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Have a concern about a product?

We understand sometimes, it’s just not right.
Simply contact us if you would like to lodge a claim for remedy, exchange or return.
To qualify for a claim, please consider our policy  below and ensure these are met before lodgement. 


Retain a Tax Invoice as proof of purchase.
Claim lodged within 14 days of purchase.
Products must be returned in original condition, with all components, packaging included and not been worn or used.

Any free gifts / promotional discounts that benefited/ relate to the product being claimed, must also be returned in original condition for processing. 

Excludes Sale / promotional items / discontinued product / gift certificates. 

Excludes skincare, rollerball, massage roller products due to personal health safety & hygiene reasons.

Excludes Herbal tea and Beauty food products due to food health safety & hygiene reasons.
      Excludes delayed order deliveries due to reasons beyond our practical control.
      (eg. Delayed third party shipment once goods are in transit / Natural Disasters / Government restrictions.) 

       If your product meets all the above policy terms, please complete the form below, or visit us in store. 


      Lodge A Claim

      If you would like to lodge a claim, you must contact us within 14 days of receiving your delivery by completing the EXCHANGE/ RETURN FORM below. Please include your Name, email, order / Tax invoice number and the reason for exchange / return request.
      We will respond within 48hrs with your RA code, claim form and and post back instructions provided by our management team.*
      * IMPORTANT: Any return deliveries received without an authorised RA number and claim form, WILL NOT be processed. 
      All approved claims will be granted to the original purchaser in the form of an exchange/ credit note for the qualified value, excluding shipping costs.
       Credit notes are valid for 6 months from issue date and can be used within Generics Urban Apothecary.  

      REFUNDS are issued in the result of malfunctioning products, where a remedy by form of replacement, mend or discount has not been applied at point of sale.
      Any approved refunds will be processed back to the original purchaser, in the same format it was purchased (eg. Paid by eftpos = Refunded by Eftpos). Please allow up to 10 working days* for funds to be processed and cleared to your account. We also recognise each banks processing schedules can vary, please contact your bank to clarify actual time frames once it’s passed our processing. 

      Refunds can only be made in AUD and will include taxes paid at the time. 

      Refunds include return of qualified value amount and excludes all original & return shipping costs/ import taxes/duties . (Shipping are the responsibility of the purchaser.) 
      All refund claims will be reviewed by management on a case by case basis. We reserve the right to grant based on the policies and by reasonable request. Should there be reason to believe abuse or deliberate damage to products have been made , such claims will not be processed.
      Alternatively, you may prefer to visit any GENERICS store and speak to our team who will gladly assist you with any product concerns. 

      Our GENERICS 30-Day Guarentee

      Your new “Generics Urban Apothecary” Candle or Diffuser is covered under our
      GENERICS 30-day Gaurentee.
      Rest assured if your GENERICS is proven to malfunction under an approved production fault* within the first 30 days of delivery, we will replace your item for new or exchange it for the equivalent goods value. 
      *Please lodge product by completing the form below or visiting our stores. You may be asked to present proof of malfunction to support your claim. Your claim will be reviewed under a series of product tests, lead by our management team. Please allow 3-7 working days for an approval to be fully processed.


      Complete the form below, and include your invoice number / date and reasons for return and we will respond shortly to your query. Alternatively, please phone or visit our stores.