Refund policy

Overview

We want you to shop with confidence. This policy explains when we can accept a return or an exchange, how to get the item back to us, and what it costs. It sits alongside your rights under the Australian Consumer Law, which are set out at the bottom of this page.

Returns

We accept returns for defective products only. We do not offer change of mind returns.

You have 30 days from the day your order is delivered to let us know about a defect.

If a product arrives damaged, faulty or not as described, get in touch through our contact form. We may ask for photos of the product and its packaging so we can sort it out quickly.

Once we have confirmed the defect, we will refund the full value of the product or send you a replacement, whichever you prefer. There is no restocking fee on a defective item and we cover the cost of getting it back to us.

Exchanges

We are happy to exchange a product within 30 days of delivery, as long as it comes back to us in new, resalable condition.

To be accepted for exchange, the product must be:

Unused and unopened, with any seal, shrink wrap or safety tab still intact
In its original packaging, undamaged and unmarked
Complete, including any insert, cap, pump or free gift that came with it
Free from any sign of use, wear or residue

Because we sell hair care and personal care products, we cannot accept an exchange on anything that has been opened, used or tested. This is for the hygiene and safety of every customer.

If the product you swap to costs more, we will send you a link to pay the difference. If it costs less, we will refund the difference to your original payment method.

What we cannot accept

Products that have been opened, used or tested, unless they are defective
Anything sent back more than 30 days after delivery
Products missing their original packaging or any of their components
Gift cards

How to start a return or exchange

Contact us through our contact form within 30 days of delivery. Include your order number, and photos of the issue if the item is defective.
Wait for our reply before sending anything back. We will confirm your return and tell you where to send it, which lets us match your item to your order when it arrives.
Return the item using whichever of the methods below suits you.

How to return your item

Once your return is approved, you can get the product back to us in three ways:

In store. Bring the item and your order number to us at Unit 11, 15 Industrial Avenue, Molendinar QLD 4214.
At a drop-off location. We will give you the details of your nearest drop-off point when we approve your return.
By mail. Post the item to Unit 11, 15 Industrial Avenue, Molendinar QLD 4214.

Return shipping and fees

Return postage is the customer's responsibility. We do not issue prepaid return labels, and the original shipping charge on your order is not refunded.

A restocking fee of 10% of the product price applies to exchanges. It covers processing, repackaging and labour, and is deducted from the value of your exchange.

Defective products are the exception to both of the above. If an item is faulty we cover the cost of returning it and no restocking fee applies.

We recommend a tracked service, particularly for higher value items. We cannot process a return that does not reach us, so please hold onto your tracking number.

Refunds

Once your return reaches us we will inspect it and email you to confirm we have it, then let you know whether your refund or exchange has been approved.

Approved refunds are processed within 7 days and credited to your original payment method. Depending on your bank or card provider it can take a few extra days to appear on your statement.

Late or missing refunds

If your refund has not turned up, check your bank account again, then contact your card provider, as there is often a processing delay before a refund is posted. If you have done both and still cannot see it, contact us online and we will chase it up.

Your rights under the Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded. If a product has a major problem, you are entitled to choose a refund or a replacement, and to compensation for any other reasonably foreseeable loss or damage. If the problem is not major, we will repair or replace the product within a reasonable time. Please keep your proof of purchase.