Refund policy
RETURN AND REFUND POLICY
Hey Gorgeous,
We sincerely apologize for any inconvenience that may have occurred leading you to return our product and we appreciate your understanding while we are doing our best to assist you. We strive to provide high-quality skincare products that meet and even exceed your expectations. Also, to always provide you with the excellent customer service which we are proud of.
In the rare event that you encounter an issue or have concerns regarding your purchase, we kindly request that you first reach out to our dedicated customer support team at support@pinkgingeraustralia.com
By contacting us directly, we can address your concerns personally, thoroughly investigate the matter, and ensure that you receive the assistance you deserve. Our team is well-equipped to handle a wide range of inquiries, from product related questions to payment concerns.
We offer a 100% money back product satisfaction guarantee on products for the following returning reasons. Simply act within the 30 calendar days of purchase window with your proof of purchase.
- Change of mind
- Faulty or damaged products
- Incorrect product or any packing error
- Allergic reaction or skin irritation
Please see our return and refund policy in details below. If you require any further information or assistance, please feel free to contact us. We are here to assist you promptly.
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Consumer Guarantees: Under the Australian Consumer Law ‘ACL’, you are entitled to certain guarantees that cannot be excluded, including guarantees of acceptable quality, fitness for a particular purpose, and matching the description. These guarantees apply in addition to any other rights or remedies you may have under the law.
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Change of Mind Returns: We want you to shop with confidence. So, we offer a 30 calendar days return policy from the date of purchase. To be eligible for a return, the item must be unused, in its original saleable packaging with outer protective clear seal, and in the same condition as when you received it. The clear seal is highly protective against water damage, dust build-up, or tearing, and may even protect cosmetics from harmful UV rays. Once the product is opened, even it is unused, it is your baby, namely it is yours forever.
Please note that you will be responsible for paying for your own shipping costs for returning your item. Any items returned that don’t comply with our change of mind returns policy are unable to be refunded.
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Faulty or Damaged Products: In the unlikely event that your skincare product arrives faulty, damaged, or not as described, we will gladly offer you a refund, replacement, or repair. Please contact our customer support team within 30 calendar days of receiving the product to initiate the return process. We may request photographic evidence or additional information to assess the issue.
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Incorrect Product or Any Packing Error: Even though great care is taken in the order preparation, to err is human. To be eligible for a return, the item must be unused, in its original saleable packaging with outer protective clear seal, and in the same condition as when you received it. The clear seal is highly protective against water damage, dust build-up, or tearing, and may even protect cosmetics from harmful UV rays. Once the product is opened, even it is unused, it is your baby, namely it is yours forever.
Following you reporting the issue at our customer support, we respond back with assessment and resolution. Depending on the nature of the error, we will offer you one of the following options after you return the unwanted product a. Reshipment: We will arrange for the correct product to be shipped to you at no additional cost. b. Refund: If a replacement is not available or desired, we will process a full refund to the original payment method used during the purchase.
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Exchanges: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
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Exclusions: Please note that, due to their nature and use based on hygiene reasons, our products are exempt from our return policy once they are opened or used. To be eligible for a return, the item must be unused, in its original packaging with outer protective clear seal and in the same condition as when you received it. Once the product is opened, even it is unused, it is your baby, namely it is yours forever. Unfortunately, we cannot accept returns on any sale or promotional items or gift cards. However, our gift cards are valid for 3 years, you can be free.
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Contact Us: If you have any questions or require further assistance regarding our return and refund policy, please contact our customer support team at support@pinkgingeraustralia.com. We are here to help and ensure your satisfaction.
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Changes To This Return Policy: Subject always to the operation of the Australian Consumer Law ‘ACL’, we reserve the right to amend this Returns Policy at any time. Updates will be posted on this page and are effective immediately. This Policy is to be read in conjunction with our Terms and Conditions, Terms of Use and Privacy Policy.
- Returns Process: To request a return, please follow these steps:
Step 1: Contact Customer Service
- All returns must be pre-approved by customer service. Please first contact our customer support team at support@pinkgingeraustralia.com within 30 days of receiving the goods to inform us of your intention to return the product and a clear explanation of the reason for the return, attaching photos.
- All returns must have the receipt or proof of purchase. You can show your online tax invoice or other adequate proof of purchase that includes your order confirmation number.
Step 2: Preliminary Assessment and Approval
- Our customer service representative will review your request and assess the eligibility for a return.
- In some cases, we may request extra photographic evidence or additional information to assist with the assessment.
- If your return is eligible, we will provide you with a return authorization number (RMA) and further instructions including a return address.
Step 3: Prepare the Product for Shipment
- Once your return has been approved, pack the product securely in its original packaging, including all accessories and documentation.
- Our mailer bags have a reusable strip. Make sure when you first receive the mailer, you should cut along the line on the flap and re-use it with the second adhesive glue strip to return your item, or for shipping items to someone else :)
- Follow the instructions provided by our customer service representative for the return shipment. Clearly mark the return authorization number (RMA) on the outside of the package and send the package to the address provided by our customer support team.
- You will be responsible for return shipping costs. First was onto us, this is your shot.
- For your own protection, we recommend that you package the products appropriately and always use a trackable, insured service to return the products, as we cannot take responsibility for items damaged or lost in the return transit and cannot start your return assessment and process any refunds until we have received the returning item.
Step 4: Final Assessment and Approval of Refund
- Upon receiving the returned product and verifying its compliance with our return criteria, we will send you an email to notify you that we have received your returned item and of the outcome.
- We may elect to investigate the product to determine the nature of the problem, and we reserve the right not to offer an exchange, refund, or repair where the item fault is a result of misuse or neglect by you.
- If the refund request is successful, we will process the refund within 2 business days to the original payment method used during the purchase.
- Please note that it may take additional time for the refund to appear in your account, depending on your payment provider. If more than 15 business days have passed since we’ve approved your return, please contact us at support@pinkgingeraustralia.com