Refund policy

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

1. Shortages, Incorrect Items and Delivery Damage

Please inspect your order as soon as reasonably possible after delivery.

If an item is missing, incorrect or appears to have been damaged during delivery, please contact us within 48 hours where possible. Prompt notification helps us investigate the issue with our warehouse and delivery provider.

Please provide:

  • your name and order number;

  • details of the affected item;

  • photographs of the product, packaging and shipping label, where applicable; and

  • any other information reasonably required to assess the issue.

The 48-hour notification request does not limit your rights under the Australian Consumer Law.

Please retain the product and packaging until we have reviewed your claim. Do not dispose of or return an item unless instructed by us.

Where we confirm that an item was missing, incorrectly supplied or damaged before or during delivery, we will provide an appropriate remedy, which may include supplying the missing or correct item, replacing the damaged item or providing a refund.

2. Faulty Products and Consumer Guarantees

If you believe a product is faulty, unsafe, not of acceptable quality, not fit for its intended purpose or materially different from its description, please contact us as soon as reasonably possible.

We may request photographs, video, batch information or other relevant details. The product may need to be returned for inspection before a remedy can be determined.

If the product has a major problem, you may be entitled to choose between a refund and a replacement in accordance with the Australian Consumer Law.

If the problem is minor, we may choose to repair or replace the product within a reasonable time. If we cannot provide an appropriate remedy within a reasonable time, you may be entitled to a refund or another remedy under the Australian Consumer Law.

A product will not generally be considered faulty where the issue was caused by misuse, accidental damage, incorrect assembly, improper storage, normal wear and tear, failure to follow instructions or use for an unintended purpose.

3. Change-of-Mind Returns

In addition to your rights under the Australian Consumer Law, we accept eligible change-of-mind returns when you contact us within 14 calendar days after receiving your order.

To qualify, the product must:

  • be unused, unopened and in its original condition;

  • have all seals, labels and protective packaging intact;

  • include its original packaging, accessories and instructions;

  • be clean, undamaged and suitable for resale; and

  • be accompanied by acceptable proof of purchase.

You must contact us and receive return authorisation before sending an item back. Returns sent without prior authorisation may be refused or returned to the sender.

Approval of a return request does not automatically guarantee a refund. The returned product will be inspected after we receive it.

4. Items Excluded from Change-of-Mind Returns

For health, hygiene, safety and product-integrity reasons, we do not accept change-of-mind returns for:

  • products that have been opened, used, tested or had their seals removed;

  • opened cosmetics, skincare, tanning, waxing, lash, brow, nail or hair products;

  • razors and other personal hygiene products;

  • intimate, sanitary or single-use products;

  • opened or used brushes, applicators and implements;

  • nail polish, gel polish, liquids, solvents and products subject to hygiene or transport restrictions;

  • clearance, discontinued, floor-stock, demonstration or final-sale items;

  • gift cards; or

  • personalised, special-order or custom-ordered products.

These exclusions apply only to change-of-mind returns. They do not affect your rights where a product is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.

5. Proof of Purchase

We may require reasonable proof of purchase before processing a return or claim. Acceptable proof may include an order confirmation, invoice, receipt, transaction record or other evidence showing that the product was purchased from eBeauty Supplies.

6. How to Request a Return

Before returning a product, contact us at sales@ebeautysupplies.com.au and provide:

  • your name;

  • order number;

  • product details;

  • reason for the return; and

  • photographs or other supporting information, where applicable.

If the return is accepted, we will provide return instructions and, where applicable, a return authorisation number.

Unless instructed otherwise, products must be returned to eBeauty Supplies and must not be sent directly to the manufacturer.

7. Return Shipping Costs

For an approved change-of-mind return, you are responsible for the return shipping cost and the risk of loss or damage during return transit. Original delivery charges are generally not refundable for change-of-mind returns.

We recommend using a trackable shipping service and retaining the tracking receipt.

If we arrange a courier for an approved change-of-mind return, the return shipping charge may be deducted from your refund after we advise you of the amount.

Where a product is confirmed to have a fault covered by the Australian Consumer Law, or we supplied an incorrect or delivery-damaged product, eBeauty Supplies will cover or reimburse reasonable return shipping costs. Please contact us before arranging the return.

For large, heavy or difficult-to-return faulty products, please contact us so that an appropriate inspection or collection arrangement can be made.

8. Refunds

After receiving and inspecting a returned product, we will notify you whether the return has been approved.

Approved refunds will be issued to the original payment method. We will generally process the refund within seven business days after approval. Your bank, card provider or PayPal may require additional time to display the refund in your account.

For approved change-of-mind returns, the refund will cover the accepted returned product only. Original delivery charges and return shipping costs are not refundable unless required by law.

Refunds for products that do not meet a consumer guarantee will be handled in accordance with the Australian Consumer Law.

9. Exchanges

Where an exchange is approved, the replacement product will generally be dispatched after the returned item has been received and inspected.

For a change-of-mind exchange, you may be required to pay any price difference and applicable delivery costs.

10. Furniture and Equipment Warranties

Some furniture, electrical equipment and salon equipment may include a manufacturer’s warranty. The relevant warranty period and conditions may be stated on the product page or in the manufacturer’s documentation.

Manufacturer warranties apply in addition to, and do not replace, your rights under the Australian Consumer Law.

We may need to inspect the product or arrange assessment by the manufacturer or an authorised repairer. Please contact eBeauty Supplies first so that we can arrange the appropriate process.

Damage caused by misuse, incorrect assembly, unauthorised repairs, improper maintenance, failure to follow instructions or normal wear and tear may not be covered.

11. Order Cancellations

If you wish to cancel or amend an order, please contact us as soon as possible.

We cannot guarantee that an order can be cancelled or changed after it has been processed, packed or dispatched. If the order has already been dispatched, it will be subject to the applicable return conditions in this policy.

12. Contact Us

eBeauty Supplies
Email: sales@ebeautysupplies.com
Return address: 107 miller street Epping VIC 3076

Please contact us and obtain return instructions before sending any product back.