REFUND & RETURN POLICY
Thank you for choosing W Cosmetics - we strive for your satisfaction with every purchase. Please find below the guidelines for returns regarding both change of mind and defective items.
Change of Mind Returns
For change of mind purchases made online, we do not offer exchange or refund.
Faulty or Defective Items
W cosmetics cares about your rights under the Australian Consumer Law (ACL) and guarantees under the NZ Consumer Guarantees Law (NCGL), which cannot be excluded, including guarantees that products will be of acceptable quality. If you receive a faulty or defective product in store or online, we accept returns based on the conditions below. This is consistent with your rights to a replacement or refund for faulty goods, including for items marked as non-exchangeable or non-returnable.
Where a product is damaged through misuse, accident or abnormal use, the ACL, NCGL or any manufacturer's warranty may not apply, and W Cosmetics may choose not to provide a refund, exchange or repair (if applicable).
- If you wish to return an item, please return your product within the 30-day period (online only) with proof of purchase
- Items purchased as part of a set or multi-item pack must be returned as a whole set
- Proof of purchase is mandatory
We offer the following options:
Refunds will be processed using the original payment method or by another method agreed by both parties.
If the item is a device (e.g. Medicube), the product is covered by a 1-year warranty from date of purchase. W cosmetics will facilitate the claim process directly with the supplier.
Return Eligibility by Purchase Type
| Return Reason | Online | In-Store | ||
|---|---|---|---|---|
| Refund | Credit or Exchange | Refund | Credit or Exchange | |
| My item arrived damaged or faulty | YES | YES | NO | NO |
| I have received the wrong item | YES | YES | NO | NO |
| One of the items I ordered is missing | YES | YES | NO | NO |
| Return Reason | Online | In-Store | ||
|---|---|---|---|---|
| Refund | Credit or Exchange | Refund | Credit or Exchange | |
| My item arrived damaged or faulty | NO | NO | YES | YES |
| I have received the wrong item | NO | NO | YES | YES |
| One of the items I ordered is missing | NO | NO | YES | YES |
Allergic Reactions
The safety and comfort of our customers is our top priority. If you have experienced an allergic reaction as a result of using a product, we are here to help.
Whether you purchased in-store or online, please reach out to our customer service team at cs@wcosmetics.com.au. All allergic reactions will be sent to our compliance team for review.
To ensure your case is reviewed promptly, please notify us as soon as possible. As part of our internal investigation, our team will require further information and supporting documentation. This could include:
- Purchase details: receipt of purchase (in-store) or Order Number (online), and a full-view photo of your store receipt or order confirmation
- Allergic reaction: time and date of the incident; full product name and photos of the product barcode and batch; symptoms experienced and photographs
- If medical attention was required: copies of doctor's notes and/or medical certificates; the medical care provider (name and address of clinic, name of doctor, etc.); date and time of your visit; your diagnosis; your treatment
- Confirmation of sharing data for mandatory reporting purposes
- Whether you have any known allergies, and your current condition
Upon successful evaluation of the incident, if we can confirm an allergic reaction has taken place, we will provide a full refund for the product to your original payment method.
Please be assured that we will only request information necessary for our evaluation, and any photographic documentation sent to our customer care team will be permanently destroyed within 7 days of your case being marked as closed.
How to Initiate an Online Return
The below instructions are for processing online purchases only.
We will cover the return shipping costs if the return is a result of our error (e.g. you received an incorrect or defective item). Your full-priced refund will be transferred back to your account within four weeks of handing your package to the return shipper.
This timeframe includes:
- Transit time for us to receive your return from the shipper - 5 to 10 business days
- Time to process your return once received - 3 to 5 business days
- Time for your bank to process our refund request - 5 to 10 business days
Important: Refunds will not include delivery costs, except for faulty products.
For additional information, don't hesitate to contact us at cs@wcosmetics.com.au.
Shipping
We ship exclusively via Australia Post. All orders qualify for free shipping on purchases over $99 — there is no weight-based charge.
Please note that the free shipping offer applies to orders within Australia only.
