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Returns

RETURNS POLICY - 60-DAYS

Can I return an item I purchased?

We are happy to offer a store credit, exchange, or refund on an item purchased from us - Contact us within 60 days of the date you placed your order to discuss further.

What about Faulty Items?

If the item you have received is faulty, please contact us with a detailed description of the product fault, and a photo if possible.

Change of heart

If you change your mind about an item you have purchased, we'll need to receive it back unused and unopened, in original packaging and free from any damage. If all conditions are met we are happy to offer an exchange, store credit or refund. However we may need to recover postage costs incurred by us on the original order, and can not cover further postage costs back and forth where required.

Incorrect Item/Damaged on Arrival

If you have received an item that arrived damaged or is not what you ordered, please take a photo and contact us within 7 days of delivery.

Please don't dispose of, open or use the item under any circumstances if you wish to return. Damaged or incorrect items can be returned for exchange or store credit only.

Allergy Return

In the rare and unfortunate case you've had an allergic reaction to a product, discontinue use of the product and please take a photo of the reaction to send to us. Items responsible for the allergic reaction must be returned to us and must be less than 20% used. Any returns due to allergic reaction may be returned for exchange or store credit only.

What about free gifts supplied with original order?

If a return is being processed for an exchange or a store credit you may keep your free goodies.

If a return is being processed for a refund any free gifts supplied must also be returned unused, unopened and undamaged in original packaging. If free gifts can't be returned in the required condition an exchange or store credit will be offered as an alternative to a refund. This rule is due to the fact that in most cases a refund will reduce the original spend below the required spend needed to earn the gift originally, effectively deeming the free gift invalid.

How the return process works

1. Get in touch with us

To request a return, please head to our contact page and describe the reason for your return and submit to us.

USE CONTACT FORM HERE

Please submit this form with as much relevant information regarding reasons and desired outcome for your return before sending your item back to us. Approval must be granted before any return is sent. Please read all information regarding returns before submitting return form.

2. Our team will contact you

One of our team members will contact you with information on returns approval and with instructions on how to send back.

3. Packing & Sending

So that it reaches us safely, pack up your item/s carefully. You can re-use your bubble wrap, if you still have it, or bubble wrap can be obtained at any post office.

Process your parcel with tracking to ensure the parcel is traceable by you, then send at any Australia post office or post box.

4. What next ?

Returns usually arrive to us within 7-14 business days, and can be longer from regional or remote areas. We will process your exchange, refund or store credit within 5 business days of the arrival of your return.

We'll be in touch as soon as your return is processed to advise you of the out come, and to discuss any thing further if need be.

Submit your returns request here

Frequent Q&A's

What if my return arrives at Tina Kay Skincare damaged, used, opened or not in original packaging?

In the case of returns presenting in the above condition, Tina Kay Skincare will contact you to discuss the situation and arrange to send back to you at your cost as the return can not be processed.

What if free gifts that are required to be included in the return are not returned or are damaged, used, opened or not in original packaging?

If any free gift supplied with the original order are not included when required to be returned in-conjunction with the return or are not in the above condition, we will contact you and offer 1 of 2 solutions.

1. The value of free items not returned will be deducted from the exchange value, store credit value or refund.

2. The return can not be processed and will be sent back to you at your cost.

Who pays postage for returns and exchanges back and forth?

If the reason for your return is due to incorrect item sent or faulty goods the postage costs will be covered by us.

If the reason for your return is for any other reason than above, including damaged during transit, it will be your responsibility to cover postage costs back and forth. In cases of damage during transit we will cover the cost of reposting the item once we receive the original damaged item back.

What if i did not pay postage or full postage on my original order? and I am requesting a full refund?

If your postage fee on the original order was covered in part or in full by us, the cost incurred by us may be deduced from the refundable amount especially if the whole order is to be returned and refund requested.
However if you're requesting a store credit or exchange we will NOT deduct postage costs incurred by us from your credit or exchange value.

Who is responsible for return post costs for due to allergic reaction?

We are happy to help out in the unfortunate and unforeseen event of allergic reaction by offering an alternative product or a store credit, however all postage cost required will not be our responsibility.

What if I have disposed of an item I wish to return, exchange or refund?

Unfortunately if we do not receive the item/s back we can not assist with refund, exchange or store credit under any circumstance. No action to process a refund, exchange or store credit will be offered by us until items are returned and approved by meeting all our terms and conditions.

What if I send back an item or order without contacting us and seeking our approval for processing?

If we receive back an item or order unannounced and not approved for either exchange, store credit or refund, we can not process the return and may contact you to arrange to have the item or order returned to you at your cost.

Return Address:

Tina Kay Skincare

18A, 121 Lawes Street

East Maitland NSW 2323

0408 881 659

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