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.

To start a return, you can contact us at jason@australianallnaturalskincare.com.au. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

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 jason@australianallnaturalskincare.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
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

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 jason@australianallnaturalskincare.com.au.

Your rights under Australian Consumer Law

Our goods 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

Change of mind

We accept change-of-mind returns within 30 days of delivery, provided the product is:

unopened, unused, and with any seals or shrink-wrap intact; and
in its original packaging and in resaleable condition.

For health and hygiene reasons, we cannot accept change-of-mind returns on skincare products once they have been opened or the seal has been broken. This restriction applies to change of mind only — it does not affect your rights where a product is faulty, unsafe, or not as described.

Return postage for change-of-mind returns is at the customer's cost. We recommend using a tracked service, as we cannot process a refund for a return we do not receive.

Faulty, damaged, incorrect or misdescribed products

If your order arrives damaged, is not what you ordered, or does not match its description, contact us within 7 days of delivery at jason@australianallnaturalskincare.com.au with your order number and photographs of the product and packaging.

Where a product is faulty or incorrect, we will cover return postage and provide a replacement or a full refund, at your election where the failure is major.

Adverse reactions

Our products are cosmetic preparations for external use. If you experience irritation or an adverse reaction, discontinue use immediately and seek medical advice if symptoms persist. Please also contact us — we take reaction reports seriously and will work with you on a resolution, including a refund of the affected product.

We recommend patch testing any new skincare product on a small area of skin before full use.

How to request a return

Email jason@australianallnaturalskincare.com.au with your order number and the reason for return.
We will respond within 2 business days with return instructions and a return address.
Please do not send products back before receiving return instructions.

Refund processing

Approved refunds are issued to the original payment method within 5–10 business days of us receiving and inspecting the returned goods. Your bank or card issuer may take additional time to post the funds.

Original shipping charges are refunded where the return relates to a faulty, incorrect or misdescribed product. They are not refunded for change-of-mind returns.

Australian All Natural Skincare Pty Ltd (ABN 50 617 559 850), trading as Q Cosmetics Australia
Suite 14 283 Glen Huntly Rd Elsternwick 3188
jason@australianallnaturalskincare.com.au