Return & Refund Policy

Collateral Beauty By Jade

Australian Consumer Law

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 they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your rights under Australian Consumer Law.

Change of Mind Returns

Due to the hygienic nature of beauty, skincare and personal‑care products, we do not accept change‑of‑mind returns on any opened or used items.

We may accept returns for change of mind under the following conditions:

• The item is unused, unopened and in its original packaging.

• The return request is submitted within 14 days of delivery.

• Proof of purchase is provided.

Change‑of‑mind returns are assessed on a case‑by‑case basis and are not guaranteed.

Non‑Returnable Items

For health and safety reasons, the following items cannot be returned:

• Opened or used beauty products

• Skincare, cosmetics or personal‑care items that have been unsealed

• Sale items or promotional bundles

• Gift cards

Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery with your order number and clear photos of the issue.

Where a product is confirmed to be faulty or not as described, we will provide a remedy in line with Australian Consumer Law. This may include a repair, replacement or refund depending on the nature of the issue.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

Approved refunds will be processed to your original payment method. Processing times may vary depending on your bank or payment provider. Shipping fees are non‑refundable unless the return is due to our error or a consumer guarantee issue.

Return Shipping

For change‑of‑mind returns, customers are responsible for return shipping costs. For faulty, damaged or incorrect items, we will cover return shipping or provide a prepaid return label.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

Exchanges

We only offer exchanges for faulty or damaged items where appropriate under Australian Consumer Law. For all other cases, a new order will need to be placed.

Contact Us

For return enquiries or support, please contact us at: collateralbeautybyjade@outlook.com