Return and Refund Policy

Apex Dental Care
Website: www.freshdecorvibe.com
Customer Service Email: service@freshdecorvibe.com
Business Address: 58 Waranga Crescent, Broadmeadows, VIC 3047, Australia
Effective Date: 14 November 2026

At Apex Dental Care, we want every customer to feel confident when choosing everyday oral care essentials. From toothpaste for a regular brushing routine to toothbrushes and dental floss for maintaining a consistent cleaning habit, we aim to make shopping straightforward and dependable.

We understand that personal care products require particular attention to hygiene, packaging and product condition. This policy explains how we handle change-of-mind requests, damaged or incorrect orders, refunds and product concerns. It is designed to operate alongside the Australian Consumer Law (ACL), which provides consumer guarantees that cannot be excluded by a store policy.

1. Change-of-Mind Returns

Australian consumer law does not generally require a retailer to provide a refund or exchange simply because a customer changes their mind, chooses the wrong product, finds the same product at a lower price elsewhere or decides they no longer need the item.

Apex Dental Care may consider change-of-mind requests as a voluntary customer service arrangement, subject to the following conditions:

• The request is made within 14 days after the goods are delivered.

• The product is unused, unopened and in its original sealed packaging.

• The product is complete and includes all components, accessories and inserts originally supplied.

• The product has not been damaged, altered, contaminated or mishandled after delivery.

• Proof of purchase or a valid order number is provided.

Because toothpaste, toothbrushes and dental floss are personal oral care products, we generally cannot accept change-of-mind returns for items that have been opened, unsealed, used or otherwise made unsuitable for resale for hygiene reasons.

Any voluntary return request must be approved by our customer service team before the product is sent back. This voluntary arrangement does not affect your rights if an item is faulty, unsafe, damaged or does not meet a consumer guarantee.

2. Products That Cannot Be Returned for Change of Mind

For hygiene and product-integrity reasons, we generally do not accept voluntary change-of-mind returns for:

• Opened or unsealed toothpaste tubes.

• Toothbrushes removed from their sealed packaging or used.

• Dental floss containers that have been opened or used.

• Products showing signs of use, contamination or damage after delivery.

• Items that are incomplete or missing components supplied with the original order.

These restrictions apply only to voluntary change-of-mind returns. They do not prevent a customer from making a valid claim under the Australian Consumer Law.

If a product is faulty, damaged, unsafe, incorrectly supplied or otherwise fails to meet a consumer guarantee, please contact us even if the packaging has been opened or the product has been used to identify the problem.

3. Faulty, Damaged or Incorrect Products

We take order accuracy and product quality seriously. If your order arrives damaged, contains the wrong item, is missing an advertised component or includes a product that does not function as described, please contact us as soon as reasonably possible.

To help us assess the issue, please provide:

• Your order number.

• The product name and quantity affected.

• A clear description of the issue.

• Photographs of the product or packaging, if reasonably available.

• Any relevant batch, lot or expiry information printed on the packaging, where applicable.

For example, you may contact us if a toothpaste tube arrives punctured, a toothbrush is damaged before use, a dental floss container is broken or the item supplied is materially different from the product ordered.

We may request reasonable information to understand the issue. However, a photograph, original packaging or unused condition will not be imposed as an absolute requirement where doing so would unlawfully restrict your statutory consumer rights.

4. Your Rights Under the Australian Consumer Law

Products sold to Australian consumers are covered by consumer guarantees under the Australian Consumer Law.

Depending on the nature of the product and the circumstances of the purchase, goods must be:

• Of acceptable quality.

• Fit for any purpose that the customer made known and that the seller accepted.

• Consistent with their description, packaging and any applicable sample or demonstration model.

• Supplied with any relevant express promises made by the seller.

• Supplied with good title and without undisclosed security interests, as required by law.

If a product fails to meet a consumer guarantee, you may be entitled to a remedy.

For a major failure, you may generally choose to reject the product and request a refund or replacement, or keep the product and seek compensation for the reduction in value, subject to the legal requirements.

For a minor failure that can be remedied, the business may generally choose to repair, replace or refund the product within a reasonable time. If the problem is not remedied within a reasonable time, further remedies may become available.

The appropriate remedy depends on the nature of the failure and the circumstances. We will assess each case in accordance with the ACL.

5. Product Safety and Hygiene Concerns

If you believe an oral care product may be unsafe, contaminated, incorrectly labelled or otherwise presents a safety concern, please stop using it and contact us.

Where relevant, retain the packaging and any batch or lot details so that the product can be identified. Do not continue using a product that you reasonably believe may be unsafe.

We will review the information and take appropriate steps in accordance with applicable consumer and product safety requirements. Nothing in this policy limits any rights or remedies available under Australian law.

6. How to Request a Return or Refund

To begin a return or refund enquiry, email:

service@freshdecorvibe.com

Please use the subject line “Return or Refund Request” and include your order number.

Our team will review the request and explain the next steps. If a return is appropriate, we will provide the authorised return instructions and destination.

Please do not send products to our business address unless we have expressly confirmed that it is the correct return destination. The business address listed in this policy is not automatically a returns warehouse.

7. Return Shipping Costs

For an approved voluntary change-of-mind return, the customer is responsible for the direct cost of returning the goods, unless we agree otherwise in writing.

If a product is faulty, damaged, incorrectly supplied or fails to meet a consumer guarantee, we will handle return and remedy costs in accordance with the ACL. Where the law requires us to cover reasonable costs associated with a remedy, those costs will not be passed on to the customer.

We recommend using a delivery service that provides proof of lodgement when returning an item. Please keep the return receipt until the matter has been finalised.

8. Refund Processing

Where a refund is approved, we will generally process it using the original payment method, unless another method is agreed with you.

The time it takes for the funds to appear in your account may depend on your bank, card issuer or payment service provider.

For a statutory refund arising from a consumer guarantee, we will not impose an unlawful administration fee or otherwise reduce the customer's entitlement.

For voluntary change-of-mind returns, any refund or other resolution will be confirmed when the request is approved.

9. Exchanges

If you would prefer a different oral care product, please contact us before returning the original item.

Exchanges for change-of-mind reasons are voluntary and subject to product availability, hygiene requirements and our approval. Opened or used personal care products will generally not qualify for a voluntary exchange.

Where an exchange is requested because the original item is faulty or does not meet a consumer guarantee, your statutory rights will apply instead of any narrower voluntary exchange conditions.

10. Order Cancellation Requests

If you need to cancel an order, contact us as soon as possible at service@freshdecorvibe.com and provide your order number.

We will check whether the order has already entered fulfilment or dispatch. If it has not been dispatched, we will review whether cancellation can be arranged.

If the order has already been dispatched, you may need to follow the applicable return process after delivery. This does not affect any rights available under the ACL or other applicable law.

11. Gifts and Multiple-Item Orders

If an item was purchased as a gift, the recipient may contact us about a product issue, although we may need the order number or other reasonable proof of purchase to identify the transaction.

For orders containing several products, a problem with one item does not automatically mean that every other item must be returned. We will consider the affected products and the nature of the issue.

12. Contact Details

For returns, refunds, exchanges and product concerns, please contact:

Apex Dental Care
Email: service@freshdecorvibe.com
Website: www.freshdecorvibe.com
Business Address: 58 Waranga Crescent, Broadmeadows, VIC 3047, Australia

13. Australian Consumer Law

This policy is governed by the laws of Australia, including the Australian Consumer Law contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth), together with applicable Victorian laws.

Nothing in this policy is intended to exclude, restrict or modify a consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.

If any part of this policy is inconsistent with a mandatory legal requirement, the applicable legal requirement will prevail.