Refund policy

 

REFUNDS

Our Refund Policy applies to all purchases made on the website www.zilchformulas.com and all its subdomains (eg: www.zilchformulas.com.au.)
Due to the health risks from tampering, all products are sold on a “No Return Basis” unless faulty.

We are unable to accept returns or exchanges for products other than those purchased directly from our website, unless the product is not of acceptable quality and/or the product does not match the description we provide (for example on its label or packaging). Both of these are statutory guarantees provided under the Australian Consumer Law.

If the product fails to meet a statutory guarantee referred to above, please contact us at info@zilchformulas.com and we will provide you with a remedy. If you did not purchase the product from our website, and you purchased your products from a stockist, retailer, other online store or elsewhere, please process your return with the original company of purchase in line with their return policy.

All refund requests must be made within 14 days of receiving the product.

Refunds will be issued in your original payment method.

No refund will be offered if the shipping address has been entered incorrectly and the product is lost in transit, or if you have changed address or are not available to pick up the item.

All return shipping costs are the responsibility of the purchaser.

Zilch Formulas cannot be held responsible / liable for lost or stolen packages that have delivery confirmation to the address that was provided. The customer accepts full responsibility to file any claim(s) with carrier for damaged and/or lost shipments.

For all approved returns/refunds there is a 15% restocking fee that is calculated on the original product purchase amount. This helps cover any fulfilment, admin required to re-stock product, and shipping costs. Any shipping fees paid is not refunded. 

Change of mind

We do not provide refunds for change of mind purchases.

At our discretion, special consideration may be given in exceptional circumstances. The goods must be in saleable condition, whereby the product is unused, unopened and supplied with all original packaging. Please ensure that you package the product appropriately so it does not get damaged in transit.

We appreciate that your understanding that we are unable to offer refunds for circumstances where-by the product has not been suitable for the consumer or individual taking/using the product. We do not and cannot guarantee results. Because the product is not a individualised treatment, we are not able to take into account any sensitivities or allergies you may have.

Faulty

All our products are triple wrapped post-manufacturing, and the factory bottle seal is checked before packing.

In the unlikely event of a faulty/damaged product, as stated by consumer guarantee, you may request to have the product replaced. Only if there is a major fault with the item, will the consumer guarantee of a refund apply.

Refund Process

If you'd like to request a refund or return a product, please email us at info@zilchformulas.com.
Once we authorise your return, we will provide you with the return address and information.
Please DO NOT "return to sender" as this will not end up in our returns processing address and your return may not be processed correctly. 

Zilch 60-Day Clearer Skin Guarantee 

Here’s how it works:
To be eligible for a refund, you must:
- Use Zilch Acne Formula daily for 60 consecutive days at the recommended dose: 6 tablets per day.
- Take timestamped progress photos on Day 1, 15, 30, 45 and 60.
- Submit your refund request within 14 days of completing your 60-day course.
- Complete a short questionnaire so we can understand your experience and offer support where possible and if appropriate.

What’s refunded:
If you qualify for a refund under the 60-Day Clearer Skin Guarantee, we’ll refund the product cost (2 bottles of Zilch Acne Formula), minus a 15% return processing fee. This helps cover fulfilment, admin, and shipping costs. Shipping fees (if paid separately at checkout) are not refundable. 

Terms & Conditions:
This guarantee only applies to first-time purchases of Zilch Acne Formula made directly from zilchformulas.com and regionalised websites belonging to the zilchformulas.com family.
We reserve the right to refuse refund requests that do not meet these criteria or appear to be fraudulent or dishonest.
To protect against abuse of our refund policy, customers who claim a refund under this guarantee may not be eligible to repurchase in the future.

To request a refund under our 60 day clearer skin guarantee:

1. Email returns@zilchformulas.com with subject line:
   60-Day Guarantee Request – Order #12345" 
2.  Attached timestamped photos taken on days 0,15,30 and 60.
3. Our customer care team will walk you through the rest.
   
   Please note: We may also suggest alternate support, if we believe another product in our range may genuinely assist your skin journey — because we want to help if we still can!