What is the return and exchange policy?
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Without limiting the foregoing, if an item you receive is defective or incorrect, we will replace it with a non-defective item or provide you with a refund of the cost of the item, provided that:
- you contact us at email@example.com within 30 days of receiving the item, citing your order number and identifying the defect
- you return the item within 7 days of contacting us. Items purchased as part of a set or a multi-item pack must be returned as a whole set
We will send you a return label to use in order to return us the defective or incorrect item
This policy does not apply to change-of-mind returns, or for reasons that the product doesn’t suit your skin tone or similar. If you change your mind about the product, please see instructions below under “What happens if I am unhappy with the product I purchase or I changed my mind?”.
Refunds will only be made to original payment method. For refunds requested over 60 days of completing a payment, a credit voucher will be given in place of a refund.
What do I do if I had an allergic reactions?
We specially curate the products we carry. The ingredients of the product are listed on the website to help you identify any sensitivities with certain ingredients. Different skin types and skin conditions may react differently to our products and brands. It is always best to know and understand how your skin reacts to different products and ingredients. If you experienced an allergic reaction, please send a detailed description of what occurred along with the pictures to firstname.lastname@example.org We will communicate this to the brand and help find an appropriate solution. Please note that issues must be reported within 30 days of receipt of item. In certain instances, a medical certificate may be requested to identify if it is the product that caused the allergic reactions.
What happens if I am unhappy with the product I purchase or I changed my mind?
Shopping online can be tricky, however, should you wish to return an item that you’ve purchased, please email us at email@example.com. You will need to ship us back the item and a credit voucher will be issued to you once we have received the items and inspected them. The Credit voucher can be used for online purchase only. Please be advise that the items must meet the following conditions before any refund will be issued.
- Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner
- Items purchased as part of a set or a multi-item pack must be returned as a whole set
- Gifts with Purchase and samples must also be returned if it is included in the purchase.
- Items purchased on sale and discounts are non-exchangeable and non-returnable
TBA Customer Service
8/36 Aylesbury Drive, Altona, VIC 3028, Australia
Please include a note with your Name and Order number for reference
Please email us at firstname.lastname@example.org with your courier tracking id
*Shipping cost will not be refunded by TBA and refund will only be via Credit voucher. The Credit voucher can be used for online purchase only.
Can I return items purchased online at a TBA store?
Absolutely. Please feel free to come into any TBA store and speak with our friendly staff. Please see our return and exchange policy above.
What is the policy in returning items at TBA store?
If you have purchased items in any of our stores, you may return it within 30 days in any store. If you are not happy with your purchase, you may bring back the product within 30 days, with the receipt for exchange or credit via TBA Gift Card. Products must be unused, seal is unbroken and in its original packaging.
You may also have statutory rights under the Australian Consumer Law which cannot be limited or excluded.
Can I test the products before buying them online?
As we are an online store, we do not have an option to test or see the products before purchasing them. However, we do have a dedicated team of beauty experts that are ready to answer all your beauty questions. They are well-versed on every product we carry – and even use them in their daily routines. Please also check the ingredients listing before completing your purchase to identify any allergens.
Alternatively, you may be able to try the product at one of our stores if available. Click STORE LOCATIONS. to see where your closest TBA store is located. We suggest you give the store a call to ensure that the product you wish to try is available, as not all online products are available in store.