Last updated: 22 August 2026
This online store and website, houby.me, are operated by Vivid Plants (ABN 14 734 013 351), trading as HOUBY (“HOUBY”, “we”, “us” or “our”).
This policy applies to products purchased directly from houby.me. Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.
1. Change-of-Mind Returns
Because skincare products are personal-use goods, HOUBY does not accept returns, exchanges or refunds where a customer has simply changed their mind.
A change of mind includes:
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ordering the wrong product;
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no longer wanting or needing the product;
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finding the product at a lower price elsewhere;
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preferring a different product;
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disliking the fragrance-free scent, colour, texture, consistency or appearance where the product is not faulty; or
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experiencing results that differ from personal expectations where the product is otherwise of acceptable quality and matches its description.
Please review the product description, ingredient list, size and directions before ordering. If you have a question before purchasing, contact us at marketa@houby.me.
This change-of-mind policy does not affect your rights where a product is faulty, unsafe, damaged, incorrectly supplied, materially different from its description or otherwise fails to meet a consumer guarantee.
2. Faulty, Damaged or Incorrect Products
Please contact us as soon as reasonably possible if a product:
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arrives damaged or leaking;
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is faulty or unsafe;
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is materially different from its description;
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is not the product you ordered;
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is missing from your order; or
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otherwise fails to meet a consumer guarantee under the Australian Consumer Law.
Consumer guarantee rights do not have a fixed 30-day expiry period. The remedy available will depend on the nature and seriousness of the problem.
We may ask for information reasonably required to assess the issue, including photographs, the order number, product batch or lot details and a description of what occurred. We may also need to inspect or arrange the return of the product.
Major problems
A product may have a major problem if, for example, it:
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is unsafe;
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is substantially different from its description or sample;
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cannot be used for its normal purpose and cannot easily be fixed within a reasonable time; or
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has a problem that would have prevented a reasonable customer from purchasing it had they known about it.
Where there is a major problem, the customer may choose between a refund and a replacement of the same type, subject to the Australian Consumer Law.
Minor problems
Where a problem is minor, HOUBY may choose to provide an appropriate remedy, such as replacing the product or otherwise resolving the problem within a reasonable time.
Store credit may be offered as an additional option, but it will not replace a refund or replacement where the customer is legally entitled to choose one.
3. Opened or Used Skincare Products
A product does not automatically lose its consumer guarantee protection merely because it has been opened or reasonably used. We may accept and assess an opened or partially used product where a fault, safety issue or other failure became apparent only after opening or using it as directed.
Opened or used products are not eligible for return solely because of:
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change of mind;
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personal preference regarding texture, consistency, colour or scent;
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purchasing the wrong product; or
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results differing from personal expectations where the product is not faulty and matches its description.
Please retain the product, its packaging and any batch or lot information until we have assessed the matter and provided instructions.
4. Skin Reactions and Product-Safety Concerns
Individual skin responses can vary, and experiencing sensitivity does not necessarily mean that a product is faulty.
If you experience irritation or an unexpected reaction:
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stop using the product;
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follow any warnings and directions provided with the product;
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seek appropriate medical assistance if the reaction is serious or you are concerned; and
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contact us at marketa@houby.me.
To help us assess and record the matter, we may request:
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your order number;
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the product name;
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the batch or lot number;
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when and how the product was used;
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a description of the reaction;
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photographs, where appropriate; and
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information about other products used at approximately the same time.
Only provide health information that you are comfortable sharing and that is reasonably relevant to the enquiry. Information provided to us will be handled in accordance with our Privacy Policy.
Depending on the circumstances, we may provide a remedy where the product is found to be faulty, unsafe, incorrectly labelled or otherwise fails to meet a consumer guarantee.
5. How to Request a Return, Replacement or Refund
Contact:
Email: marketa@houby.me
Please include:
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your name;
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your order number;
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the product concerned;
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a description of the problem; and
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photographs of the product, packaging, damage or leakage where reasonably available.
We aim to acknowledge enquiries within three business days.
Please contact us before posting a product so that we can provide the correct return instructions and avoid unnecessary costs or delays. Contacting us first does not limit any rights you have under the Australian Consumer Law.
6. Returns and Return Shipping
If a product needs to be returned, we will provide the applicable return address and instructions.
Where the product is confirmed to have failed to meet a consumer guarantee, HOUBY will reimburse reasonable return-postage or transportation costs in accordance with the Australian Consumer Law. We may provide a prepaid return method where appropriate.
If the product is assessed and found not to have a fault or other covered problem, you may be responsible for collection or return-delivery costs. We will discuss this with you before incurring additional costs where reasonably practicable.
Please package returned products securely and use the return method agreed with us. Keep any tracking information until the return has been completed.
7. Refund Processing
Where a refund is approved:
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it will normally be issued to the original payment method;
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we will not charge a restocking or processing fee for a remedy provided under the Australian Consumer Law;
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we aim to initiate the refund within five business days after approval; and
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your bank or payment provider may require additional time to display the refund.
A refund for a major failure will not be reduced because the customer reasonably used the product before discovering the problem.
Where the original payment method is unavailable, we will discuss an appropriate alternative with the customer. Store credit will be provided instead of a monetary refund only where the customer agrees or where otherwise permitted by law.
8. Sale and Promotional Products
Products purchased during a sale or with a promotional discount are not eligible for change-of-mind returns.
However, sale and promotional products remain covered by the Australian Consumer Law. A customer may still be entitled to a remedy if the product is faulty, unsafe, materially different from its description or otherwise fails to meet a consumer guarantee.
A remedy may not be available for a defect that was specifically disclosed before purchase and was the reason the product was discounted.
9. Gift Cards and Store Credit
Gift cards and store credit are not redeemable for cash or refundable for change of mind, except where required by law.
Any expiry period or other condition applying to a gift card or store credit will be disclosed when it is issued and will comply with applicable law.
10. Products Purchased from Another Retailer
This policy applies to purchases made directly through houby.me.
If you purchased a HOUBY product from another retailer or marketplace, please contact that seller first and follow its returns process. Your Australian Consumer Law rights are generally exercised against the business that sold you the product.
You may still contact HOUBY about a product-safety concern or if you require product information.
11. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
For a major failure with goods, you are entitled to choose a refund or replacement. If a failure is not major, you are entitled to have the failure remedied within a reasonable time. You may also be entitled to compensation for other reasonably foreseeable loss or damage resulting from a failure to meet a consumer guarantee.
Nothing in this policy is intended to exclude, restrict or modify these rights.
For information about consumer guarantees, visit the Australian Competition and Consumer Commission.
12. Contact Us
This website is operated by:
Vivid Plants, trading as HOUBY
ABN: 14 734 013 351
Email: marketa@houby.me
Website: houby.me
We may update this policy to reflect changes to our products, business practices or legal obligations. The latest version will be published on houby.me with its revision date.