Returns & refunds

Change-of-mind returns

Due to the nature of skincare and hygiene products, we do not accept returns or exchanges for change of mind where the product has been opened, used, tested or tampered with.

If you have changed your mind about an unopened product, you may contact us within 7 days of receiving your order to request a return.

To be eligible, the product must be unused, unopened and in its original packaging, in a resalable condition, and proof of purchase must be provided.

Return postage costs are the responsibility of the customer. We recommend using a tracked postage service, as we cannot be responsible for products lost or damaged while being returned.

Once the returned product has been received and inspected, we will advise whether the return has been approved.

If approved, a refund will be issued to the original payment method. Original shipping costs are generally non-refundable for change-of-mind returns.

Faulty, damaged or incorrect products

We take care when preparing every order. If your product arrives damaged, faulty or you have received the incorrect product, please contact us as soon as possible, preferably within 7 days of delivery.

Please provide your order number, a description of the issue, and photographs of the product and packaging where applicable.

We will assess the issue and, where appropriate, arrange a replacement, repair or refund.

You are not required to return a faulty or incorrect product at your own expense where Australian Consumer Law requires us to cover reasonable return costs.

Australian Consumer Law

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify your rights under the Australian Consumer Law (ACL).

If a product is faulty, unsafe, significantly different from its description, or otherwise does not meet the consumer guarantees provided under Australian law, you may be entitled to a remedy including a refund, replacement or other appropriate remedy.

Our change-of-mind policy does not affect your rights under the Australian Consumer Law.

Skincare reactions

Everyone's skin is different, and skincare products may not be suitable for every individual.

We recommend following the product directions and, where appropriate, consulting with a qualified skincare professional before introducing a new active product into your routine.

A product causing an individual skin reaction or not producing the desired result does not automatically mean the product is faulty. However, if you believe you have experienced an adverse reaction or there is a problem with the product, please contact us so we can discuss the appropriate next steps.

Where a product is faulty or does not meet Australian Consumer Law requirements, your statutory rights still apply.

Incorrect shipping information

Please carefully check your delivery details before completing your order.

If an order is returned to us because an incorrect or incomplete address was provided, additional postage costs may apply before the order can be resent.

We are not responsible for delays or losses caused by incorrect delivery information supplied by the customer.

Refund processing

Approved refunds will be processed to the original payment method where possible.

Once processed by By Eloise Claire, the time for the funds to appear in your account may vary depending on your bank or payment provider.

How to request a return or refund

To request a return, refund or replacement, please contact us at: Email: info.byeloiseclaire@gmail.com

Please include your full name, order number and details of your request.

Do not send products back without contacting us first, as we may be unable to process an unauthorised return.

By Eloise Claire reserves the right to assess each return or refund request in accordance with this policy and applicable Australian Consumer Law.