Shipping and Returns

Delivery within Australia

Standard delivery to eligible Australian addresses is included in the displayed product price.

• Dispatch: Orders are usually dispatched within 1–4 business days.
• Tracking: We will send tracking details when the order has been dispatched, where tracking is available.
• International delivery: Not available during the initial launch.

Delivery estimates are not guaranteed and may be affected by carrier delays, remote locations, weather and other events outside our reasonable control. Contact hello@stratuum.com.au if tracking has not updated for an unusual period or an order appears lost.

Please check the delivery address before payment. We cannot guarantee an address can be changed after dispatch.

Damaged, leaking, missing or incorrect products

Contact hello@stratuum.com.au with your order number and a brief description. Where relevant, include clear photographs of the parcel and product so we can investigate. We will provide a remedy appropriate to the circumstances and your rights under the Australian Consumer Law.

Change-of-mind returns

We accept a change-of-mind return requested within 30 days after delivery where:

• the product is unopened and unused;
• any tamper-evident packaging remains intact;
• the product is in resalable condition; and
• you provide the order number and follow the return instructions we send.

The customer is responsible for change-of-mind return postage. We recommend a tracked service. We may decline a change-of-mind return for an opened cosmetic product for hygiene and safety reasons. This policy is additional to, and does not limit, rights relating to faulty, unsafe, damaged, incorrectly supplied or misdescribed goods.

Faulty or misdescribed products

Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Depending on the circumstances, a failure may entitle you to a repair, replacement, refund or another remedy. We will not require you to accept store credit where the law entitles you to a refund.

Individual irritation or sensitivity

Stop using Cohesion if irritation occurs. Seek medical advice if symptoms are severe, persistent or concerning. A cosmetic may not suit every person, and an individual sensitivity does not automatically mean the product is faulty. We still take product-safety reports seriously — contact us with your order number, batch number and a factual description. Do not send medical photographs or detailed medical history unless we explain why the information is reasonably necessary.

Refund timing

Approved refunds are returned to the original payment method. Processing times vary between payment providers and banks. We will notify you when the refund has been initiated.

Subscription renewals

You can change or cancel a subscription online through the Manage subscription link before the next billing date. There is no cancellation fee. Where a renewal has already been charged, contact us promptly; if it has not entered fulfilment, we will make reasonable efforts to cancel and refund it. Non-excludable consumer rights remain unaffected.

Contact

Neemon Investments Pty Ltd trading as Stratuum
hello@stratuum.com.au
Return address provided with your return or on request via our contact form.

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