery address once it has left our warehouse.  Any change of delivery address will need to be arranged between the receiver and the courier company.

5. Shipping Carriers

We partner with nationwide general freight carriers that subscribe to e-commerce platforms to ensure reliable and efficient delivery services.

6. Dispatch Rate

Over the past 12 months, our dispatch rate has consistently reached 94% within 24 hours of order confirmation, demonstrating our commitment to swift order processing.

7. Tracking Information

Tracking information for your order is automatically generated by the carrier network and will be sent to you via email once your goods have been collected. This allows you to monitor the status and progress of your shipment.

8. Missed Deliveries

If you are not available to receive your delivery when it arrives, the courier company will typically leave a card with instructions on how to arrange a re-delivery or pick up your package from a local depot. To ensure smooth and fast receipt of your goods, we recommend following these instructions promptly to ensure successful delivery.

9 Returns and Refund Policy

We are committed to ensuring your complete satisfaction with your online purchases. If, for any reason, you are not entirely pleased with your order, we offer a hassle-free returns and refund policy designed to make your shopping experience worry-free.

• Customers have up to 30 days from the receipt of your goods to request a refund or replacement.
• To be eligible for a refund or replacement, the items must be in unused and original condition.
• The cost of return postage will be the responsibility of the buyer.
• Refunds will be issued for the cost of the item(s) only, excluding any postage fees paid during the initial purchase.
• Our refund policy does not apply to goods that have been used, damaged, altered, dropped, or broken after delivery.
• All products must be returned in their original condition.
• Please see #10 below if you received goods that have been damaged during transit.

For added peace of mind:

• We recommend using Registered Post for your returns and providing a tracking number.
• We advise pre-paying all postage costs.
• Please be aware that you assume any risk of loss, theft, or damage during transit, so we encourage you to consider shipment registration or insurance with your chosen postal carrier.
• When returning items that were received in good condition and were correct as per your order, you (the customer) are responsible for the cost of postage. Please note that Almark Australia Pty Ltd will not be liable for any items that are lost or damaged in transit back to us if insurance is not purchased for the return shipment. This mirrors our policy of taking responsibility for goods lost or damaged in transit to you, ensuring a fair approach for both parties.

10. Lost or Damaged Shipments

In the rare event that your order is lost or arrives damaged, please take photos or a video of the damaged goods.  Please contact our customer support team at info@goldenessence.com.au within 7 days of receiving your order. We will work with you to resolve the issue as quickly as possible.

11. Contact Us

Our address for returns is:

• Almark Australia Pty Ltd
  2/37 Veronica St
  Capalaba, QLD 4157
  Australia

If you have any questions or require further assistance regarding our shipping policy, please don’t hesitate to contact our customer support team at info@goldenessence.com.au or visit our Contact page for additional contact options.