1. Customer Satisfaction
If for any reason you are not completely satisfied with your purchase, please email us at
in**@************om.au so that our customer service team can assist you promptly. Be sure to include your full name, email address (used for the purchase), and order number.
2. Refunds & Exchanges During Sale Periods
We do not offer refunds or exchanges on any ‘Sale Products’ for change-of-mind purchases. Please note that products purchased during a sale may be shorter-dated and cannot be returned or exchanged unless they are faulty or damaged*.
3. Returns & Exchanges
Returns and exchanges are valid within 30 days of receiving your order. Eligible returns must meet the following criteria:
- Unopened Products: You may return unopened products for a store credit, exchange for a product of equal value, or a refund to your original payment method.
- Faulty: If your product is faulty or damaged* you are entitled to a refund, replacement, or repair in accordance with consumer guarantees.
- If you purchased a ‘pack/bundle’ or used a discount code, any refund will be calculated on a pro rata basis according to the discounted prices paid for each product.
- Please note, if exchanging a product, you will be required to pay for the additional shipping cost.
- We cannot accept any opened Sample Packs for return or exchange unless they are faulty.
4. Free Gifts with Order
If your order qualifies for a free promotional gift but it was not added to your cart, please contact us immediately with your order number so we can include it in your order. If your order has already been shipped, your gift will be added to your next order. We do not ship out Free Gifts separately, if they have not been selected at the checkout. Free gift items are not eligible for returns or exchanges.
5. Order Issues
If there is an issue with your order upon delivery, please notify us within 48 hours of receipt so we can resolve the issue promptly. If you fail to contact us within this timeframe, we may not be able to assist.
6. How to Initiate a Refund, Return, or Exchange
To initiate a return, refund, or exchange, please contact us at
in**@************om.au with your order details and a description of the issue. If applicable, include a photo of any damage or defects.
7. Shipping Protection
- If your parcel is lost during shipping, you are entitled to a full replacement after the parcel has been in transit for 30 days, or if Australia Post officially declares the parcel lost.
- For damaged items, you must report the damage within 48 hours of delivery and provide clear photo evidence.
- While refunds are not available for damaged items, we will offer a replacement.
Please ensure you review these terms prior to purchase. If you have any questions or require assistance, our customer service team is here to help.
