Hi Bec,
As mentioned in our previous emails, many of our products are sourced from China, and the packaging is provided by our Chinese supplier. We have never refused to admit this. We reused this packaging to ship your order, and we apologize if this caused any inconvenience.
You have placed multiple orders with us, as you noted, and we’ve always allowed you to return products at our expense when you changed your mind. For your most recent order, you again requested a free return, despite the product being in good working condition. As per our return policy and ACCC guidelines, customers are entitled to a return only if the product is faulty. If a customer changes their mind, it is up to the business to decide whether or not to accept the return. While we do offer a 30-day money-back guarantee, which is clearly stated on our website, customers are responsible for the return postage. Since you have consistently refused to pay for return postage, we provided you with a return label to make the process easier.
Given that you have been a repeat customer, we wanted to resolve the issue amicably. As a gesture of goodwill, we processed full refunds for your last order and even offered you our latest model to try free of charge. These efforts were made to ensure customer satisfaction. However, you remain dissatisfied and have requested additional free products to try, with a total value exceeding $2,000. Alongside this, you made unfounded threats regarding the TGA and ACCC. Your claims, as stated in your feedback, are not substantiated. For example, our products have never been recalled by the TGA, and this information is publicly available on the TGA website. Additionally, the shipping label clearly indicates that the products were shipped from our Melbourne warehouse. If you examine the label on your packaging photo, it confirms shipment from Melbourne. We also allow our customer to pick up order within 24 hours.
It is unfortunate that despite our numerous efforts to address your concerns, the situation remains unresolved. That said, we kindly ask that you return the fully refunded products using the label we provided.
