Refund and Returns Policy

ANADLU — Refund & Return Policy

Effective Date: 28 November 2025

At Anadlu, we want every part of your experience — from booking your stay to receiving any products you purchase — to feel effortless and enjoyable. This policy outlines how refunds, returns, and cancellations are handled for both accommodation bookings and product purchases.

🌿 1. ACCOMMODATION BOOKINGS

Because Anadlu is a boutique, limited-capacity retreat, every booking impacts our availability. Our cancellation and refund policy is designed to be fair to both our guests and our small business.

1.1 Cancellations

More than 14 days before arrival:
  • Full refund available, less any processing fees charged by the payment provider.
7–14 days before arrival:
  • Refund of 50% of the total booking amount.
  • Alternatively, you may transfer your stay to new dates once at no additional fee (subject to availability).
Less than 7 days before arrival:
  • Bookings are non-refundable.
  • Where possible, we will offer one date change at our discretion, depending on availability.
1.2 Date Changes
  • One complimentary date change is allowed if requested more than 14 days before your stay.
  • Additional changes may incur a rebooking fee.
  • Changes requested within 14 days of arrival are subject to availability.
1.3 No-Shows

If guests do not arrive for their stay and do not contact us, the booking is considered a no-show and is non-refundable.

1.4 Early Departures

Early departures are not eligible for refunds unless required by a verified emergency or under Australian Consumer Law.

🌸 2. PRODUCT PURCHASES (Shower Steamers, Powder Shampoo, Pleasant State, etc.)

This section applies to items purchased through:

  • The Anadlu Shop page
  • QR code ordering
  • Direct message or email orders
  • Gift purchases
  • Affiliate-linked suppliers (special rules apply — see section 2.4)
2.1 Change of Mind

For hygiene and safety reasons, we cannot accept returns for:

  • Shampoo, conditioner, body wash
  • Shower steamers
  • Opened consumables
  • Any personal care, wellness, or body products

Please choose carefully.

Non-hygiene items (e.g., charging pads, picnic blankets) may be returned within 14 days if unused, unopened, and in original condition. Refunds exclude postage.

2.2 Faulty or Incorrect Items

If an item arrives damaged, faulty, or incorrect:

  1. Email us at shop@anadlu.com.au within 7 days of receiving it
  2. Include your order number and a photo of the issue
  3. We will replace the item or offer a refund, depending on your preference

This is fully covered under Australian Consumer Law.

2.3 Delivery Issues

If your order does not arrive:

  • We will follow up with the courier
  • If the parcel is confirmed lost, we will send a replacement or refund you
  • If tracking shows the parcel as delivered but you did not receive it, we will assist with claims, but replacements/refunds may depend on the courier outcome
2.4 Purchases via External Partners (Etsy, Amazon, Pleasant State, etc.)

If you purchased via:

  • Etsy
  • Amazon
  • Pleasant State
  • Any external store linked from our website

You must follow their return and refund policies.
These businesses handle shipping, replacements, and guarantees directly.

We are always happy to help guide you to the right contact, but we cannot process refunds for items bought on external websites.

🌿 3. GIFT CARDS & PROMOTIONAL OFFERS

Gift Cards
  • Non-refundable once purchased
  • Valid for 3 years from date of issue
  • Can be used for stays or approved products
Discount Codes
  • Cannot be exchanged or refunded
  • Cannot be redeemed for cash
  • Must be used before expiry

🌙 4. HOW TO REQUEST A REFUND OR RETURN

For stays, products, or general enquiries:

📧 hello@anadlu.com.au

Please include:

  • Your name
  • Booking or order number
  • Reason for your request
  • Any photos (for products)

We respond as quickly as possible and always with kindness.

🌼 5. AUSTRALIAN CONSUMER LAW

Nothing in this policy limits your rights under the Australian Consumer Law (ACL).
You are entitled to a replacement, repair, or refund for major failures and for compensation for other reasonably foreseeable loss or damage.

We comply fully with these obligations.