How to Start a Return Application
To initiate a Return Application, please contact our Customer Care staff at BeautyWorks within 14 days of the purchase date. Simply email us at customer.service@beautyworks.com.au and outline your claim for a return subject to the above-mentioned conditions. Make sure you have included your Order/Receipt Number or your customer details if you are a VIP Member as this will be handy for our team can validate your purchase. Please help us by adding photographs, video and a description to your Returns Application
Return Applications have a review process and some applications may take longer to be resolved. Once we receive your application, you will be contacted to communicate whether you have a legitimate claim. The Customer Care team will outline the reasons for their decision and provide appropriate progress updates of your application until the case is closed. We will endeavour to provide you with a quick outcome taking in account the Australian Consumer Laws that assist in this process.
1. Please read our Returns Policy
In many instances, you will not be able to return the item because it has been opened or used or time has passed since you purchased it. The details of our Returns Policy is found below.
2. Contact us
If you would like to return a product, you must first contact our Customer Service Team at email customer.service@beautyworks.com.au and advise us why you want to return an item to us.
To be able to return or exchange a product, you must provide us with a receipt or online order number, photos of the product with a detailed description of the issues and reason for the return as this makes the process much easier and faster for you!
Important: Products purchased online cannot be returned in-store. To initiate a return for a product purchased online, please email customer.service@beautyworks.com.au
3. Returning in-store purchases
If you've purchase your product in-store, first check that you meet the below return conditions.
4. Returning online purchases via post
1. Check that you meet the return conditions listed in our Returns Policy below.
2. Find your order/receipt number.
3. Please contact our Customer Care Team at customer.service@beautyworks.com.au to initiate your Return.
4. Once approved, we'll generate your return label and email it to you.
5. Print your Australia Post return label.
6. Organise your return. Package your items securely and attach the return label emailed to you.
7. Drop off your return at any Australia Post outlet.
5. What happens next?
When we receive your package, we will check to verify if your claim has merit to be returned. We will get in contact with you as soon as we can, but it could take up to 3 to 5 business days for metro areas and even longer for regional and/or remote areas for us to get it once you have posted it.
6. When will my return be processed?
We will be in contact with you via email as soon as your returned parcel is received back at our warehouse. Once your parcel is received at our warehouse, it will be processed within 24hrs of being delivered to us.
7. Will I receive a Refund or a Credit on my Account?
– To receive a Refund: the product returned must be in a new, unused and resaleable condition.
– To receive an Exchange or store credit: the product returned can be lightly used, opened or unwrapped. This also includes Change of Mind Returns.
If the Customer Care team determine that your Return is acceptable and the product is not damaged or opened or tampered with – the price that you paid for the product will be refunded to you using the same payment method that you made when you purchased it. Please note that any shipping, discount coupons or discounts applied at the cart will not be reimbursed. If there are discounts that have been applied to multiple products in the purchase, a pro-rata discount will not be refunded.
Once your refund has been processed you will receive an email confirmation.
Please allow time for the funds to reach your account.
If you do not receive these funds, please contact us so that we can contact the payment platform provider as sometimes they require up to 10 days to process a refund.
Returns Policy
1. Introduction
In some instances, you may have purchased from BeautyWorks either online or in-store that you wish to return. We will consider the following instances where this may be considered appropriate:
- The product is "not fit for purpose” (as per the guidelines of the ACCC).
- The product is faulty or damaged on arrival.
- The product received was different to what was ordered.
- The product created a skin reaction or irritation.
- The product is an Electrical Appliance, and it needs to be repaired or replaced under the Manufacturer’s Warranty Policy.
Please note:
For health and safety or hygienic reasons the following products cannot be returned:
– Aerosol products are non-returnable via post and must be returned to a store
– Hair brushes and hair accessories
– Hair Colour
We aim to resolve return application requests as soon as possible.
2. Return Acceptance Requirements
If Customer Care determines that the product should be replaced or repaired, the following is required to be authorised:
- The Returned product needs to be unopened, unused and in its original packaging.
- If the Returned product will be inspected by the Customer Care team for this compliance.
- If it is not in this condition, you will be denied a refund and the product will be returned back to you.
- You maybe required to pick this up at the store or charged for shipping back to you.
- Do not use or dispose of the product until you have contacted our Customer Service Team and received a response
- Customer Care will inspect the returned product and if it is found not be as described by you may use its discretion to deny the refund.
- Customer Care repair or replace the product at its discretion instead of a refund.
3. Change of Mind Return
Consumers are not entitled to a repair, replacement or refund under the Australian Consumer Laws if they got what they asked for but simply "changed their mind", "found a cheaper product", or decided "they didn't like the purchase" or "had no use for it" following the purchase.
We do not accept a "Change of Mind" as a legitimate reason to return the product. We endeavour to make sure that the product is sold as described and you have purchased the product under your free will at the time of purchase.
4. Acceptable Returns
4A. Faulty or Leaking/Damaged Product
If you have received a faulty or leaking/damaged product, please contact our Customer Service Team within 7 days with photos of the issue and proof that it has leaked into the packaging or shipping box. Commence your return application, your receipt and photos and a detailed description so we can resolve the issue as soon as possible.
Please note: Do not dispose of the product until you have contacted our Customer Service Team, you have received a response, and you have followed the instructions issued to you as you will not be eligible for a refund, repair or replacement if you haven’t followed these steps.
For any faulty goods we may need to contact our suppliers and follow their specific Returns Policy process, so it is possible your Return might take longer than expected.
4B. Incorrect or Missing Item
If you are missing an item or have received the wrong product, please take a photo of the incorrect product and a link, screenshot or order confirmation receipt of the correct product or description that you’ve ordered and send these to our Customer Service Team at customer.service@beautyworks.com.au within 14 days of delivery.
4C. Electrical Appliance Returns
For all Hair Appliance and Electrical item Returns, we recommend that you contact the manufacturer directly for faster support as all electrical appliances are genuinely supported by the manufacturer under their comprehensive warranty.
Before returning a Hair Appliance or Electrical item, please speak to our Customer Service Team 1300 3663 81 (option 1) or email customer.service@beautyworks.com.au to provide you with the contact details of the appropriate brand supplier.
In general, all hair appliances and electricals will only be accepted as a return if the product has not been used and is in its original packaging.
If your hair appliance is faulty and within the warranty period, this can be returned to us for testing. If our suppliers do not deem your product faulty, it will be returned to you with an extra shipping charge to be paid before the product is sent back to you.
4D. Skin Reactions and Allergy Issues
If you happen to have a reaction to one of the products, discontinue the use of the product immediately and please contact our Customer Service Team with photos and a description of the issue.
Please understand, for any reactions or allergy issues, we will need to contact our suppliers and follow a specific procedure, so it is possible your Return may take longer than 2 weeks while the supplier investigates the issue. We will aim to resolve the issue as soon as possible.
Special consideration is taken in regard to Return Application that has caused an allergic reaction to the product. If you have a bad or unusual skin reaction, an unusual body reaction, difficulty in breathing or anything that is not normal after using the product, immediately call 000 Emergency and ask for an Ambulance. The 000 Emergency team is a free public service. They will ask you specific questions to help diagnose the issue and determine the best course of action.
If the item is considered to be faulty, this product may need to be assessed by the supplier or the manufacturer of this product. This may lead to a longer than normal period to respond to your Return Application.
5. Successful Return Application
Subject to the discretion of Customer Care, your Return Application will have deemed to have met all the terms and conditions mentioned above and you will be notified that your return application is successful. In this instance, you may be issued with a choice for a direct replacement product, a product repair, an equivalent product, a refund or a digital voucher of the same value or value difference. In some instances, Customer Care may not be able to offer this choice and simply offer a return.
If a refund return is approved, the refund must be made to the same payment method that was used when purchasing the product as this is performed by the banking institution not by us.
