Refund policy

Refund and returns policy

If something isn't quite right, I'm here to help.

My products come with guarantees that can't be excluded under Australian Consumer Law. You're entitled to a replacement or refund for a major fault and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure doesn't amount to a major fault.

Change of mind returns

I offer a 30-day return period for change of mind.

Items must:

• be returned within 30 days of purchase
• be unopened, unused and in their original packaging
• be in a resalable condition.

Please note:

• return shipping is at your expense
• items purchased on sale or with a discount code will be refunded at the discounted price
• refunds are processed to your original payment method
• gift cards and vouchers are non-refundable and can't be redeemed for cash.

If there's a problem with your order

1. Damaged in transit

I'm sorry your order didn't arrive in perfect condition.

Please:

• take a photo of the damage
• contact me at tenille@itstenille.com.au as soon as possible, ideally within 7 days of delivery
• keep the item until I've had a chance to help.

2. Incorrect item received

If I've sent you the wrong product, I'll arrange a replacement or refund and cover the return shipping. Please contact me so I can fix it as quickly as possible.

3. Faulty product

If your product seems faulty:

• take a clear photo of the issue
• contact me as soon as possible after you notice it
• keep the item while I review the issue.

I'll assess the product and provide a replacement, repair or refund in line with Australian Consumer Law.

4. Skin reaction or sensitivity

Skin responds differently from person to person.

If you experience a reaction:

• stop using the product straight away
• rinse the area with water
• contact me at tenille@itstenille.com.au so I can review your situation
• seek medical advice for severe or persistent symptoms.

Each case is assessed individually, and I'll work with you to find the best outcome.

Skincare services

Refunds for consultations and personalised skincare plans are covered in my Terms and Conditions. In short:

• Initial and follow-up consultations: full refund with 48 hours' notice or more, 50% cancellation fee with less than 48 hours' notice, and no refund for no-shows or missed appointments.
• Email consultations: full refund any time before you submit your consultation form. Once I've received your form and started your plan, the fee is non-refundable.

Genuine emergencies are considered case by case. None of this affects your rights under Australian Consumer Law.

Need help?

If you have questions about a return or a concern about your order, email me at tenille@itstenille.com.au. I'm here to help.