Shipping & Returns

Below is the outline of the Enzyme Magic refund/return/damaged goods/faulty products/unsatisfactory products policy. We have taken great care in making this process as simple as possible to understand. This means a fair process for you.

Enzyme Magic understands that your money is valuable so these terms regarding refunds/returns/damaged goods/faulty products/unsatisfactory products have been written following Consumer Affairs Victoria. We believe this is the fairest way to do business with you. Simple, and transparent. You are protected under consumer law. Please see our guidelines below.

Change of mind/exchange policy:

1. Enzyme Magic, unfortunately will not refund a purchase for change of mind.
2. But, if you are willing to return the product in its original condition, meaning – not used, or damaged, damaged meaning – the product is in re-sellable condition and not used, the amount you paid for the product excluding the delivery fee will be issued. The product must be returned and inspected by Enzyme Magic before a refund can be issued. (Returning the product including shipping costs will be at the expense of the customer)
3. If there is another product that you wish to try or purchase, then an exchange would be appropriate, as agreed by both parties. This means the product needs to be returned as outlined in paragraph 2. In this case once the product has been returned, the agreed product will then be sent out.
4. If the product you wish to exchange is of greater value, you will need to pay the amount of difference. If the product is of lesser value, Enzyme Magic will refund you the amount of difference.
5. The above policy (1-4) is only available to customers who initiate contact with Enzyme Magic within 30-days of receiving our product/s. After 30 days Enzyme Magic will not arrange any exchange or returns.

Damaged goods/faulty products/unsatisfactory products:

If you find the product/s you received from Enzyme Magic as unsatisfactory, then the following applies:

1. Please contact Enzyme Magic to discuss how you found the product unsatisfactory. Our experts may be able to troubleshoot your odour/stain/sanitising problem over the phone. This needs to be initiated within 30 days of receiving your product/s– (30-day money back guarantee)
2. If the product/s you received from us were damaged during shipping or faulty for any other reason, then please contact Enzyme Magic to arrange a refund. The amount refunded will be excluding the shipping fee. *We kindly ask for photographic evidence of the damage if occurred during shipping. We need this to submit a report with Australia Post.
3. Issues not considered faulty or damaged are outlined below:

• Fair wear and tear alone
• Change of mind – for example, the consumer no longer likes the colour of an item of clothing.
• A hidden defect specifically drawn to the consumer’s attention before the purchase – for example, a pair of shoes with a ‘seconds’ label that states that the stitching is faulty.
• A defect that the consumer should have noticed on examination – for example, faded paint on antique or second-hand products that a consumer can inspect.
• A defect due to abnormal use – for example, a television is broken by something hitting the screen.

Conditions of advice:

Enzyme Magic will not be responsible for any damage to any property that occurs after advice is given by our experts regarding the removal of stains/odours and advice regarding disinfecting/sanitising.

Enzyme Magic will not be responsible for any damage to any property that occurs before, after or during the application of any of our products.

We kindly ask our customers to read our directions of use/product support pages/MSDS before purchasing and using any of our products.