Refund policy

Your ordered items can be returned within 30 days of your delivery date for a refund, our store credit or an exchange.

1. Change of Mind Return
We accept change-of-mind returns within 14 days of delivery.
To be eligible:
✅ Items must be unopened, unused and in original packaging
✅ Items must be in resalable condition
✅ Proof of purchase is required

For change-of-mind returns, we offer:
✅ Store credit
✅ Exchange
We do not offer refunds for change-of-mind returns.

Customers are responsible for return shipping costs.
Original shipping fees are non-refundable.

2. Sale Items
Sale and promotional items can be:
✅ Exchanged
✅ Returned for store credit

They are not eligible for refunds for change of mind.
Faulty items are still covered under Australian Consumer Law.

3. Faulty, Damaged or Incorrect Items
If you receive an item that is:
✅ Faulty
✅ Damaged
✅ Incorrect
✅ Significantly different from its description

please contact us within 7 days of delivery at:
📧 hello@thefaceshop.com.au
Include:
Your order number
Description of the issue
Clear photos of the product and packaging

If your claim is approved, you may choose:
. Replacement
. Store credit
. Refund
In this case, we will cover the return shipping cost.

4. Allergic Reactions & Skin Sensitivity
Due to hygiene reasons, we do not accept returns for opened or used products for change of mind.
However, if you experience an allergic reaction, please contact us within 7 days of delivery with:
. Your order number
. Photos of the product
. Photos of the reaction
. Supporting information (medical certificate if available)

Each case will be assessed individually in accordance with Australian Consumer Law.

5. Return Process
Please contact us at:
📧 hello@thefaceshop.com.au
Once your return is approved, send your item to:

Return Address
PO BOX 6395 Upper Mount Gravatt QLD 4122 Australia
Please do not send items back without return approval.

6. Processing Your Return
Once we receive and inspect your return, we will notify you of the outcome.
If approved:
. Store credit will be issued via email
. Exchanges will be dispatched at no additional shipping cost
Please allow 3–10 business days for processing.

7. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This policy is in addition to your rights under the ACL.