Refund policy
1. About This Policy
This Return & Refund Policy explains the conditions under which products purchased from Monecious Hair Skin Health (Monecious, we, us or our) may be returned, exchanged or refunded.
It applies to purchases made through monecious.com.au and directly from our Belmont salon.
As many of our products are skincare, cosmetics, haircare, supplements and other personal-care products, we take hygiene, product safety and product integrity seriously. Our change-of-mind return conditions are designed to protect the quality and safety of products supplied to all customers.
This policy operates alongside the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
2. Change-of-Mind Returns
We accept change-of-mind return requests made within 30 days after delivery or collection, provided all the following conditions are met:
- The product is unused, unopened and unaltered.
- All hygiene and tamper-evident seals remain intact.
- The original packaging is undamaged and in resalable condition.
- All product components, accessories and promotional items supplied with the product are included.
- Proof of purchase is provided.
Customers must contact us for approval before returning a product. Once a return is approved, the product must be returned within the timeframe and according to the instructions provided by our team.
We reserve the right to decline a change-of-mind return if the product does not meet these conditions, including where it arrives opened, used, damaged, incomplete or otherwise unsuitable for resale.
Change-of-mind returns are offered under this policy and are not a general right to return products simply because they are no longer wanted.
3. Products Excluded from Change-of-Mind Returns
For hygiene, safety and product-integrity reasons, we do not accept change-of-mind returns for skincare, cosmetics, makeup, haircare, supplements or other beauty and personal-care products that have been opened, used, altered or had their hygiene or tamper-evident seal broken.
We also exclude the following from change-of-mind returns:
- Gift cards.
- Personalised or specially ordered products.
- Free gifts and samples supplied with an order.
- Products clearly marked Final Sale or Clearance.
Products that cannot be safely or lawfully returned by post must not be sent until we have provided specific instructions.
These exclusions apply to change-of-mind returns only. They do not remove any rights or remedies available under the Australian Consumer Law for products that are faulty, unsafe, damaged, incorrectly supplied or misdescribed, or otherwise fail to meet a consumer guarantee.
4. Faulty, Damaged, Unsafe or Incorrectly Supplied Products
Please inspect your order upon arrival. If a product is damaged in transit, missing, incorrect, faulty, unsafe or significantly different from its description, contact us as soon as reasonably possible.
Where continued use may be unsafe, stop using the product immediately.
To help us resolve delivery damage, missing items or incorrect items promptly, we ask that you contact us within 7 days of delivery where possible. This is a requested reporting timeframe only and does not limit your rights under the Australian Consumer Law.
We may ask for:
- Your order number and proof of purchase.
- Photographs showing the product and any damage, where relevant.
- The product's batch number or expiry information, where available.
- A description of the issue and when it occurred.
We may reasonably assess the product and investigate the issue before determining the appropriate remedy. Original packaging is not required to exercise rights relating to a faulty product, although retaining it may help us investigate damage in transit.
Where a product fails to meet a consumer guarantee, we will provide the remedy required by the Australian Consumer Law.
For a major failure, you may choose a refund or replacement, or retain the product and seek compensation for any reduction in value. For a minor failure, we may choose an appropriate remedy, such as repair, replacement or refund, as permitted by law. You may also be entitled to compensation for reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee.
Sale and clearance products remain covered by applicable consumer guarantees.
Where a return is required for an accepted consumer-guarantee claim, we will arrange a prepaid return label or reimburse reasonable return-postage costs, as appropriate.
5. Reactions and Sensitivities
If you experience a suspected allergic reaction, irritation or sensitivity after using a product, stop using it immediately. Seek appropriate medical assistance if the reaction is serious or your symptoms are concerning.
Please contact us as soon as possible, preferably within 14 days of first use, so we can assess the circumstances. This requested timeframe does not limit any rights you may have under the Australian Consumer Law.
Where relevant, please provide:
- Your order number or proof of purchase.
- The product name and batch or expiry information, where available.
- Photographs of the product and reaction, where appropriate.
- Details of how the product was used.
- A brief description of the reaction and when it occurred.
Please retain the product and packaging until we have responded, provided it is safe to do so. Do not continue using a product that you suspect has caused an adverse reaction.
A reaction or sensitivity does not automatically establish that a product is faulty. We will assess the circumstances and may consult the supplier or manufacturer where appropriate.
If the product fails to meet a consumer guarantee, we will provide the remedy required by law. Where it does not, any refund, replacement, exchange or store credit will be considered under an applicable brand guarantee or at our discretion.
6. How to Request a Return
Before sending or delivering a product back, contact us using either of the following:
Email: monecioushairskinhealth@gmail.com
Phone or message: 0409 704 900
Please include your name, order number or proof of purchase, the product you wish to return, and the reason for the request. For faulty, damaged, incorrect or reaction-related claims, please also provide the relevant information outlined in Sections 4 and 5.
If your return is approved, we will provide a return authorisation and instructions for returning the product by post or, where agreed, in person at our Belmont salon.
Products sent without prior authorisation may be delayed or returned to the sender. However, this administrative requirement does not limit any rights or remedies you have under the Australian Consumer Law.
Please do not send a product directly to a manufacturer unless we instruct you to do so.
7. Return Postage and Original Delivery Charges
Change-of-mind returns
For an approved change-of-mind return, the customer is responsible for all return-postage costs. We recommend using a tracked postal service and packaging the product securely.
For change-of-mind returns, the customer remains responsible for the product until it reaches us, subject to any rights they may have under applicable law.
Original delivery charges are not refundable for change-of-mind returns.
Faulty, damaged or incorrectly supplied products
Where a product is confirmed to be faulty, damaged in transit, incorrectly supplied or otherwise eligible for a remedy under the Australian Consumer Law, we will arrange a prepaid return label or reimburse reasonable return-postage costs where a return is required.
Please contact us and wait for our return instructions before posting the product.
8. Exchanges
We do not process direct exchanges by post.
If you wish to obtain a different product, size, colour or shade, you may request an eligible change-of-mind return and place a new order once your return is approved. Any price difference and delivery charges for the new order will apply.
An in-salon exchange may be offered by agreement where the product meets our change-of-mind return conditions.
These exchange arrangements do not restrict your rights to a remedy under the Australian Consumer Law.
9. Refunds
We will notify you after we receive and inspect your returned product.
For approved change-of-mind returns, any refund will be issued to the original payment method within 10 business days after inspection and approval. Your bank, card provider or payment service may require additional time to make the funds available.
For an approved change-of-mind return, the refund covers the purchase price of the returned product only, excluding original delivery charges.
For remedies required under the Australian Consumer Law, we will provide the applicable refund, replacement, compensation or other remedy in accordance with your legal rights. Our standard refund processing timeframe does not limit these rights.
If more than 15 business days have passed since we confirmed that your discretionary change-of-mind refund was approved, please contact us so we can investigate.
10. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
A customer is not automatically entitled to a refund or replacement merely because they changed their mind, found the product cheaper elsewhere, no longer want the product or caused the problem through misuse.
However, where we offer a change-of-mind return under this policy, we will honour the stated conditions.
Where a product fails to meet a consumer guarantee, the customer's rights and our obligations will be determined in accordance with the Australian Consumer Law, regardless of whether the product was purchased at full price, on sale or through a promotional offer.
11. Contact Us
If you have questions about this policy or need assistance with a return, please contact us.
Monecious Hair Skin Health
Email: monecioushairskinhealth@gmail.com
Phone or message: 0409 704 900
Return address: 114b Mt Pleasant Road, Belmont VIC 3216
We appreciate your understanding and support. Our aim is to maintain the quality and integrity of the products we supply while treating every customer fairly and in accordance with Australian consumer law.