Refund & Exchange Policy
RETURN DUE TO CHANGE OF MIND
Before shipping: If you have a change of mind and your product has not been shipped we are happy to change your order or refund you in full, less any refund fees charged by PayPal or AfterPay. Please contact us at firstname.lastname@example.org as soon as possible.
After shipping: You are welcome to return your purchased product within 30 days if you change your mind. A condition of return is that your product remains unopened, unused and in the original packaging. Return shipping is at your own expense. Please ensure the product is WELL PACKAGED so that it arrives back to us in good condition. Once we receive it and provided all return requirements have been met, you will be refunded in full / less cost of shipping / less PayPal or After Pay refund fees.
RETURN DUE TO DAMAGED IN TRANSIT
If the product you receive is broken or damaged in transit, please send photographs of packaging and the item so a claim/case can be opened with Australia Post.
RETURN DUE TO FAULT (EG FAULTY PUMP)
If your product is received and is not working as it should, please contact us to trouble shoot in the first instance. If a manufacturer issue is found we will advise return instructions and arrange replacement.
RETURN DUE TO ALLERGIES
In the very rare situation that you experience an allergic reaction to our product please take a photo of your reaction and details of what has happened and send to us for review (email@example.com). You are welcome to return the product to us and we are happy to provide a full refund, however less than 10% of the bottle should be used.
RETURN DUE TO INCORRECT ITEM RECEIVED
If your product arrives and it is not what you ordered, please take a photo and send to us within 7 days of receipt so we can correct this. Whilst we endeavor to ensure all orders are shipped accurately, we are human and errors do occur from time to time!
RETURN DUE TO INCORRECT COLOUR PURCHASED
We do NOT accept returns based on incorrect colour purchase. We provide you with options to achieve a great colour match and strongly recommend you use these prior to purchase to ensure you are happy with your colour choice. Please make sure you follow these steps;
Use the colour matching tools provided on our website … CLICK HERE
Purchase a colour / shade sample card and follow the user instructions included.
If you are still unsure, please visit your nearest clinic or stockist to get advice, colour match and purchase your correct colour.
HOW TO PROCEED WITH YOUR RETURN
Please contact us in the first instance so we can advise instructions on how to proceed with your return: firstname.lastname@example.org
Please advise your reason for return
Please include photographs (as outlined above) of the damaged, broken or incorrect item. DO NOT discard or throw away your product before you have contacted us.
Please allow us up to 48 business hours to respond to your query. We endeavour to respond promptly to all queries, however on occasion this may take a little longer. Rest assured that you will receive a response and we appreciate your understanding and patience.
INSTRUCTIONS TO RETURN YOUR PRODUCT
Please follow these steps carefully:
Please pack your product well (ideally in bubble wrap) so it reaches us safely and in good condition.
Please allow postal service 7-10 business days to reach us.
Once we receive your returned item, we will process your exchange and ship you a replacement or arrange a refund within 2 business days.
AM I ELIGIBLE FOR FREE RETURN SHIPPING?
Yes, if we shipped you the wrong item or if the product has manufacture fault.
If your return is due to change of mind then return cost of shipping is for your own account.
If you are unsure, please ask us.
IF MY “CHANGE OF MIND” RETURN DOES NOT MEET THE RETURN CONDITIONS (ie UNOPENED, UNUSED AND IN RE-SALEABLE CONDITION) WHAT WILL HAPPEN?
We will contact you immediately to let you know and we will return the item to your original shipping address.
Should you have any other questions please email our Customer Service Team who will be happy to help at email@example.com. Please note our business hours are: Monday to Friday, 9am – 4.30pm.