Returns Policy


Kiana Beauty strives to ensure you are satisfied. We want you to love what you've ordered. In the unfortunate event you wish to return a product, the following terms and conditions apply.


Eligibility

Process

Exemptions

Shipping

Exchanges

Refunds

Late or missing refunds

Allergies

Gifts


Eligibility

If you find any part of your order is incorrect, faulty or damaged, it can be returned within 30 days from the date of dispatch. Where possible, we will endeavour to replace the item, otherwise you will receive a refund on your purchase.


If you change your mind about a purchased item, it can be returned within 30 days from the date of dispatch for an exchange only. We do not offer refunds on change of mind purchases.


If more than 30 days have gone by since your purchase, unfortunately we can’t accept your return.


To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.


To complete your return, we require a receipt or proof of purchase.


Process

Please email us at hello@kianabeauty.com.au prior to returning any purchases to obtain a returns form and a return postage voucher if applicable.


Return items should be sent, together with the returns form and proof of purchase, to:

51 High Street, Berwick, Victoria AU 3806.


Please do not send your purchase back to the manufacturer.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.


Exemptions

Please note that several types of goods are exempt from being returned. These include:

‘Sale’ items

Gift cards

Perishable goods that would no longer be fit for sale after return

Intimate or sanitary goods

Downloadable software products

Some health and personal care items


Shipping

If the return is a result of our error (for example, if you receive an incorrect or damaged item), we will pay the return delivery costs.


If the return is for another reason, you will be responsible for paying for your own shipping costs to return and exchange your item. Shipping costs are non-refundable.


Depending on where you live, the time it may take for your returned product to reach us, or your exchanged product to reach you, may vary.


If you are shipping an item over $75, you should consider using a tracked shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.


Exchanges

If your return is approved for exchange, you can choose to exchange your item for goods, services or for a gift credit equal to the value of your return. Once the returned item is received, your exchanged item or a gift certificate will be mailed to you within ten days.


Refunds

If your return is approved for a refund, you can choose to receive this either as a gift credit, or as a credit applied to your credit card or original method of payment. Once the returned item is received, your refund will be processed or a gift certificate will be mailed to you within ten days.


Please note that in order to process your refund we may need to contact you for your credit card details as our secure website does not retain your card information after your transaction is complete.


Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@kianabeauty.com.au.



Allergies

In the unfortunate event of an allergy to one of our products, please email us at hello@kianabeauty.com.au. We may be able to offer you an exchange or refund, provided that less than 20% of the product has been used. In this case, we may pass on your details to the product manufacturer to allow them to monitor any quality or safety issues.


Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he or she will find out about your return.

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