Refund & Return Policy

RETURNS & REFUNDS

We want you to be happy with your purchase. This policy explains when we accept returns, exchanges and refunds, including what to do if your order arrives damaged, incorrect or faulty.

This policy applies to purchases made through our website and does not limit any rights you may have under the Australian Consumer Law (ACL).

CHANGE-OF-MIND RETURNS

We do not offer returns, exchanges or refunds simply because you have changed your mind, selected the wrong product, ordered the wrong shade or size, or no longer want the product.

However, this does not affect your rights under the Australian Consumer Law.

FAULTY, DEFECTIVE OR UNSAFE PRODUCTS

Our products come with consumer guarantees under the Australian Consumer Law.

Products must be of acceptable quality, safe, fit for their intended purpose and match their description.

If a product does not meet these requirements, you may be entitled to a repair, replacement or refund depending on the circumstances and whether the problem is considered major or minor.

For a major problem, you may generally choose between a refund and a replacement.

For a minor problem, we may first offer a partial refund or a replacement within a reasonable time.

Consumer guarantees apply regardless of whether a product was purchased at full price, on sale or as part of a promotion.

PRODUCTS THAT ARRIVE DAMAGED

If your order arrives damaged, please contact us as soon as reasonably possible.

Please provide:

• Your order number;

• The name of the affected product;

• Photos of the product;

• Photos of the packaging and shipping box, where relevant; and

• A description of the damage.

Please keep the original packaging and damaged product until we advise you what to do next.

We will assess the issue and, where appropriate, arrange a replacement, refund or other remedy.

INCORRECT OR MISSING ITEMS

If you receive an item that is different from what you ordered, or an item is missing from your order, please contact us as soon as reasonably possible.

Please provide:

• Your order number;

• The product you ordered;

• The product you received, if applicable; and

• Photos of the product and packaging where requested.

If the error is confirmed, we will arrange an appropriate solution, which may include sending the correct item, sending a missing item or providing a refund.

Please do not return an incorrect item until we have provided return instructions.

COSMETICS AND HYGIENE PRODUCTS

For health, hygiene and product-safety reasons, we generally cannot accept change-of-mind returns of products that have been opened, used or tested.

This may include skincare, makeup, haircare, beauty tools and other personal-care products.

This restriction does not apply to your rights under the Australian Consumer Law. If a product is faulty, unsafe, defective, significantly different from its description or otherwise fails to meet a consumer guarantee, your legal rights still apply regardless of whether the product has been opened or used.

ALLERGIC OR ADVERSE REACTIONS

Cosmetic and skincare products may contain ingredients that can cause an individual reaction or sensitivity.

If you experience an unexpected reaction after using a product, stop using the product immediately.

Please contact us if you believe the product may be faulty or unsafe.

We may request information such as:

• Your order number;

• Product name;

• Batch or lot information, where available;

• Photos of the product and packaging;

• Details about how and when the product was used;

• A description of the reaction;

• If medical attention was required: copies of doctor's notes and/or medical certificates; the medical care provider (name and address of clinic, name of doctor, etc.); date and time of your visit; your diagnosis; your treatment;
• Confirmation of sharing data for mandatory reporting purposes; and
• Whether you have any known allergies, and your current condition and check with the product's ingredients if it has potentially cause the reaction.

If you experience a serious or concerning reaction, seek appropriate medical attention.

An individual allergic reaction does not necessarily mean that a product is defective. We will assess each case based on the circumstances and applicable consumer guarantees. Upon successful evaluation of the incident, if we can confirm an allergic reaction has taken place, we will provide a full refund for the product to your original payment method.

HOW TO REQUEST A RETURN OR REFUND

Please contact us before sending any product back.

To help us assess your request, please provide:

1. Your order number or proof of purchase;

2. Product name;

3. Reason for your return or refund request;

4. Description of the issue, where applicable; and

5. Photos or other supporting information where requested.

We may ask for additional information or photographs to help us assess the issue.

Once we have reviewed your request, we will provide instructions on the next steps.

Please do not send products to us without first contacting our customer service team.

RETURN SHIPPING COSTS

Where a product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse reasonable return shipping costs that you have paid, where required.

Please keep your postage or shipping receipt as evidence of the cost.

The ACCC confirms that businesses must reimburse reasonable return costs where a product is confirmed to have a problem covered by the consumer guarantees.

REFUND METHOD

Where a refund is approved, it will generally be made to the original payment method used for the purchase.

The time required for the refund to appear in your account may depend on your payment provider or financial institution.

We will process approved refunds within 7-10 BUSINESS DAYS after the refund has been approved or the relevant returned product has been received and assessed, where an assessment is required.

REPLACEMENTS

Where a replacement is approved, we will arrange for the replacement product to be sent to you.

Replacement availability may depend on stock levels.

If the same product is unavailable, we will discuss an appropriate alternative remedy with you, which may include a refund where applicable.

SALE AND PROMOTIONAL ITEMS

Products purchased during a sale or promotional period are still covered by the Australian Consumer Law.

A sale price does not remove or reduce your consumer guarantee rights.

PRODUCTS PURCHASED AS PART OF A SET OR BUNDLE

Where a product was purchased as part of a set, bundle or promotional offer, we may need to assess the complete set or bundle when determining the appropriate remedy.

If a particular product within a set is faulty, please contact us before returning any items.

Your consumer guarantee rights are not affected by any conditions relating to sets, bundles or promotional offers.

MISSING OR DAMAGED PARCELS

If your parcel appears to have been lost, damaged in transit or delivered incorrectly, please contact us.

We may request photographs, tracking information or other details to investigate the issue with the delivery provider.

Where the issue is our responsibility, we will work with you to provide an appropriate solution.

AUSTRALIAN CONSUMER LAW

Nothing in this Return & Refund Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.

Our consumer guarantee obligations apply independently of any voluntary return, exchange or warranty policy we may offer.

Australian Consumer Law consumer guarantees cannot be excluded, and businesses must not use their return policies to restrict those rights.

CONTACT US

If you have a question about a return, refund, replacement or product issue, please contact us via contact form.

Please include your order number in your enquiry so that we can assist you as quickly as possible.