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 90 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 within 90 days of receiving the product with a detailed description of the product fault, and a photo if possible.
Change of heart?
Returns aren't permitted/approved for products that have been opened/used if you have a change of heart.
However, if the product is unopened and unused then an exchange or store credit may be considered if the return meets all return criteria.
Incorrect Item/Damaged on Arrival
Allergy Return
What about free gifts supplied with original order?
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.
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.
How the return process works:
1. Get in touch with us
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 hereWhat 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?
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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