Returns and Refunds Policy
CONSUMER GUARANTEES
Our products come with guarantees that cannot be excluded under Australian Consumer Law including that the products will be:
- of acceptable quality;
- fit for purpose;
- safe to use; or
- match the description or sample.
If the product you have purchased does not comply with any Consumer Guarantees, you can choose a refund or exchange:
You will need to provide proof of purchase (eg: your original receipt, credit card statement) to receive a refund or exchange.
Refunds will be issued using your original payment method.
Important information for online purchase returns
For ‘change of mind’ returns, no exchanges can be provided, and the original shipping fee will not be refunded.
For ‘consumer guarantee’ (faulty) returns, the original shipping fee will be refunded for refund requests only. Exchanges will be posted free of charge.
If the Returns/Exchanges Form (see below) is incorrectly completed or the requirements in this policy are not strictly complied with (for example, if you have indicated that a product is faulty and we later determine it is not faulty, or a product returned for change of mind is not re-saleable when we receive it) we will be unable to replace the product to you, or provide you with a refund, credit or exchange relating to the returned product.
We value our customers at Bella Brazilian, so if you change your mind, we will refund the purchase price or exchange those products within 14 days of your purchase, provided Bella Brazilian is satisfied that:
- You have a valid proof of purchase (usually a receipt);
- You are returning the item within the 14 days of purchase window;
- The product and packaging is in its original condition including all documentation and accessories;
- The product is in a re-saleable condition;
- The product has not been used or damaged;
- The product is not one which a change of mind is not provided for; and
- Salon-only products must be returned to us at the salon.
How to return your product
Step 1 – The returns process starts with contacting us and discussing the product you would like to return. As we are a professional skin care and beauty salon, if you are returning the product for satisfaction reasons, we will like to understand the reason for your return and to ensure you are using the right products for your skin and skin requirements.
Step 2 – Download the Returns/Exchanges Form here. Complete online and print or print and fill out manually.
Step 3 – For Satisfaction or Change of Mind Returns, securely package the product (in the same condition as when it arrived) along with your valid proof of purchase and completed Returns/Exchanges Form and post to:
Bella Brazilian
Att: Returns/Exchanges
20 Doubleview Avenue
Elanora Queensland 4221
Step 4 – We will notify you when we receive the returned item and commence our returns process. This can take up to 5 days for a refund to be processed.
Step 5 – We will process any credits, replacements or exchanges within 5 days and any refunds will be processed via the method of payment that you used for the original purchase. This process can also take up to 5 business days.
Am I eligible for free return shipping?
Unfortunately we are not able to cover return postage fees on all return types. If you would like to return an item, please contact us straight away to discuss and we will advise whether or not your items is free return.
Somethings to consider when posting products:
- If you still have packaging that we sent you the item, please re-use that with additional packing material such as newspaper or bubble wrap to secure your products. Damaged products may incur a repackaging fee if new packaging is required.
- Use a tracked mail service such as Australia Post Parcel Post with Signature – we recommend using the insurance option to ensure your product is protected against damage and loss.
Please choose carefully
Please choose carefully when purchasing the following merchandise as change of mind returns will not be provided for:
- Gift vouchers;
- Vitamins and Supplements;
- Consumable items (such as food); and
- Other products advertised as being non-refundable for change of mind.
Product Reactions
Reacting to ingredients in products isn’t common, but it is never nice.
The first step is to get you the right help for your reaction now, so contact us immediately. After that, we can assist you in understanding what caused the reaction and get a solution for you. This may mean returning products, trying another product, another brand or even trying different application/usage. Some active ingredients such as Retinol may cause reactions. This is generally normal as your skin acclimates to the Retinol.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned goods. We will also notify you if your return was approved or rejected and whether or not your refund will be processed. Please note, shipping costs are non-refundable.
If you are approved, we will process your refund, and a credit will automatically be applied to your original method of payment, within 3 business days. Please note that after a refund has been processed on our end, there may be additional delays from your banking or financial institution.
Late or missing refunds
If you haven’t received your refund, please first check your bank account again.
Then contact your bank, financial institute or PayPal (whoever you made the original payment via), and check with them as it may take some processing time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund, please contact us at salon@bellabrazilian.com
Sale items
Only regular priced items may be refunded. On Sale items cannot be refunded.
Return to Sender Parcels:
If your parcel is returned to sender, our team will be in touch to provide you with the next course of action.
1. Please note that if a parcel was returned to sender due to an incorrect address being provided at the time of order, additional shipping costs will apply. We do ask, that your make sure your details are correct prior to ordering to ensure your order reaches your correct address without delay. We will endeavour to investigate the issue straight away.
2. If the parcel was returned to sender due to an incorrect delivery made by Australia Post, we will endeavour to repost the items back out to you once the parcel returns to our address.
Contact
We’re always here to listen…. If you have any queries about the process or require further assistance, please email us at salon@bellabrazilian.com or call us on 0455 021 876.