The Apotecari guarantee applies to eligible capsules, powders and elixirs purchased by customers through apotecari.com.au or apotecari.co. A valid order number or proof of purchase from apotecari.com.au or apotecari.co is required. Products purchased through third-party retailers or unauthorised sellers are not eligible. 

The guarantee is available only on a customer's first purchase of each eligible product. This guarantee is limited to one claim per product, per customer and per household. Apotecari reserves the right to identify duplicate accounts by name, address, email or payment method. 

To make a valid claim, the product must have been used in accordance with the directions on the label. Returned product must show reasonable evidence of consistent use in accordance with the label directions and the volume/quantity used should be broadly consistent with 30 days of continuous use at the recommended dose. Products returned with significantly more product remaining than expected for a 30-day trial period may be declined or subject to review. 

You must submit your claim within 30 days of the product delivery date and provide both a Day 0 image and a Day 30 image of your hair and/or scalp. Claims that do not include both required images will not be accepted. The images must be clear enough for our customer care team to review and should show the same area in comparable lighting and from a comparable angle. Images found to be edited, reused from a previous claim, sourced from the internet, or inconsistent with the metadata timestamp will result in the claim being declined. Apotecari reserves the right to request additional images or a live video call to verify a claim. 

A claim must be approved by our customer care team before the product is returned. Returns sent without a Returns Authorisation number will not be accepted.

If the product formed part of a bundle or discounted set, the refund will reflect the applicable discounted price rather than the full standalone price. If the product was purchased during a sale, promotional period, or with a discount code, the refund will reflect the price actually paid. If a gift with purchase was included in the original order, it must be returned with the eligible product or its full value will be deducted from the refund. If the refund reduces the order below the spend threshold required for a gift with purchase, the value of the gift will also be deducted. 

Refunds will be issued to the original payment method only. Please allow 3 to 7 business days for the refund to appear. Return postage and other shipping fees are not refundable under this guarantee.

Products identified as excluded on the relevant product page or at checkout are not covered by this guarantee.

Customers may claim no more than two products under this guarantee within a 12-month period. 

Nothing in these terms is intended to limit, exclude or change any rights you may have under the Australian Consumer Law. 

Apotecari reserves the right to refuse a claim, refuse future guarantee eligibility, or decline to process an order where fraudulent, inconsistent or abusive claim activity is identified.