We want you to be completely satisfied with your purchase. If you receive a faulty or damaged item, we’ll happily arrange a refund, replacement, or repair at no cost to you, in accordance with Australian Consumer Law.
Key Points:
- Returns will be accepted for faulty or damaged items.
- Products must be returned in their original packaging and condition if faulty.
- For hygiene reasons, we cannot accept returns of opened skincare or beauty products unless they are faulty.
- Opened or used products cannot be returned unless they are faulty or defective.
- For full details on returns and your rights, please see below.
Returns Policy (Full Version)
Returns for Faulty or Damaged Products
If you receive an item that is faulty, damaged, or not as described, you are entitled to a replacement, repair, or refund in accordance with the Australian Consumer Law.
You must notify us of any faulty or damaged items as soon as possible after receiving your order. Proof of purchase and photos of the damaged product may be required for processing your return. Opened or used products can only be returned if they are faulty or damaged.
Non-returnable Items
- Returns are not accepted for change of mind.
- We do not accept returns for products that have been opened or used, unless they are faulty or defective.
- If a product works as described and is not faulty or damaged, returns are not accepted simply because the product does not meet your personal expectations or preferences.
Faulty or Damaged Items
If you receive a faulty or damaged product, please contact us within a reasonable time after delivery. We will arrange a replacement, repair, or refund, depending on the circumstances and in line with your rights under the Australian Consumer Law.
Refund Process
If a refund is required for a faulty or damaged product, we will process it back to your original method of payment within 7–10 business days of receiving the returned item.
How to Return a Faulty or Damaged Item
To initiate a return for a faulty or damaged item, please contact our customer service team at info@twobirdskincare.com with your order number, details of the issue, and any relevant photos. We will provide instructions for returning the item.
Customer Rights Under Australian Consumer Law
This policy is designed to ensure we comply with the Australian Consumer Law. Nothing in this policy limits or overrides your rights under the ACL, which provides remedies for faulty or damaged products.