Refund policy
At ROZAJE we want you to feel confident in your purchase. Due to the personal and hygienic nature of skincare products, we are unable to accept returns for change of mind once a product has been opened, used or the original seal has been broken.
Change of mind
If you change your mind about your purchase, we may accept a return provided that:
- You contact us within 14 days of receiving your order
- The product is unused, unopened and in it's original packaging
- Any hygiene seals remain intact
- The product is returned in a resealable condition
- You provide proof of purchase
Return postage for change of mind returns is the responsibility of the customer. Original shipping charges are non-refundable.
Once your return has been received and inspected, we will notify you whether your refund has been approved. Approved refunds will be returned to your original payment method.
Faulty, damaged or incorrect products
Please contact us as soon as possible if your order arrives damaged, faulty, defective or if you have received the incorrect product.
Please include your order number, a description of the issue and clear photographs so our team can assess the matter promptly.
Where a product does not meet the Consumer Law, you may be entitled to a replacement or refund depending on the nature of the issue. For a major failure, consumers may choose a refund or replacement.
Skincare reactions and sensitivities
Every person's skin is different and individual sensitivities or reactions may occur.
We recommend reviewing the full ingredient list before use and patch testing new skincare products where appropriate.
A reaction or sensitivity to an ingredient does not automatically mean that a product is faulty. However, if you believe there may be an issue with the product itself, please contact us so we can assess your concerns.
This does not affect any rights you may have under Australian Consumer Law.
Sale and promotional items
Sale or promotional items are not eligible for change of mind unless otherwise stated.
This does not limit your rights where a product is faulty, defective or otherwise fails to meet a consumer guarantee. Businesses cannot exclude Australian Consumer Law remedies simply because an item was purchased on sale.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.
Australian consumer guarantees apply automatically and cannot be removed by a store's returns policy.
Contact us
For any return, refund or order concerns, please contact:
ROZAJE
Email: contact@rozajeskin.com