Refund policy
SECTION 1 - Returns & Refunds
All conditions outlined below follow The Australian Consumer Law Consumer Rights & Guarantees.
We will always do our best to accommodate where applicable. Please read all of the information below and instructions provided on each product page to ensure you are using our products correctly and safely.
Once you have made a purchase, you have agreed to all the sections and points outlined below. If you have any questions or concerns regarding a return, please email us using our Contact form on the ‘Contact Us’ page.
Our money back guarantee policy lasts 30 days, which is our "Risk Free - Money Back Guarantee." If you receive your item and you change your mind within those 30 days, then you are entitled to a full refund, subject to the conditions below.
If it’s been over 30 days and you request a refund due to a broken/faulty product, please be prepared to show us how the product arrived broken or stopped working. We may require that you provide us with either an image or video showing that the product was damaged and/or not working.
Note, based on Australian Consumer Law, there is no time limit on refunds if the item has arrived faulty or broken. Please let us know as soon as you notice a fault so we can help quickly. Your rights to a repair, replacement or refund for faulty goods under the Australian Consumer Law are not limited by this policy.
Change-of-mind refunds are not available once 30 days have passed, or if:
- The order or specific products were placed by mistake and you let us know after the 30 days
- You found the product cheaper elsewhere after the 30 days
- The product was misused in a way that caused the damage or against our instructions
- You knew or were made aware of the faults before purchasing the product
Please use our products with care. If a product is damaged by contact with substances or liquids, or by misuse, it will not be eligible for a change-of-mind return. This does not affect your rights for goods that are faulty.
For refunds, we can occasionally grant them without the need for a return, meaning we issue a refund and let you keep the product. If we ask you to return it, we ask that the product remain in good physical condition.
If you seek a refund for a change of mind within the first 30 days, we ask that the product remain in good physical condition.
To organise your return or refund, please contact us via the contact page with your order number so we can confirm we are speaking to the right person. Contacting us via social media channels may not be the quickest way to get a response, so we prefer being contacted via our website contact form or at help@femmeglowco.com.
If we request you to return your item, we will email you the return address and instructions.
If you request a refund due to a change of mind and we ask you to ship the product back, you will pay for the return shipping. Once the product arrives and you have shown us a valid postal receipt, we will issue the refund.
If your product was faulty and that is the reason for the refund and we request for you to ship it back, then we will cover the cost of shipping, in accordance with Australian Consumer Law.
Once a refund has been processed, the money will automatically be returned to your credit card or original method of payment within 5-10 business days, excluding public holidays and weekends.
If you have any questions about your refund money arriving (after it’s been processed), please allow a minimum of 5 business days after the refund has been processed, then check with your bank, then contact us. It shouldn’t take longer than 10 business days, depending on the banking institution — feel free to reach out to us so we can help during this time.
SECTION 2 - Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again, as it may land without a notification.
If still nothing, then contact your bank; it may take some time before your refund officially appears in your bank account or payment method account.
If you’ve done all of this and you still have not received your refund, please contact us via the contact form. It usually takes up to 5 business days for funds to arrive, though for some customers it may take longer — just keep in touch with us so we can help.
SECTION 3 - Return Shipping Costs
We will cover your return shipping costs if your product is faulty and you are asked to return it. If you change your mind within the 30 days, want a refund and we ask you to return it, then you will cover the cost of return shipping. Change-of-mind requests after 30 days are at our discretion. This does not limit your rights under the Australian Consumer Law for faulty goods.
ENDING NOTES & RECAP
If you have any further questions, please read this page again for extra clarity and then contact us via the Contact page :)
We do our best to respond to everyone within 1 business day (Mon - Fri) via email. Messages can sometimes get lost on social media, so please contact us via our website contact form.
Lastly, we seek to resolve all matters fairly. If you are genuinely unhappy about something (order, product etc), please contact us so we can make it right.
To learn more about our delivery times, please visit our Shipping Policy page. We look forward to working with you and building a relationship together.