Refund policy
At RevitaliseU, we want you to feel confident when purchasing from us. This policy explains how we handle faulty, damaged or incorrect products, returns, refunds, exchanges and any additional supplier or manufacturer guarantees that may apply.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or other applicable laws.
Australian Consumer Law
Products sold by RevitaliseU come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Products must, among other things:
- be of acceptable quality
- be safe, durable and free from defects
- be fit for their usual purpose and any particular purpose made known before purchase
- match their description or any sample or demonstration model
If a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the nature of the problem.
Your rights under the Australian Consumer Law do not expire after a fixed number of days and may continue beyond any manufacturer or supplier warranty period.
Faulty, Damaged, Unsafe or Incorrect Products
Please contact RevitaliseU as soon as reasonably possible if:
- your product arrives damaged
- you receive the incorrect product
- an item is missing from your order
- a product is faulty or defective
- a product is unsafe
- a product is materially different from its description
Where possible, please provide your order number, a description of the issue and photographs of the product, packaging or damage.
Please do not dispose of the product or packaging until we have advised you of the next steps, as these may be required to assess or resolve the issue.
Major problems
If a product has a major problem under the Australian Consumer Law, you may be entitled to choose between a refund or replacement.
A major problem may include circumstances where the product:
- is unsafe
- is significantly different from its description
- has a problem that would have stopped someone from purchasing it if they had known about it
- cannot be used for its normal purpose or a purpose you made known before purchase, and the problem cannot easily be fixed
Minor problems
Where a problem is minor, RevitaliseU may choose to repair, replace or otherwise remedy the problem in accordance with the Australian Consumer Law.
If a minor problem cannot be fixed within a reasonable time, you may then have additional rights to a replacement or refund.
Change of Mind
RevitaliseU does not generally provide refunds, exchanges or store credit where you simply change your mind, order the wrong product, decide you no longer want the product or find the product cheaper elsewhere.
This does not affect your rights under the Australian Consumer Law.
Some products may also be covered by an additional supplier or manufacturer satisfaction guarantee or money-back guarantee. Where such a guarantee applies, please contact RevitaliseU and we will help you understand the applicable terms and return process.
Opened Products, Supplements, Skincare and Personal-Care Products
Because many products sold through RevitaliseU are supplements, skincare, cosmetics, personal-care or hygiene-related products, we do not generally accept opened or used products for change of mind.
This restriction does not apply where a product is faulty, unsafe, incorrectly supplied or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.
Where an additional manufacturer or supplier guarantee allows the return of an opened or used product, that guarantee will be considered according to its applicable terms.
Supplier and Manufacturer Guarantees
Some products sold through RevitaliseU may include an additional:
- satisfaction guarantee
- money-back guarantee
- manufacturer’s warranty
- supplier warranty
- product-specific return program
These guarantees are provided in addition to your Australian Consumer Law rights and do not replace, restrict or exclude those rights.
Where an additional guarantee applies to your purchase, RevitaliseU will assist you with understanding and accessing the applicable process.
Please contact us before returning a product so we can confirm whether a supplier or manufacturer guarantee applies and provide the correct return instructions.
Third-Party Fulfilment
Some products purchased through RevitaliseU may be processed, packed or shipped directly by a third-party supplier, distributor or fulfilment provider.
If there is a problem with an order placed through revitaliseu.shop, please contact RevitaliseU first.
We will assist you with the appropriate return, refund, replacement or other remedy and, where necessary, coordinate with the relevant supplier or fulfilment provider.
Please do not send products back to the address shown on the original parcel unless RevitaliseU has confirmed that it is the correct return address.
Returns Process
To request assistance with a faulty, damaged or incorrect product, or to enquire about an applicable supplier or manufacturer guarantee, please contact:
karen@revitaliseu.com.au
Please include, where relevant:
- your name
- order number
- the product concerned
- details of the issue
- photographs showing any damage, fault or incorrect item
We will review your request and provide the appropriate next steps and return instructions where required.
Proof of Purchase
We may ask you to provide reasonable proof of purchase when requesting a repair, replacement, refund or other remedy.
This may include:
- your RevitaliseU order confirmation
- receipt
- transaction record
- other reasonable evidence showing that the product was purchased through RevitaliseU
Return Shipping and Transport Costs
Where a product fails to meet a consumer guarantee, return and transport costs will be handled in accordance with the Australian Consumer Law.
Depending on the circumstances, RevitaliseU may arrange collection, provide return instructions or reimburse reasonable return costs where required.
If a product is assessed and found not to have a fault or other issue covered by the Australian Consumer Law, you may be responsible for reasonable transport or inspection costs where permitted by law and where you have been advised of those costs beforehand.
Refunds
Where you are entitled to a refund, it will generally be returned using the same or equivalent payment method used for the original purchase, where reasonably possible.
Once a refund has been processed, the time taken for funds to appear in your account may depend on your bank, card provider or payment service.
If you have been advised that a refund has been processed and it has not appeared after a reasonable period, please contact us at karen@revitaliseu.com.au.
Exchanges and Replacements
Where a replacement or exchange is available, this will depend on:
- the nature of the issue
- your Australian Consumer Law rights
- product availability
- any applicable supplier or manufacturer guarantee
Where an identical replacement is unavailable, we will discuss the appropriate options with you.
Sale, Discounted and Promotional Products
Products purchased on sale, at a discounted price or as part of a promotion still have the same consumer-guarantee protections under the Australian Consumer Law.
We do not generally accept sale or promotional products for change of mind unless an applicable supplier or manufacturer guarantee provides otherwise.
Nothing in this section limits your rights where a product is faulty, unsafe, incorrectly supplied or otherwise fails to meet a consumer guarantee.
Free Gifts
Complimentary or promotional gifts are not generally exchangeable or redeemable for cash because of change of mind.
If a complimentary product is unsafe or defective, please contact us so we can assist you.
Order Cancellations
If you wish to cancel an order, please contact karen@revitaliseu.com.au as soon as possible.
We will make reasonable efforts to assist. However, orders may be processed quickly or sent directly to a third-party supplier or fulfilment provider, so cancellation cannot be guaranteed once processing or dispatch has commenced.
If an order has already been processed or dispatched and you simply change your mind, the Change of Mind section of this policy will apply.
Your Australian Consumer Law rights remain unaffected.
Beauty Devices and Manufacturer Warranties
Some beauty devices and other products may include a manufacturer or supplier warranty.
These warranties are additional to your Australian Consumer Law rights.
A manufacturer warranty ending does not necessarily mean your consumer-guarantee rights have ended.
If you experience a problem with a beauty device purchased through RevitaliseU, please contact us first so we can help determine the appropriate next step.
Contact Us
For questions about returns, refunds, faulty products, replacements or supplier guarantees, please contact:
RevitaliseU
Email: karen@revitaliseu.com.au
You can also contact us through the Contact page at revitaliseu.shop.