All orders are sent exclusively with Australia Post, should you decide to change the delivery address during transit with the courier or authorise the courier to safe drop the order, Cosmetix will no longer accept any liability should the order get lost in transit.
Goods Returned to Sender (RTS)
In the event that an order that Cosmetix has sent out is returned to us due to
i. the address supplied is incorrect/incomplete (ie. not including your apartment number)
ii. it remained unclaimed at an Australia Post outlet for a period of 14 days
iii. customer refusing delivery of the order or is no longer known at the address supplied
iv. change of delivery address/redirect request during transit that was unable to be actioned by the courier
Australia Post will return the order to Cosmetix at an additional cost to Cosmetix. Cosmetix will deduct the RTS fee charged by Australia Post ($11.50) from the value of the goods with any balance to be refunded to the customer. If the original order qualified for free postage or a postage discount, a $19.95 fee will be deducted to cover the cost of the initial postage and the RTS fee. Cosmetix will not resend the parcel.
Incorrect/ incomplete address
If the order has already been dispatched from our facility to an incorrect address we were provided, Cosmetix will not be able to refund or resend the order. Cosmetix will deduct the RTS fee charged by Australia Post ($11.50). Should the customer reach an agreement with the courier to have the parcel redelivered/ redirected to another address, Cosmetix will not accept any responsibility should the parcel be lost in transit or misdirected by the courier.
Goods missing in transit
In the event that an order that Cosmetix has despatched is not received within the advised delivery period. Cosmetix requires the customer to contact us directly within 30 days from the date that the order was placed to bring this to our attention so we can follow it up with the courier. Enquires lodged outside of 30 days from the date the order was placed, will not be accepted.
Change of Mind Returns
If you received your order and you've changed your mind about something you've purchased, simply contact us within 30 days of receiving the item. Once we have received your returned item, it will be inspected and if the item is found to be in it's original, resaleable condition with all seals or tags intact, we will facilitate an agreed resolution.
Please Note:
i. Return postage for change of mind returns is paid by the customer
ii. We are unable to offer product exchanges for change of mind returns
iii. Products being returned must be in their original, resaleable condition with all seals or tags intact. The product must be unopened, unused/untested
iv. We do not accept responsibility for return items until they reach our warehouse, so we strongly recommend using tracking and/or insurance for the delivery
v. Fees may apply
Supply
If there is a supply issue with your order, Cosmetix requires the customer to notify us within a reasonable amount of time, so that we can work to appropriately resolve your issue.
Order Changes
Because of the way our system processes orders, orders cannot be changed online once placed. Cosmetix will not be able to make any changes are not responsible for any incorrect details provided.
Faulty goods
In the unlikely event that an item arrives and is faulty or damaged please contact us and provide a description of the issue/ fault and supporting detailed images to allow us to provide an exchange or refund. If damage has occurred due to misuse we reserve the right not to provide an exchange or refund.
Allergic Reaction
In the rare instance that you've had an allergic reaction to a product, please take a clear photo of the reaction and discontinue use immediately. Contact our customer service team who will assist you.
Returns for allergic reactions must be less than 20% used when the product is returned to us and the return postage cost is at the customers expense.
Last updated October 2024
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