Return Policy

At Tumo, we want you to feel confident every time you shop with us. We take product quality seriously and aim to make the returns process clear, fair and straightforward.

Because Neuro Gum & Mints are ingestible products, certain hygiene, safety and product-integrity rules apply. This Returns Policy explains when you may be eligible for a refund, replacement or other remedy, and how returns are handled.

This policy is in addition to your rights under the Australian Consumer Law. Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under applicable law.

1. Australian Consumer Law

Our products come with consumer 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure. If the issue is a major failure, you may choose a refund or replacement. If the issue is not major, we may choose to repair or replace the product, or provide another appropriate remedy within a reasonable time.

2. Change-of-mind returns

We generally do not accept returns for change of mind once an order has been delivered.

However, we may, at our discretion, approve a change-of-mind return where: 

  • the item is returned within 30 days of delivery
  • the product is unopened, unused and in original saleable condition
  • all outer packaging, seals and wrappers are fully intact
  • the product has not been tampered with, damaged or exposed to conditions that may affect safety or quality
  • proof of purchase is provided

Where a change-of-mind return is approved, Tumo may offer, at its discretion:

  • a replacement product
  • store credit
  • a refund to the original payment method

Original shipping charges are generally not refundable for change-of-mind returns unless required by law. 

3. Non-returnable items

For health, hygiene and product-safety reasons, we do not accept change-of-mind returns for:

  • opened packs, jars, cartons, blister packs or pouches
  • products with broken, missing or damaged seals
  • products that appear used, consumed, tested or partially consumed
  • items not stored appropriately after delivery
  • promotional, clearance or final-sale items, except where required by law

This does not affect any rights you may have under the Australian Consumer Law if a product is faulty, unsafe, not as described, or otherwise fails a consumer guarantee. ACCC guidance makes clear that sale items can still qualify for remedies where consumer guarantees are not met.

4. Damaged, faulty or incorrect items

Please contact us as soon as possible if:

  • your order arrives damaged
  • you receive the wrong item
  • your order is incomplete
  • you believe the product is faulty
  • you have concerns about product integrity, including damaged or compromised packaging

For packaged food products, intact packaging and the absence of damage or tampering are relevant to product safety and suitability. Food Standards Australia New Zealand guidance notes that damaged packaging can make food unsafe or unsuitable.

If your product has a genuine fault or otherwise fails a consumer guarantee, we will work with you to provide an appropriate remedy in line with Australian Consumer Law. Depending on the circumstances, this may include a refund, replacement or other suitable resolution.

5. Proof of purchase

To process a return, refund or replacement request, we may ask for proof of purchase, such as:

  • your order confirmation email
  • receipt or tax invoice
  • payment confirmation
  • order number

Businesses are permitted to ask for proof of purchase when assessing repair, replacement or refund requests.

6. How to request a return or report an issue

To request assistance, please contact us at:

Email: sales@tumo.com.au
Phone: 02 9158 3217 
Return Address: PO Box 3159, North Strathfield, NSW 2137

Please include:

  • your full name
  • order number
  • the product name
  • a brief description of the issue
  • clear photos of the product and packaging, where relevant

We may ask for additional information to help us assess the issue quickly and fairly.

7. Return assessments

We may need to assess a product before approving a refund or replacement. This may include reviewing photos, batch information, packaging condition, expiry details, order information and, where appropriate, requesting the product be returned.

ACCC guidance states that businesses may inspect or assess goods before providing a remedy.

We may decline a return request where:

  • there is no proof of purchase
  • the product has been opened or consumed and the issue is not related to a fault or consumer guarantee
  • the packaging or seal has been broken for reasons unrelated to transit or product defect
  • the product has not been stored or handled appropriately after delivery
  • the request is inconsistent with this policy or with your rights under law 

8. Return shipping

If a return is approved because the product is faulty, damaged, incorrect, or otherwise does not meet consumer guarantees, Tumo will provide reasonable instructions for return and, where required, cover reasonable return shipping costs. ACCC guidance indicates that where goods need to be returned due to a fault, the seller may need to cover appropriate transport or postage costs. If we approve a discretionary change-of-mind return, you are responsible for the return shipping cost unless we advise otherwise. We recommend using tracked shipping for authorised returns.

9. Refunds

If a refund is approved, it will usually be processed back to your original payment method. Please allow 3 to 10 business days for the refund to appear, depending on your payment provider or bank. Shipping fees are generally non-refundable for discretionary change-of-mind returns, but this does not affect any rights you may have under Australian Consumer Law. 

10. Replacements

Where appropriate, we may offer a replacement product instead of a refund. This is often the fastest solution where:

  • the wrong item was sent
  • the product arrived damaged in transit
  • there is an isolated product issue that can be resolved with a replacement

Where the issue amounts to a major failure under Australian Consumer Law, the consumer is generally entitled to choose between a refund or replacement. 

11. Orders returned to sender or undeliverable parcels

If an order is returned to us because:

  • the delivery address provided was incorrect
  • delivery could not be completed after reasonable attempts
  • the parcel was not collected in time

We may contact you to arrange redelivery. Additional shipping charges may apply.

Where a returned parcel contains ingestible products and we cannot verify safe handling or storage conditions while out of our control, we may not be able to reship that product. In those cases, we may provide a partial refund excluding shipping and handling costs, unless a fuller remedy is required by law. 

12. Contact us

If you have any questions about this Returns Policy or need help with a Tumo order, please contact us:

Tumo Email: sales@tumo.com.au
Phone: 02 9158 3217  
Return Address: PO Box 3159, North Strathfield, NSW 2137