Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Self service returns can be managed within your customer account here.
To start a return, you can contact us at support@cuhairskin.com.au. Please note that returns will need to be sent to the following address: 31/2 Stockton Bend, Cockburn Central, WA 6164.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@cuhairskin.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Due to hygiene and safety reasons, cosmetic and personal care products cannot be returned if they have been opened, used, or tampered with, except where the product is faulty, damaged, or not as described.
We do not accept returns for:
- Change of mind
- Opened or used cosmetic products
- Sale items
- Gift cards
- Custom or personalised products
If you are unsure whether your item is eligible for a return, please contact us before requesting a return.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@cuhairskin.com.au.
Refund Method
Refunds will only be issued to the original payment method used for the purchase. We do not offer refunds to alternative payment methods.
Shipping costs are non-refundable unless required under Australian Consumer Law.
Return Shipping
If you are returning an item due to change of mind, you are responsible for the return shipping costs. Original shipping costs are non-refundable.
If the item is faulty, damaged, or incorrect, we will cover the return shipping costs.
We recommend using a tracked shipping service, as we are not responsible for returns lost in transit.
International Returns
For international orders, customers are responsible for return shipping costs, customs fees, import duties, and any associated charges for returned packages.
We are not responsible for items lost during international return shipping.
Lost or Undelivered Packages
If a package is lost in transit, please contact us so we can assist in lodging an investigation with the shipping carrier. We are not responsible for incorrect shipping addresses provided by the customer.
If a package is returned to us due to an incorrect address or failure to collect the parcel, additional shipping charges may apply to resend the order.
No Change of Mind Returns
We do not offer returns or refunds for change of mind. Please choose carefully before making a purchase.
We only offer refunds, replacements, or returns where products are faulty, damaged, incorrect, or where required under Australian Consumer Law.