Returns & Refunds
At Alarna Make up Solutions, we strive to provide you with high-quality make up tools and exceptional customer service. We understand that sometimes returns or refunds may be necessary. This Returns and Refunds Policy outlines your rights and obligations under the Australian Consumer Law.
Why didn’t I receive an order confirmation email after purchasing with Afterpay?
If you’ve received a confirmation email from Afterpay but not from us, it’s likely that the payment was ‘uncaptured’ and didn’t go through. This means that no funds were transferred to us, and as a result, no order was placed.
Rest assured, 100% of the time, Afterpay will automatically cancel the payment plan within 24 hours, and no money will be taken from your account.
This issue often arises when using a browser in ‘private’ or ‘incognito’ mode, or with certain browsers. Switching out of private mode or trying a different browser typically resolves the problem.
While this is a third-party issue, we wanted to make you aware of it to help prevent any confusion or inconvenience.
Consumer Guarantees: 1.1 Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund if the product is faulty. 1.2 Please note that the Australian Consumer Law does not require a retailer to provide a refund or exchange if you change your mind or make a wrong selection.
Return Eligibility: 2.1 To be eligible for a return or refund, please ensure that: a) The item is in its original condition, unopened, unused, and with all original packaging intact. b) The return request is made within 7 days after receiving the product. c) Proof of purchase, such as an order confirmation or receipt, is provided.
How to Initiate a Return: 3.1 To initiate a return, please follow these steps: a) Contact our customer support team via info@alarna.au to notify them of your intention to return the product. b) Provide details of your order and the reason for the return. c) Await instructions from our customer support team regarding the return process, including any necessary documentation or shipping labels.
Return Shipping: 4.1 Unless the product is deemed to be faulty or not as described, the cost of return shipping will be the responsibility of the customer. 4.2 We recommend using a trackable shipping method to ensure that the returned item reaches us safely. Alarna Make up Solutions will not be held liable for any items lost or damaged during the return shipping process.
Assessment and Refund Process: 5.1 Once we receive the returned item, our team will inspect it to ensure it meets the eligibility criteria outlined in section 2. 5.2 If the return is approved, we will initiate the refund process within a reasonable timeframe. 5.3 Refunds will be issued using the original payment method used for the purchase. 5.4 Please note that it may take several business days for the refund to appear in your account, depending on your financial institution.
Exchanges: 6.1 If you wish to exchange a product for a different item, please follow the return process outlined in section 3 and place a new order for the desired item separately.
Non-Returnable Items: 7.1 For reasons of hygiene and safety, certain items cannot be returned if they have been opened or used, unless they are deemed faulty or not as described. These items include but are not limited to: a) Makeup and cosmetic products with broken seals or tampered packaging. b) Personal care items such as brushes, sponges, or applicators.
Faulty or Damaged Items: 8.1 If you receive a faulty or damaged item, please contact our customer support team immediately. We may request photos or further information to assess the issue. 8.2 Depending on the circumstances, we will offer a replacement, repair, or refund in accordance with your consumer rights under the Australian Consumer Law.
Lost Shipping: Once an order has been dispatched and is in the hands of Australia Post, we are no longer responsible for the package. Please ensure you have a secure place to leave the parcel if you are not home. Once a delivery is marked as delivered by the carrier, it is considered completed, and we rely on their confirmation. No refunds or replacements will be issued for items marked as delivered. Thank you for understanding.
Contact Us on info@alarna.au