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Refund & Returns Policy
Thank you for shopping with A2Z Beauty & Nail Supply. We hope you love your purchase, but we understand that sometimes returns are necessary. Our goal is to provide fair, transparent, and customer-friendly support while meeting our obligations under the Australian Consumer Law (ACL).
We encourage you to review this policy carefully before requesting a return or refund.
Your Rights Under the Australian Consumer Law (ACL)
Our goods and services come with guarantees that cannot be excluded under the ACL. You are entitled to:
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A replacement or refund for a major failure, plus compensation for any reasonably foreseeable loss or damage.
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A repair or replacement if the goods are not of acceptable quality and the issue does not amount to a major failure.
This policy provides benefits in addition to your statutory rights under the ACL.
1. General Returns & Refunds
Notification Window
You must contact us within 7 calendar days of delivery to initiate a return or exchange (including change of mind). Please check your order as soon as it arrives.
Return Window
Approved returns must be shipped back and received within 30 days of the original delivery date.
Proof of Purchase
All returns must include a valid proof of purchase (e.g., order confirmation email or invoice).
Eligibility
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Items must be in their original, unopened, unmarked, and sealed packaging, including accessories, manuals, or bonus items (unless faulty).
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Opened items may only be returned if they are faulty, damaged, or incorrectly supplied.
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All returns are inspected upon receipt. If approved, a refund or exchange will be issued (excluding original shipping costs).
Items Generally Ineligible for Return (unless faulty):
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Used products or those not in resaleable condition.
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Opened nail gels, polishes, liquids, or hygiene-related tools (due to hygiene regulations).
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Personalised, custom-made, or altered products.
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Clearance or Final Sale items.
Note: Your ACL rights still apply if these items are faulty.
Change of Mind Returns
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Must be requested within 7 days of delivery.
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Items must be unused, unopened, sealed, and in resaleable condition.
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Store credit will be issued for the product value (excluding shipping).
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Customers cover return shipping costs.
We reserve the right to refuse returns from individuals who display an excessive return pattern.
2. Faulty, Damaged, Missing, or Incorrect Items
Notification
If your order is faulty, damaged, missing items, or incorrect, contact us within 7 calendar days of delivery with:
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Order number
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Photo/video evidence of the issue
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Copy of your invoice
Note: For faults that become apparent later under normal use, your ACL rights may extend beyond this timeframe.
Return & Assessment
Do not dispose of the item. We will provide instructions for return. Once received:
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If the fault/damage/error is confirmed, we will provide a remedy (repair, replacement, or refund, including reasonable return shipping costs).
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If the item is found not faulty, shipping costs covered by us may be deducted from any store credit, or a redelivery fee may apply.
Transit Damage Disclaimer
While we package orders with care, A2Z Beauty & Nail Supply is not liable for damage caused during transit. However, we are happy to assist in replacing items once assessed.
3. Refunds for Uncollected In-Store Pick Up Orders
Holding Period
Orders will be held for 30 days at our showroom (52 McKechnie St, St Albans VIC 3021). In special cases, this may be extended to 90 days upon request.
If Not Collected
Uncollected orders will be restocked or disposed of under internal policy. Refunds will be processed as:
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Option 1: Store Credit (Preferred)
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Exempt from $10 restocking fee.
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Store credit can be used on future purchases.
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Option 2: Refund to Original Payment Method (on request)
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Processed with a $10 restocking fee deducted.
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Changing to Shipping
If you cannot collect your order, you may request shipping before the holding period ends. Shipping can be:
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Individual (standard rates apply), or
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Combined with a new order (fees recalculated).
4. Refunds for Returned, Undeliverable, Lost, or Stolen Orders
Returned/Undeliverable (RTS)
Orders may be returned if:
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Recipient unavailable,
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Address incorrect/incomplete,
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Delivery refused.
In these cases, original shipping costs are non-refundable.
Fees for Returned Parcels
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RTS Fee: $10
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Redelivery Fee: $10
(subject to courier policies)
Refund Options
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Original payment method: RTS fee, restocking fee ($10), and waived shipping (if any) are deducted.
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Store credit: No restocking fee, RTS fee covered by us. Credit equals product value (excluding shipping).
Lost in Transit
If an order is confirmed lost by the carrier, we will arrange reshipment at no extra cost.
Lost/Stolen After Delivery
Once marked “Delivered” by the courier, A2Z Beauty & Nail Supply is not responsible. We will, however, assist in lodging a claim with the courier if needed.
5. Colour Variations
Colours displayed online may vary due to screen settings, lighting, or application. If you believe there is a significant discrepancy, contact us within 7 days with photos for assessment under this policy or your ACL rights.
6. Return Process & Timelines
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Initiate Contact
Email a2znailsandbeauty2023@gmail.com or SMS 0450 128 888 within 7 days of delivery. Include your order number, photos/videos, and invoice copy. -
Receive Instructions
We will provide the return address and instructions (a prepaid label may be provided for faulty items). -
Send Return
Return via trackable service. Item must be received within 30 days of delivery. We are not liable for lost returns. -
Processing
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Inspection: 1–3 business days after receipt.
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Refund/credit/exchange: Processed within 3–5 business days after approval.
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7. Contact Us
If you wish to return your product or have further questions about our Returns Policy, please contact us:
📧 Email: a2znailsandbeauty2023@gmail.com
📞 SMS: 0450 128 888
⏰ Business Hours:
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Monday – Friday: 8:45 AM – 6:00 PM
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Saturday: Closed
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Sunday: 9:30 AM – 6:00 PM
Our Address: 52 McKechnie St, St Albans VIC 3021