Refund And Exchange T&C
Refund / Exchange / Credit Policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, you must contact us first, if approved, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Approval is required PRIOR to sending products back. Failure to do so will result in the products being returned to you at your cost. Further Terms and conditions apply to orders where store credits are earned and redeemed on a subsequent order. SEE HERE
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.
We do not refund for change of mind, exchange or credit ONLY.
Original Delivery Costs - When Free delivery was given on original order in the case of returns. We do not cover the cost of delivery ( when we offered free delivery ) for the original order sent to you in the case of any return for any reason other than wrong product or faulty products sent. If you return or exchange any item your refund or credit for exchange or credit on rewards account will be for the full amount paid minus the cost of delivery to you for the original order delivery. Free delivery offers are only valid for orders that are kept by you and not returned.
Note: Exception to this is faulty product or wrong item sent.
If multiple orders are placed in close proximity we reserve the right to send all orders together in one package, regardless of wether postage has been paid for or not.
If in the unfortunate event that you should have an adverse reaction to one of our products please email us the details of your experience and send photos. We will offer a credit or exchange in the case of an adverse reaction although we do not offer refunds. When returning your product please inclose full order details, receipt of purchase and full description of the reaction you experienced.
Refunds (if applicable)
Once your return is received and inspected we will notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Cost of Any Returns
Any products damaged in transit is not the responsibility of Tina Kay Skincare, it is the responsibility of Australia Post.
The cost of any returns is the customer's responsibility unless a product is deemed faulty upon return and is proved it is faulty by Tina Kay Skincare. For faulty or if an incorrect product is sent, if you want to be reimbursed for the cost of postage, you need to enclose the postage receipt in the satchel.
Wrong product selected including colour shade with makeup are not exchangeable or refundable. Please select carefully. Note:
Colour Swatches & Shade Comparison Recommendations are an indication only and are not exact shade of the actual product so may not be true to colour. It is difficult for suppliers to replicate the exact shade of makeup in an image and images can vary depending on the device used to view and the quality of pixels.
If a customer is unsure of what colour shade is best, it is in their best interest to find the nearest Clinic stockist to have a colour match. We cannot refund any product should it happen not be the the right shade, However we are happy to exchange under our exchange Terms & Conditions provided the customer is responsible for postage costs. Tina Kay Skincare is not responsible for the variations in colour swatches and shade recommendation that may occur in goods these are provided to us by the manufacture of the goods and are not set by Tina Kay skincare. By ordering any goods that are available in a shade or colour variant the customer agrees to the terms and conditions should an exchange be necessary.
Late or missing refunds (if applicable)
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 firstname.lastname@example.org.
Exchanges (if applicable)
If you need an exchange, send us an email at email@example.com and once your exchange is approved, send your item to:18A, 121 Lawes Street East Maitland NSW 2323 Australia. Please include a detailed note with your details and reason for return.
If a product is faulty/damaged we need the product sent back to us and if deemed faulty/damaged we will process an exchange. We operate the same as a retail store. No returned product, no exchange.
We strongly encourage sending all returns to us with a tracking number as we can not refund/exchange for a product that does not arrive and can not be tracked. We can not accept any responsibility for parcels that are returned to us without tracking and get lost in transit.
Tina Kay Skincare is not responsible for the cost of Delivery/Shipping for refunds or exchanges with exception to the case of wrong item received or Faulty goods.
Hair appliances and electricals will only be accepted as a return if the product has not been opened, used and is in original packaging.
If your hair appliance is faulty and within the warranty period, this can be returned to us for testing, If this is not deemed faulty by our suppliers, this will need to be returned back to you, with an extra shipping charge of $8.95 that needs to be paid before this is returned to you.
Silk Wig/Hair Extension Pieces Returns Policy
At Silk Oil of Morocco we take pride in our Quality Assurance. Each Silk Wig/Hair Extension Piece purchased by you is individually Hand Picked, QA Inspected, Photographed and documented before despatch.
1. Silk Wig/Hair Extension Pieces are a hygienic product and Silk Oil of Morocco take matters of hygiene and public safety seriously. Therefore Silk Oil of Morocco does not offer refunds or exchanges if you change your mind or feel the colour/style does not suit you.
2. Refunds will only be honoured if a Silk Wig/Hair Extension Piece is deemed faulty under inspection from our product department. (Please note: hair shedding may occur and this is NOT deemed a fault; this is the normal nature of the Silk Wig/Hair Extension Piece.)
3. If you feel that there is a valid fault involving your Silk Wig/Hair Extension Piece, you must comply with the following conditions;
a) You must contact Tina Kay Skincare Head Office Customer Service Team within 24 hours of receiving your product and follow the below returns procedure. b) The Silk Wig/Hair Extension Piece must be returned in original condition (with all original packaging), unworn, uncut or altered in anyway. Please take care when trying on your Silk Wig/Hair Extension Piece, as we do not accept returned product that have had the lace cut or been worn (due to hygiene reasons).
Returns that do not meet our policy will NOT be accepted and will be sent back to the customer.
Returns Procedure: If you believe that your product is faulty, please email firstname.lastname@example.org with a detailed description of the fault, photographic evidence and your original order details. If your Silk Wig/Hair Extension Piece is faulty, a customer service member will advise you how to return the Silk Wig/Hair Extension Piece. Refunds will only be issued if a Silk Wig/Hair Extension Piece is deemed faulty, once Head Office have received and examined the product returned. How do I receive my refund? Your refund will be processed in the same way that you paid for your purchase. For example, if you paid by credit card, the same credit card will be refunded. You may also choose to be refunded by voucher, which allows you to use your refund to help purchase other items.
Store Credits / Gift Cards
Gift cards or store credit may be issued via email depending on customer spend or other rules.
Free Gift cards issued that are not purchased are to be used instead of discount code. Both are not valid within one transaction.
Refunds are not valid on item purchased with store credit.
If a FREE or store credit used as well as a discount code in the same transaction, Tina Kay Skincare reserves the right to cancel order.
FREE issued gift cards or store credits given as rewards can be refused validation post sale if it is seen that customer completes multiple orders using multiple gift cards within a short period of Time, paying little to no money for goods. This is left to the discretion of Tina Kay Skincare. Refunds are not valid on purchases where store credits have been redeemed or have been earned and spent on a subsequent order.
Gift cards are to be used instead of other codes at checkout. Using more than 1 discount and or store credit at checkout may result in a customer's order being cancelled.
In the event of any glitch in system where multiple store credits are issued or multiple gifts card are issue via email to anyone customer within a short period of Time, Tina Kay Skincare reserves the right to invalidate store credit or gift card that were not purchase but given free at anytime without notice.
In the event of a glitch in gift card / store credit app sending multiple credits / gift cards to any one customer and customer completes multiple orders within a short time to redeem all credit cards that were given by our system free, Hence paying little or no monetary value, Tina Kay Skincare reserves the right to cancel such orders at any time without notice and or reduce store credit totals and balance for any customer at Anytime.
We love to give great value to customers but if any free gift, discount, credit, Free gift cards are seen to be taken advantage of or abused, Tina Kay Skincare reserves the right to cancel any order at any time, deeming discount, free gift card, free store credit, free gifts invalid.
The above terms and conditions are at the complete discretion of Tina Kay Skincare.
Tina Kay Skincare reserves the right to refuse the supply of goods.