Refund policy

Last updated: 12 October 2026

We want you to love your Ailia Bottle experience. If something isn’t quite right, we’re here to help.

This policy explains our change-of-mind returns process and how we handle faulty, damaged or incorrect products. Nothing in this policy excludes, restricts or replaces your rights under the Australian Consumer Law (ACL).

30-Day Money Back Guarantee

We want you to feel confident shopping with Ailia. If you change your mind, our 30-Day Money Back Guarantee allows you to request a return within 30 days of receiving your order, subject to the conditions and exclusions in this policy.

Once approved, you must lodge your return parcel within 14 days of approval.

To qualify, your product must be:

• Unused, unworn, unwashed and undamaged.

• In its original product packaging.

• Returned with all parts, accessories and other items supplied as part of the product, kit or bundle being returned.

For an Ailia Bottle, unused means it has not been heated or used. This guarantee does not offer a trial period for used products.

You are responsible for arranging and paying for return shipping unless the product has a confirmed defect or we have supplied an incorrect item. We do not provide prepaid return labels for returns under this guarantee. For a confirmed product defect or an error on our part, we will cover reasonable return shipping costs.

Original shipping charges are non-refundable for change-of-mind returns, except where required by law.

Please email hello@ailiabottle.com before sending your return so we can confirm eligibility and provide the correct return address and instructions.

The unused-condition, packaging and time-limit requirements above apply only to our voluntary 30-Day Money Back Guarantee. They do not restrict your rights for faulty products under the Australian Consumer Law.

Kits, Bundles and Included Gifts

For a change-of-mind refund of a complete kit or bundle, all included components must be returned in the condition described above.

Depending on your purchase, this may include the bottle, charger, selected accessories, owner’s manual and original product packaging.

Any complimentary gift supplied specifically with the returned product or bundle must also be returned unused and in its original packaging.

You do not need to return separately purchased products you are keeping. If you wish to return only part of a kit or bundle, please contact us before posting anything so we can confirm whether a partial change-of-mind return is available and the applicable refund amount.

These requirements do not limit remedies for a faulty component under the ACL.

Sale and Discounted Items

Sale and discounted products are eligible for change-of-mind returns under the same conditions as full-priced products, unless clearly marked Final Sale or Non-Returnable when purchased.

Refunds are based on the amount actually paid, taking into account any applicable discount.

Your ACL rights continue to apply to sale, discounted and final-sale products.

Change-of-Mind Exclusions

The following are not eligible for change-of-mind returns or refunds:

• Gift wrapping, including Christmas Gift Wrapping.

• Delivery Assurance Upgrade.

• Custom or personalised products.

• Gift cards.

• Products clearly marked Final Sale or Non-Returnable at the time of purchase.

These exclusions do not affect any refund or other remedy you are entitled to under the ACL.

How to Start a Return

Email hello@ailiabottle.com within 30 days of receiving your order and include:

• Your order number and the shipping address used for the purchase, or another form of proof of purchase.

• The product or products you would like to return.

• Clear photos showing the condition of the products, their packaging and included components.

Once approved, we will provide the return address and instructions.

Please wait for approval before sending a change-of-mind return. Unauthorised change-of-mind returns may not be accepted.

You must arrange and pay for your own return postage and lodge the parcel within 14 days of approval. We do not provide prepaid labels for change-of-mind returns.

Please pack everything securely. We recommend using a tracked service and keeping your postage receipt until your return has been processed.

Shipping Costs

For change-of-mind returns:

• You are responsible for arranging and paying for return postage.

• Original shipping charges, including express and international shipping charges, are not refundable.

• We do not reimburse duties, import taxes or other charges paid directly to customs authorities or third parties.

For faulty, damaged or incorrect products, please contact us before arranging postage so we can provide suitable instructions. Where a fault or our error is confirmed, we will cover reasonable return postage costs, including reimbursing reasonable costs you have already paid. Please retain your receipts.

Nothing in this section excludes reimbursement or compensation required under the ACL.

Faulty, Damaged or Incorrect Products

Please inspect your order when it arrives and contact hello@ailiabottle.com as soon as possible if an item is damaged, appears faulty or is incorrect.

Include your order details, a description of the issue and, where possible, clear photos or videos to help us assess it. We may need to inspect the product before confirming the appropriate remedy.

If you suspect your bottle or charger is damaged or unsafe, stop using it and contact us for instructions. Do not attempt to open or repair it.

Faulty-product claims are not subject to our 30-day change-of-mind return window or requirements for unused condition and original packaging.

Please report delivery issues promptly to help us investigate. A delay in reporting does not automatically remove your rights under the ACL.

Warranty and Replacement Bottles

Our 12-month warranty covers all Ailia products, subject to the warranty terms. This warranty is additional to your rights under the ACL, which may continue beyond the warranty period.

Where a replacement bottle is agreed for an earlier-generation Ailia Bottle, we will offer the Ailia Bottle Gen 2 in Oat. Previous-generation bottles in Pink, Green or Black are no longer available as matching-colour replacements.

We will confirm the replacement details and any necessary compatible components with you before arranging it.

This does not limit your right to choose a refund where you are entitled to one under the ACL.

Pre-Order Cancellations

You may cancel a pre-order before it has been dispatched by emailing hello@ailiabottle.com with your order details.

We will refund the amount paid for the cancelled items. If your entire order is cancelled before dispatch, we will also refund any shipping charges and Delivery Assurance Upgrade paid for that order.

Once your order has been dispatched, the applicable returns process applies. Your ACL rights remain unaffected.

Exchanges

We do not offer direct change-of-mind exchanges.

The quickest way to get a different product, colour or size is to request an eligible return for a refund and place a separate order for the item you would like.

We cannot reserve stock or guarantee availability while your return is being processed.

This does not affect your entitlement to a replacement under the ACL.

Refunds

Once your return has been received and inspected, we will email you to confirm whether your refund has been approved.

If approved, we will process your refund to your original payment method within 10 business days.

Refunds reflect the amount actually paid for the returned items, after applicable discounts and any non-refundable charges described in this policy.

We do not substitute store credit for a refund unless you explicitly request it. If you originally paid using a gift card or store credit, the corresponding refund will be returned to that original payment method.

Your bank or payment provider may take additional time to display the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact hello@ailiabottle.com.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

For a major failure, you can choose a refund or replacement. For a minor failure, we may provide a repair or another appropriate remedy in accordance with the ACL. If the issue is not resolved within a reasonable time, further rights may apply.

Your consumer guarantee rights are separate from our voluntary warranty and change-of-mind returns policy.

Contact Us

For returns, refunds or product support, email hello@ailiabottle.com.

Please contact us before posting a return so we can provide the correct return address and instructions.