REFUND & RETURNS POLICY
At Shades of Ebony Beauty, we want you to be happy with your purchase. We understand that sometimes an item may not be suitable, however, returns and refunds are subject to the terms outlined below and your rights under Australian Consumer Law.
Change of Mind
We do not accept refunds or exchanges for:
- Change of mind;
- Choosing the wrong product;
- Choosing the wrong colour or shade;
- Deciding that the product is no longer required.
For beauty and cosmetic products, we are also unable to accept returns of products that have been opened, used, swatched or tested, unless the product is faulty or otherwise covered by Australian Consumer Law.
We encourage customers to carefully check product descriptions, shade information and product details before placing an order.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.
Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law.
Depending on the circumstances, you may be entitled to a repair, replacement, refund or other appropriate remedy where a product:
- Is not of acceptable quality;
- Is not fit for its intended purpose;
- Does not match its description, sample or demonstration model;
- Is damaged or faulty.
The appropriate remedy will depend on the nature and severity of the problem and the requirements of Australian Consumer Law.
Faulty, Damaged or Incorrect Items
Please inspect your order as soon as possible after receiving it.
If you receive an item that is:
- Damaged during delivery;
- Faulty or defective;
- Incorrect;
- Significantly different from the product you ordered;
Please contact us at hello@shadesofebonybeauty.com.au as soon as possible.
Please include your order number, a description of the issue and, where possible, clear photographs of the product and packaging. This will help us assess the issue and resolve it as quickly as possible.
Please do not dispose of or return the product before contacting us, unless instructed to do so.
Returns Process
To request a return, please contact us at:
hello@shadesofebonybeauty.com.au
Please provide:
- Your order number;
- The item you wish to return;
- The reason for the return;
- Photographs or other information where relevant.
Please do not send an item back without contacting us first. Unauthorised returns may not be accepted.
If your return is approved, we will provide you with instructions on how and where to return your item. Where a return shipping label is applicable, we will provide the relevant instructions.
Return Condition
Where a return is permitted, products should be returned in their original condition and, where applicable, with their original packaging and accessories.
For hygiene and safety reasons, opened or used beauty and cosmetic products cannot be returned for change of mind.
This does not affect your rights under Australian Consumer Law if the product is faulty, defective or otherwise does not meet the applicable consumer guarantees.
Return Shipping
Where an item is being returned because of a fault, damage, incorrect item or another issue covered by Australian Consumer Law, Shades of Ebony Beauty will handle return shipping in accordance with your consumer rights.
For any returns that we voluntarily accept outside of our obligations under Australian Consumer Law, return shipping costs may be the responsibility of the customer.
Refunds
Once an approved return has been received and assessed, any applicable refund will be processed to the original payment method used for the purchase.
Please allow additional time for your bank, credit card provider or payment service to process and display the refund.
We are unable to guarantee the timeframe in which your financial institution will process the refund.
Sale Items & Promotional Purchases
Sale and promotional items are subject to the same consumer guarantees under Australian Consumer Law.
A sale price does not remove your consumer rights.
However, change-of-mind returns or exchanges are not accepted simply because an item was purchased during a sale or promotional period.
Exchanges
We do not offer exchanges for change of mind, incorrect product selection or incorrect colour selection.
Where an item is faulty, damaged or incorrect, we will assess the issue and provide the appropriate remedy in accordance with Australian Consumer Law.
Items Not Received or Lost in Transit
If your order has not arrived within the expected delivery timeframe, please contact us at hello@shadesofebonybeauty.com.au.
We may need to contact the relevant shipping provider to investigate the delivery.
Once an order has been handed to the shipping provider, delivery is subject to the shipping provider's processes and timeframes. However, we will assist with enquiries relating to your order where possible.
Incorrect Delivery Address
Customers are responsible for providing an accurate delivery address at checkout.
If you realise that you have entered an incorrect address, please contact us immediately at hello@shadesofebonybeauty.com.au.
We may be unable to change the delivery address once an order has been handed over to the shipping provider.
Please refer to our Shipping Policy for further information regarding orders sent to an incorrect address.
How to Contact Us
If you have any questions about a return, refund or your consumer rights, please contact us:
Shades of Ebony Beauty
Email: hello@shadesofebonybeauty.com.au
We are committed to handling returns and product issues fairly and in accordance with Australian Consumer Law.