Refund policy

Refund & Returns Policy for Oz Nails & Beauty Supply

Thank you for choosing Oz Nails and Beauty Supply!

We hope you love your purchase, but we understand that sometimes things don't go as planned. We are committed to providing excellent customer service and are happy to assist you with returns in accordance with this policy.

We encourage you to read the following conditions carefully.

Your Rights under the Australian Consumer Law (ACL)

Please note: Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. This policy provides benefits in addition to your statutory rights under the ACL.

1. General Returns & Refunds

Notification Window: To initiate a return or exchange for any reason (including change of mind or issues with the product), you must contact us within 7 calendar days of the date your order was delivered. Please inspect your products immediately upon delivery.

Return Window: Once your return request is approved, the item(s) must be shipped back and received by us within 30 calendar days of the original delivery date.

Proof of Purchase: All returns must be accompanied by a valid proof of purchase (e.g., order confirmation email or invoice included with your order).

Eligibility for Return

General Condition: To be eligible for a return, items must generally be in their original, unopened, unmarked, and sealed packaging, including any accessories, manuals, or bonus items, unless the item is faulty (see 'Faulty, Damaged, Missing or Incorrect Products' below).

Assessment: Returned items will be assessed upon receipt. For items returned unopened and in original condition within the specified timeframes, we may offer an exchange or refund to the original payment method (excluding original shipping costs), subject to the specific conditions outlined below.

Opened Items: We can only accept returns for items with broken seals or opened packaging if the item has a manufacturing defect, arrived damaged, or was incorrectly shipped by us, as per your rights under the ACL.

Items Generally Ineligible for Return (Unless Faulty)

The following items are generally not eligible for return or exchange due to change of mind or other reasons, unless they are faulty, not fit for purpose, or do not match the description, as required by the Australian Consumer Law:

  • Used products or items not in their original saleable condition (unless a fault is present).

  • Opened nail gels, polishes, liquids, or personal hygiene tools (due to hygiene reasons, unless faulty).

  • Personalised, custom-made, or altered products (unless faulty).

  • Items marked as "Clearance" or "Final Sale". Note: Your rights under the Australian Consumer Law still apply if these items are faulty.

Oz Nails & Beauty Supply reserves the right to refuse return requests if the product does not meet the above conditions.

Change of Mind Returns

If you change your mind about a product:

  • Contact us within 7 calendar days of delivery to request a return authorisation.

  • If the item meets the conditions below, we can offer store credit equal to the product's purchase price (excluding original shipping costs).

Conditions for Change of Mind Store Credit:

  • Contact initiated within 7 calendar days of delivery.

  • Valid proof of Purchase provided.

  • Item is in its original, unopened, unused, sealed, and saleable condition with all packaging and tags intact.

  • Item is not listed in the 'Items Generally Ineligible for Return' section above.

Return Shipping: Customers are responsible for all costs associated with returning items due to change of mind.

Excessive Returns: We reserve the right to refuse returns from individuals identified as having an unreasonable or excessive returning pattern.

2. Faulty, Damaged, Missing or Incorrect Products

Your rights regarding faulty, damaged, missing, or incorrect items are protected under the Australian Consumer Law.

Notification: If you receive an item that is faulty, damaged in transit, missing, or not what you ordered, please contact us as soon as possible, and within 7 calendar days of delivery. Provide your order number, photo/video evidence of the issue, and a photo of the invoice included with your order.

ACL Note: While prompt notification within 7 days helps us resolve issues quickly, your statutory rights under the ACL regarding faulty items may extend beyond this period if a fault becomes apparent later through normal use.

Return: Do not dispose of the item. We will provide instructions for returning it. Approved faulty/incorrect item returns must be received by us within 30 calendar days of the original delivery date.

Assessment & Remedy: Once received, we will assess the item. If confirmed faulty, damaged, or incorrect, we will offer a remedy in accordance with the ACL (e.g., replacement, full refund including reasonable return shipping costs, or repair).

Return Shipping Costs (Faulty Items): We will reimburse you for reasonable standard return shipping costs if the item is confirmed faulty, damaged, or incorrect upon assessment.

Not Found Faulty: If a returned item is tested and found not to be faulty or damaged as claimed, any initial return shipping costs covered by us may be deducted from any store credit offered, or a redelivery fee will apply, payable by you before the item is returned.

Damaged items upon transit: Here at Oz Nails & Beauty Supply, we ensure that our parcels are packaged with care and consideration. However, we are not liable for items damaged during transit. However, we would be happy to assist in replacing damaged items upon further assessment. 

3. Refund for Uncollected In-Store Pick Up Orders

This policy specifically applies to orders selected for in-store pick up that are not collected by the customer.

We will hold your order at our showroom Oz Nails & Beauty Supply (185-195 Ashley Street, Braybrook VIC 3019) for a maximum of 30 days from the date you receive your "Ready for Pick Up" confirmation email.

In exceptional circumstances, and only upon special request from the customer, we may extend this holding period, but not exceeding 90 days in total. Please contact us as early as possible to request an extension.

If your order is not collected within the specified holding period (30 days, or 90 days if extended), it will be considered unresolvable and will be restocked or disposed of according to Oz Nails & Beauty Supply's internal policy. In such cases, we will automatically process a refund as follows:

Option 1: Store Credit Refund (Preferred)

  • The refund will be processed as store credit into your Oz Nails & Beauty Supply account.

  • This option offers you the most benefit as it provides an exemption from the $10 restocking fee.

  • Store credit can be used for future purchases at Oz Nails & Beauty Supply.

Option 2: Refund to Original Payment Method (Upon Request)

  • If you prefer a refund to your original payment method, you must request this by contacting our customer support team via email or SMS.

  • The refund will be processed to your original payment method, with an applicable $10 restocking fee deducted from the refunded amount.

Change Fulfillment Method to Shipping

If you are unable to pick up your order, you may request to change your fulfillment method to shipping. This can be done by contacting us via email or SMS before the order's holding period expires.

  • You can choose to have the order shipped individually (shipping fees will apply based on our standard shipping rates).

  • Or combined with a new order (if applicable, with shipping fees calculated for the combined shipment).

  • For details on shipping fees and procedures, please refer to our Shipping & Delivery Policy 

For more details on our store pick-up policy

4. Refunds for Returned, Undeliverable, Lost, or Stolen Shipped Orders

This section details the refund policies and responsibilities for orders that have been shipped but could not be successfully delivered, were returned to us, were lost in transit, or were reported stolen after delivery.

Returned or Undeliverable Orders (Return-to-Sender - RTS)

Orders may be returned (Return-to-Sender - RTS) to Oz Nails & Beauty Supply if the recipient is unavailable, the address provided is incorrect/incomplete, or the recipient refuses the parcel. In these cases, Oz Nails & Beauty Supply will not be responsible for the original shipping cost.

  • Return-to-Sender (RTS) and Redelivery Fees: If a parcel is returned to Oz Nails & Beauty Supply due to customer error (e.g., incorrect address, recipient unavailable after multiple attempts, refusal to accept), you will be responsible for a Return-to-Sender (RTS) fee of $10 and a redelivery fee of $10. These fees may vary depending on the courier's policy at the time.

  • Refund Policy for Returned Orders (due to customer error):

    • For refunds to the original payment method: A $10 Return-to-Sender fee, a $10 restocking fee, and any waived shipping fees (if applicable) will be deducted from the total refund amount.

    • If you choose a refund in the form of store credit: You will be exempt from the $10 restocking fee, and we will cover the $10 Return-to-Sender fee. This store credit will be equivalent to the product value of your order, excluding the original shipping fee, and can be used for your next purchase.

Lost Orders (in transit)

If your order is confirmed lost by the shipping carrier during transit, please contact us immediately. We will work with the carrier to investigate.

  • Action for Lost Orders: Once the loss in transit is confirmed, we will arrange to reship the order to you.

Lost or Stolen Parcels (After Delivery)

Oz Nails & Beauty Supply is not responsible for parcels lost or stolen after the courier's tracking status confirms 'Delivered' successfully. However, we will assist you in filing a claim with the shipping carrier if there is evidence that the issue occurred during transit.

For more details on shipping terms and conditions (non-refund related), please refer to our Shipping & Delivery Policy.

5. Colour Discrepancies

Colours shown on our website are indicative. Variations may occur due to screen settings, lighting, or application methods. If you believe the colour received is significantly different from the description, please contact us within the 7-day notification period with photos for assessment under this policy or your ACL rights.

6. Return Process & Timelines

Initiate Contact: Email us at enquiry@oznailsbeautysupply.com.au or SMS 0449 787 907 within 7 calendar days of delivery. Include your order number, photo/video evidence of the issue, and a photo of the invoice included with your order.

Receive Instructions: We will respond with return instructions and address. A shipping label may be provided for eligible faulty item returns.

Ship Your Return: Send the item back promptly via a trackable service. It must be received by us within 30 calendar days of the original delivery date. We are not responsible for returns lost in transit.

Processing:

  • Inspection: Allow 1-3 business days after we receive the return.

  • Refund/Credit/Exchange: Processed within 3-5 business days following inspection approval. Refunds will be issued to the original payment method.

7. Contact Us!

If you wish to return your product or have further questions about our Returns Policy, please contact us:

📧 Email: enquiry@oznailsbeautysupply.com.au

📞 SMS: 0449 787 907

⏰ Business Hours:

  • Monday – Saturday: 9:00 AM – 5:30 PM

  • Sunday: 10:00 AM – 5:30 PM

    Our Address: 185-195 Ashley St, Braybrook VIC 3019

Disclaimer: This policy is subject to change without notice. Please refer to the policy available on our website at the time of your purchase.