Refund policy
Return & Refund Policy
Face Factory Australia
Your satisfaction is important to us. If you receive a faulty item or wish to return an order, please review the policy below.
This policy does not exclude, restrict, or modify any rights you may have under the Australian Consumer Law (ACL).
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1. Change of Mind Returns
You may request a change of mind return within 14 days of receiving your order.
To be eligible, items must be:
• unused and unopened
• in original condition and packaging
• with all seals, stickers, and boxes intact
For change of mind returns:
• return shipping costs are the customer’s responsibility
• refunds apply to the product value only (original shipping fees are non-refundable)
• refunds are issued once the return is received and inspected
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2. Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or incorrect, please contact us within 7 days of delivery.
Please include:
• your order number
• clear photos showing the issue (including packaging where relevant)
Once confirmed, we will offer either:
• a replacement, or
• a full refund
For approved faulty, damaged, or incorrect items, any applicable shipping costs will be covered by Face Factory Australia.
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3. Items Not Eligible for Return
For hygiene and safety reasons, we cannot accept returns for:
• opened or used skincare or cosmetic products
• items damaged due to misuse, neglect, or improper handling
• return requests submitted outside the timeframes above
• free gifts, promotional items, or samples
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4. How to Request a Return
To start a return, email us with:
• your order number
• the reason for the return
• photos, if the item is faulty, damaged, or incorrect
If your return request is approved, send the item securely packaged to:
Face Factory Australia
5A/6 Ashmore Road
Bundall QLD 4217
Australia
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5. Refund Processing
Once your return is received and inspected, refunds will be processed to your original payment method within 5–10 business days.
Please note that bank processing times may vary depending on your payment provider.
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Contact Us
For any return or refund enquiries, please contact:
hello@face-factory.com.au