Refund policy

Last updated: 15 October 2026

Change-of-mind returns — 7 days

Change-of-mind returns are accepted only where the conditions below are met:

• Request the return within 7 days of delivery by emailing info@herplacecosmetics.com.au with your order number, the items concerned and your reason for returning them.
• Obtain written approval and return instructions before posting the goods. Approval to send an item back is not final approval of a refund; the returned goods must pass inspection.
• Items must be unopened, unused, untested and in their original, undamaged packaging, with all original seals, labels and accessories intact. They must be suitable for resale.
• Dispatch an approved change-of-mind return within 7 days of receiving approval, securely packed, using a tracked service. Retain proof of lodgement.

Opened, used, tested, tampered-with or incomplete beauty products are not accepted for change of mind. Sale items and gift cards are also excluded from change-of-mind returns. Requests outside the stated window or returns that fail these conditions may be declined.

You pay return postage for change of mind. Original delivery charges are not refundable for change of mind. A parcel sent back without prior approval does not establish eligibility for a change-of-mind refund.

The 7-day window applies to orders placed after this update. Any longer change-of-mind period offered when an earlier order was placed will still be honoured. These change-of-mind conditions and exclusions do not apply to a claim under consumer guarantees.

Damaged, faulty, incorrect or missing items

Inspect your order on delivery and report any issue promptly. Email info@herplacecosmetics.com.au, preferably within 48 hours, with:

• Your order number or other proof of purchase.
• The affected product names, quantities and a clear description of the issue.
• Available photographs showing the affected goods, shipping label, outer parcel and internal protective packaging.

Retain the goods and packaging where safe to do so. Do not use broken or leaking products. Do not post broken glass, leaking liquids, aerosols or other restricted goods without our instructions.

The 48-hour reporting request helps preserve evidence for transit claims. It is not a statutory claim deadline. Original packaging and photographs are useful evidence but are not mandatory conditions of your legal rights; other reasonable evidence will be considered.

Transit damage and assessment

A refund or replacement is not automatic on notification of a claim. We may reasonably assess the goods and supporting evidence, request relevant additional information or arrange a return or inspection before determining the appropriate remedy. Please follow our assessment and safe-return instructions.

Claims are assessed against the actual condition of the goods and applicable consumer guarantees. Damage to an outer shipping carton alone does not establish entitlement to a product refund or a refund of the whole order. Product safety, appearance, protective packaging and intended use will be considered.

Damage caused by customer misuse, incorrect storage or accidental damage after delivery is not covered by consumer guarantees. This does not exclude a fault or transit damage that becomes apparent after delivery.

We may investigate transit damage with Australia Post or another carrier and request reasonable assistance with a damage report. Any remedy due under consumer law will be provided within a reasonable time, independently of the outcome of a carrier compensation claim.

Return costs and refunds

Contact us for return instructions and the correct return address. Where a fault, transit damage or supply error is confirmed, we will arrange or reimburse reasonable return costs. Keep postage receipts. Change-of-mind return costs remain your responsibility.

Approved refunds are processed to the original payment method unless otherwise agreed. Store credit is available by agreement and will not replace a refund to which you are legally entitled. We aim to process approved refunds within 10 business days; your payment provider may take additional time to display the payment. Any statutory remedy must still be provided within a reasonable time.

Consumer guarantees

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 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.

Nothing in this policy excludes, restricts or modifies rights or remedies under applicable consumer law, including mandatory rights of international customers. The 7-day limit, hygiene requirements and sale-item exclusions apply to change of mind only.