Refund policy
Return & Refund Policy
This page explains, in plain language, how returns and refunds work for Cutting Drops — what qualifies, what doesn't, how long it takes, and the statutory rights that apply to you in Australia, the United States, the United Kingdom, Canada and New Zealand.
Our Policy At A Glance
These store benefits sit on top of — and never replace — the statutory consumer guarantees and cancellation rights you already have under the law of your own country. Section 13 explains those rights, country by country.
Important: Hygiene & Consumable Goods Notice
Cutting Drops is an ingestible liquid supplement. For hygiene and public health reasons, and consistent with how consumable goods are treated under consumer law in every country we ship to, a bottle can only be accepted back for a change-of-mind return if it is unopened, unused, and in its original sealed packaging. Once the tamper seal on a bottle has been broken, we cannot resell, re-supply, or safely accept that bottle back into stock, so it is no longer eligible for a change-of-mind return.
This does not leave you without options if you've opened the bottle and it isn't right for you — see our 30-Day Money-Back Guarantee in Section 04. It also does not affect your right to a remedy if the product itself is faulty, damaged, or not as described — see Section 05. This notice is shown here and at checkout so you know exactly where you stand before you buy.
Change-Of-Mind Returns (Unopened Bottles)
If you've changed your mind and your bottle is still sealed and unopened, you have 30 calendar days from the date of delivery to request a return, for any reason, no fault required.
To be eligible, your return must meet all of the following:
- The bottle is unopened, unused, and the tamper seal is intact.
- The item is in its original packaging, with the outer box and any inserts.
- You contact us to request a return authorisation before sending anything back (see Section 12) — unannounced parcels sent without prior contact may not be able to be matched to your order or processed.
- You provide your order number or proof of purchase.
Once we've confirmed your bottle meets these conditions and we've received it back, we'll approve your refund in line with Section 09.
Our 30-Day Money-Back Guarantee
We stand behind Cutting Drops, so we don't ask you to leave a bottle sealed on a shelf just to qualify for a refund. If you've genuinely tried Cutting Drops as directed and you're not satisfied, we'll refund your first order within 30 calendar days of the delivery date, even if the bottle has been opened and used.
How it works
Email us within 30 days of delivery to request your money-back guarantee refund. Because the guarantee applies to an opened, used consumable product, we don't require you to physically return the bottle — you may be asked to confirm your order details and, where reasonable, provide a photo of the remaining product for our records.
Fair use
This guarantee covers one bottle (or one first-time multi-pack order) per customer or household, and is intended for customers who have genuinely tried the product. We reserve the right to decline a guarantee request where we reasonably suspect misuse, such as repeated claims on the same address or account.
How this relates to Section 03
If your bottle is still sealed, use the change-of-mind process in Section 03 instead — it's simpler and doesn't rely on the guarantee's fair-use conditions. Both routes lead to the same refund outcome described in Section 09.
Faulty, Damaged, Or Incorrect Items
The hygiene notice in Section 02 never limits your rights here. If your order arrives faulty, damaged in transit, past its stated shelf life on arrival, or if we've sent you the wrong item, that's on us to put right — regardless of whether the bottle has been opened.
Contact us at help.themineralslab@gmail.com within 30 calendar days of delivery, with your order number and a photo showing the fault, damage, or incorrect item.
We'll review the evidence you send us and confirm the outcome within 2 business days wherever possible.
You can choose a free replacement or a full refund. For a confirmed fault, damage, or wrong-item claim, we do not require you to return the original item at your own expense — in most cases we will not ask for the item back at all, and if we do, we will cover the cost of that return shipping.
Items We Cannot Accept As A Change-Of-Mind Return
The following are not eligible for a change-of-mind return under Section 03, though they remain fully covered by the money-back guarantee in Section 04 (where the conditions are met) and by your statutory rights in Section 13 if something is genuinely wrong with the product:
- Bottles with a broken tamper seal, or otherwise opened or used.
- Bottles missing their original packaging, box, or accompanying documentation.
- Items clearly marked as final sale or clearance at the time of purchase, if we ever offer these — this will always be stated on the product page before you buy.
- Requests made more than 30 calendar days after delivery, outside of a valid statutory claim.
Who Pays For Return Shipping
We recommend using a trackable shipping service for any return you send us. We are not responsible for a return parcel that is lost or damaged in transit back to us before it reaches our facility.
International Returns (US, UK, Canada, New Zealand)
We ship from Queensland, Australia, so posting a physical bottle back to us from the United States, the United Kingdom, Canada or New Zealand can be slow and, for a product of this value, often costs more than the item itself. We handle this as follows:
- Faulty, damaged, or incorrect items: we do not require international customers to return the item to Australia. Once you've sent us photo evidence and we've confirmed the issue, we issue a full refund or dispatch a free replacement without asking for the original back.
- Money-back guarantee claims: as set out in Section 04, no physical return is required anywhere in the world, so this applies equally to international customers.
- Change-of-mind returns of a sealed, unopened bottle: you're welcome to post the bottle back to our Queensland address at your own cost, and we'll refund it once received. Alternatively, where the cost of international return shipping would be disproportionate to the value of your order, we may — at our discretion — waive the requirement to physically return the item and issue your refund directly once you've confirmed the bottle is unopened and provided photo evidence.
- We will always tell you which of these options applies to your specific request before you go to any expense.
Refund Timeframe And Method
Once your return or claim is approved — whether under Section 03, 04 or 05 — we process your refund to your original payment method within 10 business days. Where a physical return is required, this 10-business-day period begins once we receive and inspect the returned item; where no physical return is required, it begins from the date your claim is approved.
You'll receive an email confirming when your refund has been processed. Please note that your bank or card provider may take a few additional business days to display the refund on your statement — this part of the process is outside our control. If you haven't seen your refund after 10 business days from our confirmation email, contact us at help.themineralslab@gmail.com and we'll follow it up with our payment provider.
We do not charge a restocking fee on any approved return.
Subscription And Recurring Orders
If you purchased Cutting Drops on a recurring or subscription basis, each individual delivery you receive is covered by this Return & Refund Policy in exactly the same way as a one-time order — including the change-of-mind return window, the money-back guarantee, and your rights if a delivery arrives faulty or damaged.
Cancelling your subscription so you are not charged again, and the notice period required to do so, is governed by our separate Subscription & Cancellation Policy, available at themineralslab.com/policies/subscription-policy. Cancelling a future renewal does not, by itself, entitle you to a refund of a delivery you have already received — that delivery is assessed under Sections 03 to 05 of this policy above.
How To Start A Return, Refund, Or Guarantee Claim
Email help.themineralslab@gmail.com (or use our Contact Us page or live chat) with your order number and the reason for your request.
We'll confirm which pathway applies — change-of-mind return, money-back guarantee, or a faulty/damaged/incorrect item claim — and tell you exactly what we need from you, and, if a physical return is required, where to send it.
Please don't send a bottle back to us before you've heard from us — an unannounced parcel can be difficult to match to your order and may delay your refund.
We aim to respond to every request within 1 business day, Monday to Friday, 9:00 AM–5:00 PM AEST (Brisbane time).
Your Statutory Rights, By Country
Everything above is a store benefit we offer voluntarily. None of it takes away from, replaces, or limits the legal rights you already have as a consumer. Open the section for your country below.
AustraliaUnder the Australian Consumer Law (ACL), Cutting Drops comes with automatic consumer guarantees that it will be of acceptable quality, fit for purpose, and match its description. These guarantees cannot be excluded, restricted, or waived by anything in this policy.
- If a product has a major failure (for example, it's unsafe, significantly different from its description, or doesn't do what it's meant to do), you can choose a refund or a replacement.
- For a minor problem, we're entitled to first choose whether to repair, replace, or refund.
- Our hygiene exemption on change-of-mind returns in Section 02 applies only to returns made because you've simply changed your mind — it has no effect on your ACL consumer guarantee rights if the product is actually faulty or not as described.
The Australian Competition and Consumer Commission (ACCC) and your state or territory fair trading office oversee these rights. Read more at accc.gov.au.
The United States does not have a single federal law giving a general cooling-off right for online purchases. Your key protections instead come from:
- Implied warranties: under the Uniform Commercial Code as adopted in your state, goods sold to you carry an implied warranty of merchantability — meaning the product should work as a reasonable person would expect a product like it to work.
- Magnuson-Moss Warranty Act: this federal law sets baseline rules for any written warranty we offer (such as our money-back guarantee in Section 04), including that its terms must be clearly and conspicuously disclosed — which is why we've set them out in full above.
- FTC Mail, Internet, or Telephone Order Merchandise Rule: if we can't ship your order within the timeframe stated at checkout, you have the right to cancel for a full refund.
- State consumer protection laws: many states, including California under its Consumer Legal Remedies Act, give you additional rights against unfair or deceptive trade practices.
None of the above is reduced by our hygiene exemption on change-of-mind returns — if a product is defective or not as described, your implied warranty rights still apply regardless of whether the bottle has been opened.
Consumer Rights Act 2015: goods must be of satisfactory quality, fit for purpose, and as described. If Cutting Drops is faulty, you have the short-term right to reject it and get a full refund within 30 days of delivery; after that, you're entitled to a repair, replacement, price reduction, or refund depending on how long you've had it. This right is not affected by whether the bottle is sealed, as it relates to a defective product, not a change of mind.
Consumer Contracts Regulations 2013: because you're buying online, you would normally have a 14-day right to cancel your order for a full refund without giving a reason. However, Regulation 28(1)(b) specifically allows a trader to exclude this cancellation right for sealed goods which are not suitable for return for health or hygiene protection reasons, once those goods have been unsealed after delivery. This means that once you break the seal on a bottle of Cutting Drops, your 14-day cancellation right under these Regulations no longer applies to that item — this is stated here clearly, as required, before you buy. If your bottle remains sealed, your 14-day right to cancel is unaffected and runs alongside our more generous 30-day change-of-mind window in Section 03.
Trading Standards and the Competition and Markets Authority (CMA) oversee these consumer protections. Read more at gov.uk/consumer-protection-rights.
Consumer protection for online purchases in Canada operates mainly at the provincial level, alongside long-standing sale-of-goods rules:
- Provincial Sale of Goods Acts (for example in Ontario, British Columbia, and other common-law provinces) imply conditions that goods will be of merchantable quality and fit for their intended purpose.
- Provincial Consumer Protection Acts (for example Ontario's Consumer Protection Act 2002, or Québec's Consumer Protection Act) require clear pre-contract disclosure for internet sales and, in some cases, give you a cancellation right if key information about the goods or seller was not properly disclosed before you paid.
- Québec: the Consumer Protection Act includes its own specific implied warranty of quality (the "legal warranty"), which operates independently of, and is not reduced by, our own hygiene exemption or guarantee terms.
If you believe your provincial rights have not been respected, you can contact your provincial consumer protection office (for example, Consumer Protection Ontario, or the Office de la protection du consommateur in Québec).
Under the Consumer Guarantees Act 1993, Cutting Drops must be of acceptable quality, fit for its intended purpose, and match the description given to you before purchase. If it fails to meet these guarantees:
- For a failure that is not of a substantial character, we're entitled to first choose whether to repair, replace, or refund.
- For a failure of a substantial character, you can choose to reject the goods and receive a refund, or ask for compensation for any drop in value.
As with Australia's Australian Consumer Law, our hygiene exemption on change-of-mind returns only applies to a genuine change of mind — it does not, and legally cannot, reduce your Consumer Guarantees Act rights if the product itself is faulty.
The Commerce Commission oversees fair trading compliance in New Zealand. Read more at comcom.govt.nz.
Changes To This Policy
We may update this Return & Refund Policy from time to time to reflect changes in our processes or the law. When we make a material change, we'll update the "last updated" date at the top of this page. The policy in force at the time you place your order is the one that applies to that order, unless a later change gives you more favourable rights.
Questions About A Return Or Refund?
Reach out any time — a real person on our small team will get back to you, usually within 1 business day.
URBAN CLOTHING PTY LTD (ABN 78 671 782 111), trading as The Minerals Lab · 66 Windemere Road, Alexandra Hills, Queensland 4161, Australia · Monday–Friday, 9:00 AM–5:00 PM AEST · Page last updated and effective: 6 September 2026