Refunds and returns policy

Personalised products cannot be refunded for change of mind once personalisation has started or the product has been delivered; anything faulty, not matching your intake, or not as described is fixed or refunded in full if you contact us within 14 days. Your rights under Australian Consumer Law are never limited. The full policy is published at /returns.

What triggers a refund or replacement

• Personalised products (personalised audio sessions, Once Upon Them stories, personalised programs): if the product is faulty, doesn't match your intake form, or covers the wrong topic, contact us within 14 days of delivery. We will fix it or refund you in full. Change of mind is not covered once personalisation has started or the product is delivered: a free 10-minute sample at /hypnosis lets you try the format before buying.
• Pre-made downloadable audio: non-refundable once delivered, unless it is faulty, corrupted or not as described, in which case contact us within 14 days for a fix or full refund.
• Physical items: if faulty or not as described, contact us within 14 days of receipt for a replacement or full refund. Return shipping is at the customer's cost unless the item is faulty or wrong.
• In-person sessions: covered by the cancellation policy rather than this returns policy. See the Cancellation policy.

What happens next

Once you contact us within the 14-day window, we assess the issue and either fix the product (for example, re-record audio that doesn't match your intake) or refund the purchase in full. Refunds go back to your original payment method. Keep your tax invoice. It identifies the purchase; you can also find it in the member portal (see Receipts and invoices).

Who to contact

Email hello@norwestwellbeing.com.au or phone (02) 8069 9777 (Monday–Friday, 9:00 am – 5:00 pm). Include your name, the product, the date of delivery, and a short description of the problem so we can resolve it quickly.