Refund policy

Last updated: 19/04/26

We want returns to be simple and fair. This policy covers our 90-day change-of-mind returns, and what happens if something arrives faulty, damaged, or wrong.

This policy sits alongside your rights under the Australian Consumer Law. Nothing here limits, excludes, or restricts any right or remedy that can't lawfully be excluded.

90-Day Change-of-Mind Returns

You can request a change-of-mind return within 90 days of your order being delivered.

To qualify, the item must be:

unopened and unused;
in its original packaging; and
in the same condition it arrived in.

Because our toothbrushes and other oral-care products are hygiene items, we can't accept a change-of-mind return once something has been opened or used — this is standard practice for personal care products and not specific to any one item.

This restriction doesn't apply if the item is faulty, damaged, incorrect, or otherwise covered under a consumer guarantee — see below.

For an approved change-of-mind return:

return postage is your responsibility;
original shipping charges aren't refunded; and
your refund is processed once we've received and checked the returned item.

We recommend sending returns with tracking. We're not responsible for change-of-mind returns that go missing or get damaged on their way back to us.

Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, not what you ordered, or doesn't match its description, get in touch as soon as you can.

Please include your order number, a description of the issue, and photos where possible — this helps us sort things out faster. We may need a bit more information, or to take a closer look, before confirming the right fix.

Once we've confirmed the issue, we'll offer a replacement or refund in line with your rights under the Australian Consumer Law.

Where a return is genuinely needed, we'll cover reasonable return shipping. In many cases, we won't ask you to send the item back at all.

A small amount of loose bristle shedding can happen in the first few uses of a natural bristle toothbrush — this is normal for boar and horse hair bristles. If shedding seems excessive, doesn't settle, or you're concerned for any reason, reach out and we'll take a look.

How to Request a Return or Refund

Email support@barehouseau.com before sending anything back.

Please include:

your name;
your order number, or the email address used for the order;
which item this is about;
the reason for your request; and
photos, if relevant.

We'll review your request and let you know the next step. Please hold off sending anything back until we've confirmed the process — this avoids delays on our end.

If a postal return is approved, we'll give you the address and instructions to send it to at that point.

Refunds

We'll let you know once we've received and checked your return.

Approved refunds go back to your original payment method.

For change-of-mind returns, you'll be refunded the amount paid for the item, not including original shipping. For faulty, damaged, or incorrect items, your refund will include anything required under the Australian Consumer Law.

Once we process a refund, it can take your bank or payment provider a little extra time to show it in your account.

Free Gifts & Bundles

If your order included complimentary gifts (copper tongue scraper, bamboo silk floss, or activated charcoal silk floss), [insert your preferred approach — e.g. "these should be returned unopened along with the toothbrush for a full refund" or "these don't need to be returned and won't be deducted from your refund"].

Exchanges

We don't offer direct exchanges for change-of-mind requests.

If you ordered the wrong bristle type or product, get in touch and we'll point you to the fastest option — an unopened, unused item can be returned under the 90-day change-of-mind policy above.

This doesn't affect your right to a replacement if something's faulty, damaged, or incorrect.

Sale Items & Gift Cards

Sale and promotional items carry the same consumer guarantees as full-price items, and are eligible for our 90-day change-of-mind policy unless clearly marked as final sale at the time of purchase.

Gift cards aren't eligible for change-of-mind refunds. This doesn't affect any right that can't lawfully be excluded.