Refund policy

If something isn’t quite right, we’re here to help.

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

Change of mind returns

We 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 the customer’s expense
  • Items purchased on sale or with a discount code will be refunded at the discounted price
  • Refunds are processed to the original payment method
  • Gift cards or vouchers are non-refundable and not redeemable for cash

If there is a problem with your order

1. Damaged in transit

We’re sorry your order didn’t arrive in perfect condition.

Please:

  • Take a photo of the damage
  • Contact us at tenille@itstenille.com.au within 7 days of delivery
  • Keep the item until we’ve had a chance to assist

2. Incorrect item received

If we’ve sent the wrong product:

  • We’ll arrange a replacement or refund
  • Return shipping will be covered by us

 

Please contact us so we can resolve this as quickly as possible.

3. Faulty product

If your product appears faulty:

  • Take a clear photo of the issue
  • Contact us within 7 days of delivery
  • Please keep the item while we review the issue

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

4. Skin reaction or sensitivity

Skin responses can vary from person to person.

If you experience a reaction:

  • Stop using the product immediately
  • Rinse the area with water
  • Contact us at tenille@itstenille.com.au so we can review your situation
  • Seek medical advice for severe or persistent symptoms

Each case will be assessed individually, and we’ll work with you to find the best outcome.

Need help?

If you have any questions about a return or concern with your order, please contact us at: tenille@itstenille.com.au

We're here to help.