Refund policy

 

 

 

Last updated: 14 July 2026

This Refund and Returns Policy applies to purchases made through blisstil.com.

 

1. Your consumer rights

 

Our products come with rights and guarantees that cannot be excluded under applicable consumer-protection laws, including the Australian Consumer Law.

The benefits offered under this Policy are additional to any rights and remedies available to you under applicable law.

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.

 

2. 30-day change-of-mind returns

 

We offer a 30-day change-of-mind return period on eligible products.

A return must be requested within 30 days of the delivery date shown in the shipment tracking record.

Change-of-mind returns requested after the 30-day period will not be accepted.

This time limit does not apply to a genuine product fault covered by applicable consumer law. However, it does not entitle a customer to a refund where the product has been damaged through misuse, accidental damage, neglect, improper handling, unauthorised modification or normal wear and tear.

To qualify for a change-of-mind return, the product must:

• Be clean and hygienic
• Be undamaged
• Be in good working condition
• Include all accessories and components
• Be returned in its original product packaging, in good condition

Reasonable inspection or testing of the product will not automatically make it ineligible for return.

 

3. Products eligible for change-of-mind returns

 

The 30-day change-of-mind return period applies to:

• Blisstil Serenade headphones
• Blisstil wireless airplane adapters

For hygiene reasons, Blisstil Eye Masks and SleepPlugs cannot be returned for change of mind once opened or used.

This exclusion does not apply where a product is faulty, damaged, incorrectly supplied or otherwise covered by applicable consumer law.

 

4. Requesting a return

 

All returns require prior approval.

To request a return, please first contact customer.service@blisstil.com and describe the issue you are experiencing. In many cases, our support team can help resolve the problem. If not, they will send you a link to complete our Request for Return form.

Products sent without prior approval may be refused or returned to the sender.

Once a return is approved, the product must be:

• Shipped within seven days
• Sent using a tracked shipping service
• Packaged securely to prevent damage in transit

The tracking number must be provided to us after shipment.

For change-of-mind returns, the customer is responsible for arranging and paying all return shipping costs.

We recommend using an insured delivery service. The customer remains responsible for the returned product until it is delivered to the approved return address.

The return address will be provided after the request has been approved. Products must not be returned to the address shown at the end of this Policy unless expressly instructed.

5. Faulty, damaged or incorrect products

 

Please contact us promptly if your product:

• Arrives damaged
• Appears to have a manufacturing defect
• Is unsafe
• Is materially different from its description
• Is not the product you ordered

Please email customer.service@blisstil.com and provide:

• Your name
• Your order number
• A clear description of the issue
• Photographs or videos showing the issue
• Photographs of the shipping box where shipping damage is involved

Providing photographs or videos does not automatically establish that a product is defective.

We may ask you to perform reasonable troubleshooting, provide further evidence or return the product for inspection before approving a repair, replacement or refund.

A business is entitled to assess a product before deciding what remedy applies. Customers are not entitled to a remedy under Australian Consumer Law where the problem was caused by their own misuse.

 

6. Inspection and assessment

 

All products returned as faulty may be inspected and tested.

The assessment may consider:

• The reported fault
• The product’s physical condition
• Signs of impact, crushing, liquid exposure or improper storage
• Signs of misuse or handling contrary to the instructions
• Unauthorised repairs, alterations or modifications
• Whether the issue can be reproduced
• Whether the issue is caused by normal wear and tear
• Whether the product has a manufacturing defect

If no fault is found, or the issue was caused by misuse, accidental damage, neglect, improper handling or unauthorised modification, the claim may be refused.

In that situation, the product may be returned to the customer at their expense. We may require payment of the return shipping cost before sending it back.

We will not refuse a valid statutory remedy merely because the 30-day return period or a written warranty period has ended. Consumer-guarantee rights may continue for a reasonable period depending on the product and circumstances.

 

7. Remedies for faulty products

 

If inspection confirms that a product does not meet an applicable consumer guarantee, the available remedy will depend on the nature and seriousness of the problem.

For a minor problem, we may choose to repair the product within a reasonable time.

For a major problem, the customer may be entitled to choose a replacement or refund where required by applicable law.

A problem may be considered major where the product:

• Is unsafe
• Is substantially different from its description
• Has a serious problem, or several problems, that would have prevented a reasonable customer from buying it had they known
• Cannot be used for its normal purpose and cannot easily be repaired within a reasonable time

Under Australian Consumer Law, the appropriate remedy depends on whether the failure is minor or major.

Where appropriate, we may also offer:

• Replacement parts
• A replacement product
• A local repair
• Another reasonable solution agreed with the customer

 

8. Situations not covered

 

To the extent permitted by law, we may refuse a repair, replacement or refund where the problem was caused by:

• Misuse or improper handling
• Accidental damage after delivery
• Drops, crushing or excessive pressure
• Liquid, moisture or heat exposure outside the product’s stated operating conditions
• Failure to follow the product instructions
• Improper charging, storage or cleaning
• An unauthorised repair, alteration or modification
• Normal wear and tear
• Cosmetic deterioration caused through use
• Loss or theft
• Use for an unintended or unsuitable purpose
• A fault or limitation clearly disclosed before purchase

We may also refuse a remedy where the customer knew of the relevant issue before purchasing the product.

Australian Consumer Law does not provide a remedy where a customer simply changes their mind, or where the problem was caused by their misuse. A voluntary change-of-mind policy must nevertheless be honoured according to its stated terms.

 

9. Return shipping for faulty products

 

Where a claim is confirmed to be covered by applicable consumer law or our written warranty, Blisstil will cover reasonable return shipping costs.

Customers within the USA

Where available, we may provide a prepaid return shipping label.

Customers outside the USA

Customers may be asked to arrange and initially pay for tracked return shipping.

Reasonable return shipping costs will be reimbursed if the claim is validated, provided that:

• The shipping method was approved by us in advance
• The cost was reasonable
• A valid postage receipt is provided
• The product was sent to the approved return address

Please do not purchase return postage until we have approved the return and provided instructions.

We may refuse to reimburse unnecessarily expensive, express or premium shipping services that were not approved in advance.

 

10. Change-of-mind return shipping

 

For change-of-mind returns:

• The customer is responsible for return shipping
• Original shipping charges are not refundable
• Express or upgraded delivery fees are not refundable
• Duties, taxes or customs charges paid directly by the customer are not refundable by Blisstil unless required by law
• Any costs caused by an incorrect or incomplete return declaration are the customer’s responsibility

Any deductions or exclusions under this section will not apply where prohibited by applicable consumer law.

 

11. Condition of change-of-mind returns

 

Change-of-mind returns will be inspected after arrival.

We may refuse the return or make a reasonable deduction from the refund where the product:

• Is damaged
• Is dirty or unhygienic
• Shows excessive use beyond reasonable testing
• Is missing accessories, components or packaging
• Has been altered or repaired
• Has been returned improperly packaged
• Has been damaged during return shipping
• Does not otherwise meet the return conditions in this Policy

Where a return is refused, the product may be returned to the customer at their expense.

This section applies only to voluntary change-of-mind returns and does not remove any statutory rights relating to a genuine product fault.

 

12. Refunds

 

Approved refunds will be issued to the original payment method.

For change-of-mind returns, the refund will normally cover the amount paid for the eligible returned product only.

For validated faulty, damaged or incorrect-product claims, the refund will include any amounts required by applicable law, which may include:

• The product price
• The original standard shipping cost
• Reasonable approved return shipping costs

We aim to process approved refunds within 15 business days after the returned product has been received and inspected.

Your bank, card provider or payment service may require additional time to display the refund.

Blisstil is not responsible for exchange-rate differences, foreign transaction fees or other fees charged by a customer’s bank or payment provider.

 

13. Exchanges and replacements

 

Approved exchanges and replacements are subject to stock availability.

A replacement will normally be dispatched after:

• The returned product has been received and inspected; or
• The return tracking confirms that the parcel is in transit, where we agree to dispatch earlier

Where the returned product is found not to be faulty or eligible for exchange, we may require the customer to pay the shipping costs before it is returned.

Where an exchange is requested for a differently priced product, the customer may be required to pay the difference or may receive a refund for the difference.

 

14. Missing accessories or partial returns

 

Products must be returned with all originally supplied accessories and components.

Where accessories, packaging or components are missing from a voluntary change-of-mind return, we may:

• Refuse the return
• Ask the customer to send the missing items
• Make a reasonable deduction reflecting the value of the missing items

 

15. Duties, VAT and import charges

 

Where Blisstil expressly states that duties and taxes are included, customers should not normally incur additional import charges.

For other destinations, local VAT, customs duties, taxes, clearance charges or import fees may be payable by the customer.

Blisstil cannot generally refund duties, taxes or charges paid directly to customs authorities or third parties.

Where a product is returned, the customer may need to apply directly to the relevant authority for repayment of import taxes or duties. We will provide reasonable supporting documentation where available.

 

16. Refused and uncollected deliveries

 

Where an order is refused, not collected or returned because the customer supplied an incorrect or incomplete address, any resulting costs may be deducted from the refund to the extent permitted by law.

These costs may include:

• Return shipping
• Carrier handling charges
• Storage charges
• Customs charges
• Reshipping costs

No deduction will be made where the failed delivery was caused by Blisstil or where a deduction would be prohibited by applicable law.

 

17. Chargebacks and payment disputes

 

Customers should contact us first so that we have a reasonable opportunity to investigate and resolve the issue.

Submitting a chargeback does not remove the customer’s obligations under this Policy, including any obligation to return the product.

We reserve the right to provide the payment provider with relevant order, tracking, communication and inspection records when responding to a payment dispute.

Nothing in this section restricts a customer’s lawful right to dispute an unauthorised or improperly processed payment.

 

18. Response times

 

We aim to respond to return, refund, repair, exchange and replacement requests within four business days.

Some cases may take longer where:

• Further evidence is required
• Troubleshooting is necessary
• The product must be inspected
• We require information from a carrier, warehouse or manufacturer
• The claim involves international shipping or customs

19. Policy updates

 

We may update this Policy by publishing a revised version on our website.

Changes apply from the date of publication and will not reduce rights that arose from an order placed before the change.

20. Contact information

 

For questions or requests concerning returns, refunds, repairs, replacements or exchanges, please contact:

Email: customer.service@blisstil.com

Inventful Pty Ltd trading as Blisstil
ABN: 88 634 975 447
Level 1, 63–73 Ann Street
Surry Hills, NSW 2010
Australia