Returns & Refunds

Your rights come first

Under the Australian Consumer Law, our products come with guarantees that cannot be excluded. If an item is faulty, not as described, or does not do what it should, you are entitled to a repair, replacement or refund. These rights apply no matter what the rest of this policy says.

How to start a return

Starting a return takes two steps.

First, contact the brand that shipped your item. The brand manages the return and will confirm the return address and the next steps. You will find its returns details in your order confirmation, in your dispatch email and on the packing slip inside your parcel.

Second, email us at hello@beauticate.com with your order number and what you are returning, so we can log it and take care of your refund once the brand has approved the return.

Please do not post anything back before the brand has approved your return, as items sent without a request may not be accepted.

Faulty, damaged or incorrect items

Please check your order when it arrives. If anything is faulty, damaged or not what you ordered, contact the brand that shipped it as soon as you can, ideally within 7 days of delivery, and email us at hello@beauticate.com so we have a record. The brand will arrange a repair, replacement or refund and cover the cost of return postage.

Changed your mind

It happens. Because each item ships from the brand, the brand sets and manages its own change-of-mind policy. That covers whether a change-of-mind return is accepted, how long you have to request one, and who pays return postage. Contact the brand to check what is possible for your item, then follow the two steps above to start the return. To be eligible, it must be unused, unopened and in its original condition and packaging.

Items we cannot accept for change of mind

For health and hygiene reasons, brands cannot accept change-of-mind returns on opened or used beauty, skincare, makeup, haircare or fragrance, or on consumables like supplements, food or drink, or on gift cards. This does not affect your rights if an item is faulty or not as described.

Refunds

Once the brand has approved your return, we process your refund back to your original payment method. Refunds usually take 5 to 10 business days to appear, depending on your bank or card provider. This is why we ask you to email us when you start a return, so we can take care of it promptly.

Exchanges

The quickest way to get what you want is to return the original item to the brand, and once your return is approved, place a new order for the one you would prefer.

Your consumer rights

Your purchase is made from Beauticate, so your consumer guarantees under the Australian Consumer Law always apply, even though the brand handles the return. In the rare case that you cannot resolve a faulty, damaged or incorrect item with the brand, email us at hello@beauticate.com and we will make it right.