Refund policy

RETURNS & REFUNDS POLICY

Last Updated: August 2026

At Kenz Beauty & Co, we want you to feel confident when purchasing from us. Please read our Returns & Refunds Policy carefully before making a purchase.

This policy applies to products purchased from Kenz Beauty & Co and does not exclude, restrict or modify any rights you may have under the Australian Consumer Law (ACL).

30-DAY RETURN POLICY

For eligible change-of-mind returns, you may request a return within 30 days of receiving your order.

To be eligible for a change-of-mind return, the product must:

Be unused, unopened and in its original condition;
Have all seals, protective packaging and tags intact, where applicable;
Be in its original packaging;
Be suitable for resale; and
Be accompanied by a receipt or other proof of purchase.

For hygiene, health and safety reasons, opened, used or unsealed skincare, cosmetics, beauty products and personal-care products cannot be returned for change of mind.

This does not affect your rights under the Australian Consumer Law if a product is faulty, damaged, unsafe, incorrectly supplied or otherwise fails to meet a consumer guarantee.

HOW TO REQUEST A RETURN

Before returning an item, please contact our customer care team at:

customercare@kenzbeauty.com.au

Please include your:

Name;
Order number;
Product you wish to return;
Reason for the return; and
Photographs where the product is damaged, defective or incorrectly supplied.

If your return is approved, we will provide you with return instructions and, where applicable, information about a return shipping label.

Please do not send products back to us without first contacting our customer care team, as this may delay the processing of your return.

CHANGE-OF-MIND RETURNS

We may accept eligible change-of-mind returns within 30 days of delivery, provided the product meets the eligibility requirements outlined above.

Unless otherwise agreed by Kenz Beauty, the customer is responsible for the cost of returning a product due to change of mind.

Original shipping charges are generally not refundable for change-of-mind returns.

We recommend using a tracked shipping service when returning products, as we cannot process a return until the returned product has been received.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order as soon as possible after receiving it.

If your product arrives damaged, defective, faulty, or you receive an incorrect item, please contact us as soon as reasonably possible at

customercare@kenzbeauty.com.au.

Please provide your order details and, where possible, photographs showing the issue so we can assess the matter promptly.

Where a product does not meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy, depending on the circumstances and whether the failure is considered major or minor under applicable law.

Where Kenz Beauty is responsible for supplying an incorrect, damaged or faulty product, we will cover reasonable return shipping costs where required by law.

BEAUTY, SKINCARE & PERSONAL-CARE PRODUCTS

Due to hygiene and safety considerations, we generally cannot accept change-of-mind returns for beauty, skincare, cosmetic or personal-care products that have been:

Opened;
Used;
Tested;
Unsealed; or
Otherwise made unsuitable for resale.

However, this exclusion does not apply where the product is faulty, defective, unsafe, incorrectly described, incorrectly supplied or otherwise covered by rights available to you under the Australian Consumer Law.

If you experience an issue with one of our products, please contact us so that we can assess the circumstances.

ALLERGIES, SENSITIVITIES & SKIN REACTIONS

Ingredients and product information are provided to assist customers in selecting suitable products.

Individual skin types, allergies and sensitivities vary. We recommend reviewing the product’s ingredient information before use and following all directions and warnings provided with the product.

If you experience an unexpected reaction, discontinue use and contact us if you believe there may be an issue with the product.

An individual sensitivity or change of mind does not automatically mean that a product is faulty. However, nothing in this policy limits any rights you may have where a product fails to comply with a consumer guarantee under Australian Consumer Law.

NON-RETURNABLE CHANGE-OF-MIND ITEMS

Unless required by law, we generally do not accept change-of-mind returns for:

Opened or used skincare, cosmetics or personal-care products;
Products with broken or removed hygiene seals;
Gift cards;
Personalised or custom-made products;
Products that have been damaged after delivery through misuse or failure to follow product instructions; or
Other products that cannot reasonably be resold for hygiene or safety reasons.

SALE & PROMOTIONAL ITEMS

Sale, clearance and promotional items are generally final sale for change-of-mind purposes unless otherwise stated.

However, sale or discounted products remain covered by applicable consumer guarantees under Australian Consumer Law.

If a sale item is faulty, damaged or otherwise fails to meet a consumer guarantee, your statutory rights are not affected merely because the product was purchased at a discounted price.

GIFT CARDS

Gift cards are generally non-refundable and cannot be exchanged for cash, except where required by law.

Please refer to any additional terms provided with the gift card.

EXCHANGES

If you wish to exchange an eligible product because you have changed your mind, please contact us first.

Where a change-of-mind return is approved, we may ask you to return the original item and place a new order for the replacement product.

If an exchange relates to a faulty, damaged or incorrectly supplied product, please contact us so we can determine the appropriate remedy.

REFUNDS

Once your return has been received and inspected, we will notify you of the outcome.

If a refund is approved, it will generally be processed back to your original payment method.

Please allow additional time for your bank, payment provider or credit card provider to process the refund after it has been issued by Kenz Beauty.

Any refund rights available under Australian Consumer Law will be honoured regardless of the terms applying to ordinary change-of-mind returns.

RETURN SHIPPING COSTS

For approved change-of-mind returns, return shipping costs are generally the responsibility of the customer.

If the return is required because the product is faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law, Kenz Beauty will meet reasonable return costs where required.

Please contact us before returning the product so we can provide the appropriate instructions.

PROOF OF PURCHASE

We may request reasonable proof of purchase when processing a return, exchange or refund.

This may include an order confirmation, receipt, transaction record or other evidence showing that the product was purchased from Kenz Beauty & Co.

AUSTRALIAN CONSUMER LAW

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded.

Where there is any inconsistency between this policy and your rights under Australian Consumer Law, your statutory rights will apply.

CONTACT US

For returns, refunds, exchanges or questions regarding an order, please contact:

Kenz Beauty & Co
Email: customercare@kenzbeauty.com.au

We aim to respond to customer enquiries within 2 business days.