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What is your return Policy?
Online shopping should be easy and convenient. Alive Skin + Hair’s Returns Policy applies to all purchases made online at aliveskinhair.com.au and does not exclude or replace your rights given under the Australian Consumer Law.
For change of mind or incorrect ordering of items, simply return the item to us within 30 days. We will then issue you with a store credit equivalent to the purchase price less our reasonable shipping costs. When returning the item/s please ensure that you, include proof of purchase, the item is returned in its original packaging and is in a saleable condition (unopened, unused and in the original pristine condition). This does not apply to items that are electrical, sale or clearance items.
For faulty or incorrect products, please contact us immediately on 1300 688 088 or email us from the contact page and our customer service team will be able to advise next steps in the return process. You will not be charged delivery or postage on faulty or incorrect products. Please note that some of our suppliers, particularly those of electronic goods, have specific arrangements in place to deal with faulty products. We will, almost always, follow these procedures to ensure that faulty products are dealt with in the most efficient and timely manner possible. Please contact us if you require details of any specific returns arrangements.
In extreme cases where your skin becomes irritated or shows signs of an allergic reaction, stop using the product immediately and call 1300 688 088 to speak to one of our skin therapists. Alive Skin + Hair is governed by each brands’ own policy and procedure in relation to the handling of an allergic reaction. In most cases photographic evidence is required to substantiate an allergic reaction claim.
How do I initiate a return?
Initiating a return is easy. Please visit the contact us page from the home page or click here, and send us an email requesting a returns form. Returns can be sent to:
ALIVE SKIN + HAIR
SHOP 16B / 50 MARRI ROAD,
DUNCRAIG WA 6023
We advise customers to send items back using a traceable postage product as we can not be held liable for lost items. If the original purchase included a free gift or was part of a bundled offer, these items must also be returned.
What happens once the returned item has been received by Alive?
Once returns have been received, a member of the Alive Skin + Hair customer service team, if needed, will contact you discuss the appropriate next steps. Refunds and credits will be processed and paid within 2-3 business days of receiving the items. Refunds will be paid to the original method of payment at the time of ordering. Please note that these timeframes represent our internal processing timetable. External factors, such as the method of payment, the bank you use, may impact on when you receive the refund.
Alive Skin + Hair will not reimburse delivery fees, transaction processing fees or any other costs incurred in delivering or having the item/s returned unless the item is faulty.