At Profusion Hub, we are committed to delivering products of exceptional quality and ensuring a seamless customer experience. We take pride in the integrity of our products and carefully inspect all orders prior to dispatch.

Please review the following policy regarding returns, refunds and exchanges.

Returns Eligibility

Customers may request a return within 7 calendar days of receiving an order if the product:

- Was supplied incorrectly;
- Arrived damaged during transit;
- Is defective upon receipt; or
- Is materially different from the item ordered.

To be eligible for a return, products must:

- Remain unused and unopened;
- Be in their original condition and packaging;
- Include all original components, accessories and documentation;
- Be accompanied by proof of purchase.

Profusion Hub reserves the right to inspect returned products before approving any refund, replacement or exchange.

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Non-Returnable Items

In the interest of hygiene, product integrity and consumer safety, the following items are not eligible for return, exchange or refund unless they are defective or supplied in error:

- Personal care products;
- Hand sanitisers;
- Hand wash and hand lotion products;
- Cleansing bars and skincare products;
- Nail care and beauty products;
- Cleaning and household care products;
- Laundry care products;
- Opened, used or partially consumed products;
- Products returned without original packaging;
- Clearance, promotional or discontinued items;
- Custom-made, personalised or special-order products.

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Damaged, Defective or Incorrect Products

Should you receive a damaged, defective or incorrect product, please notify us within 7 calendar days of delivery.

To facilitate a prompt resolution, please provide:

- Your order number;
- A detailed description of the issue;
- Clear photographs of the product;
- Clear photographs of the external packaging and shipping label.

Upon assessment, Profusion Hub may, at its sole discretion, offer a replacement, exchange, store credit or refund.

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Refunds

Approved refunds will be processed using the original payment method utilised during checkout.

Refunds may take 7–14 business days to reflect, depending on your financial institution or payment provider.

Original shipping charges are non-refundable except where the return arises from:

- A product supplied in error;
- A verified manufacturing defect; or
- Damage incurred during delivery.

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Exchanges

Where stock availability permits, Profusion Hub may offer an exchange in lieu of a refund for eligible products.

If a replacement item is unavailable, a refund or store credit may be issued at our discretion.

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Return Shipping

Customers are responsible for all return shipping costs unless the return results from:

- An error on the part of Profusion Hub;
- A verified product defect; or
- Damage sustained during transit.

We recommend using a trackable shipping service, as Profusion Hub cannot accept responsibility for returned items lost or damaged in transit.

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Order Cancellations

Orders may only be cancelled prior to dispatch.

Once an order has been processed, packed or shipped, the order will be subject to this Return, Refund & Exchange Policy.

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Limitation of Liability

Profusion Hub shall not be liable for any indirect, incidental, consequential or special damages arising from the use, misuse or inability to use any product purchased through our online store.

Our liability shall, in all circumstances, be limited to the purchase price of the product concerned, to the fullest extent permitted by applicable law.

By placing an order through the Profusion Hub online store, customers acknowledge that they have read, understood and accepted this Return, Refund & Exchange Policy.