Refund policy
We are certain that you will love our products, however if for any reason you do wish to exchange or return, your purchase, we offer a effortless returns policy to ensure your shopping experience remains positive.
Returns Eligibility
- You may return eligible items within 30 days of the purchase date.
- Items must be unused and in their original condition with bottles unopen.
- Please be advised that we do not offer refunds for used products.
How to Initiate a Return
- To initiate a return, please contact our customer service team at customercare@keyana.au to obtain a Return Merchandise Authorisation (RMA) number.
- Clearly state the reason for the return and provide your order number for reference.
Return Shipping
- Customers are responsible for return shipping costs unless the item received was defective or incorrect.
- We recommend using a trackable shipping method and retaining proof of postage for your records.
- Returned items are your responsibility until they reach our warehouse, so please ensure they are adequately packaged to prevent damage during transit.
Refunds and Exchanges
- Once we receive your return and verify its eligibility, we will process your refund or exchange promptly.
- Refunds will be issued to the original payment method used for the purchase.
- If you requested an exchange, we will ship the replacement item(s) once the return is processed.
- Please note that shipping fees are non-refundable unless the return is due to our error.
Unclaimed or Returned Packages
Orders returned to us due to non-collection or an incorrect address are eligible for a refund minus original shipping costs.
For reshipment, additional shipping charges will apply. Please refer to our Shipping Policy for full details.
Defective or Damaged Items
- If you receive a defective or damaged item, please contact us immediately upon receipt to arrange a replacement or refund.
- Provide clear photos of the damage or defect to expedite the resolution process.
Non-Returnable Items
- The following items are non-returnable:
- Gift cards
- Clearance items
Change of Mind
- If you change your mind about a purchase, we may offer store credit or exchange at our discretion.
- Items returned due to a change of mind must be in their original condition and packaging.
Consumer Rights
- This returns policy does not affect your statutory rights under Australian Consumer Law.
Notes
Our cosmetics products exclusively comprises mineral makeup products designed to complement each other within our brand. Mixing our products with synthetic alternatives may result in separation and difficulties in blending, ultimately affecting their performance. We highly recommend using Keyana's range of products together for optimal results and cannot be held responsible for any issues arising from using incompatible products.
Additionally, please note that colours may vary slightly from the photos and between batches due to the natural ingredients used. We allow for a 10% variation in shades between purchases.
Contact Us
If you have any questions or concerns about our returns policy, please do not hesitate to contact our customer service team at customercare@keyana.au.
Keyana reserves the right to amend this returns policy at any time without prior notice.