Returns policy
We truly hope you love every product you purchase from Hana Beauty! However, we understand that skincare is a personal journey, and sometimes a product might not be the perfect fit for your unique skin.
Change of Mind Returns
If you've had a change of heart about a purchase, you have 90 days from the date of purchase to return it to us, provided you have valid proof of purchase.
- For a Refund: To receive a full refund, the product must be returned in a new, unused, and resaleable condition, with its original packaging intact.
- For an Exchange or Store Credit: If you'd like to exchange the item or receive store credit, the product can be returned even if it has been lightly sampled (meaning opened, unwrapped, or used only a handful of times, like for patch testing).
Please ensure you have a valid proof of purchase for all change of mind returns. This can be your e-receipt tax invoice or your order history found within your Hana Beauty customer account.
How to make a return
Returning an item to Hana Beauty is simple and free within Australia. Just follow these steps:
- Check Eligibility: Firstly, please ensure your return meets the conditions outlined in our Returns Policy above (within 90 days, condition requirements for refund vs. exchange/credit, proof of purchase).
- Find Your Order Details: Locate your original order number or e-receipt (check your email or Hana Beauty account).
- Request Your Return Label: Contact our friendly customer care team at info@hanabeauty.com.au with your order details. We'll verify your return eligibility and generate a pre-paid Australia Post return shipping label for you.
- Print Your Label: We'll email the return label to you. Simply print it out at home. Don't have a printer? No problem! You can print your label easily at an Australia Post outlet – just show them the returns label email on your phone.
- Pack Your Return: Securely package the item(s) you wish to return to prevent damage in transit. Attach the printed return label clearly to the outside of the parcel.
- Drop Off Your Parcel: Drop off your securely packaged return at any Australia Post office, street posting box, or participating Parcel Locker. Your return shipping is covered by us!
Consumer Guarantees
Our Returns Policy is in addition to your rights under the Australian Consumer Law (ACL).
Our products come with consumer guarantees that cannot be excluded under the ACL, including guarantees that they will be of acceptable quality, fit for purpose, and match the description provided.
In the unlikely event that you receive a product from Hana Beauty that doesn't meet these consumer guarantees, please contact us at info@hanabeauty.com.au so we can help. We will provide a remedy based on the following:
- Major Failure: If we determine the product has a major failure (e.g., it's unsafe, significantly different from description, or not fit for its purpose), you are entitled to choose between a refund or an exchange. You may also be entitled to compensation for any other reasonably foreseeable loss or damage.
- Minor Failure: If the issue is considered a minor failure (e.g., damaged packaging that doesn't affect the product's safe use), we will offer either a refund or an exchange at our discretion.
- Exclusions: Please note that consumer guarantees may not apply if a product is damaged through misuse, accident, or abnormal use. In such cases, Hana Beauty may choose not to provide a refund, exchange, or repair.
Hana Beauty will require proof of purchase before providing a remedy under the Australian Consumer Law. These consumer guarantees are separate from, and additional to, any manufacturer’s warranties.
FAQs
What can I use as proof of purchase?
We accept your original e-receipt tax invoice (sent to your email) or your order history, which you can find by logging into your Hana Beauty customer account.
What do you mean by 'lightly sampled'?
This applies to returns for exchange or store credit only. It means the product might have been opened, unwrapped, or used sparingly (e.g., patch tested once or twice, or used just a handful of times) to determine its suitability for your skin. Products returned for a refund must be new and unused.
How will I receive my refund?
All refunds are processed back to the original method of payment used for the purchase.
How long will my return take?
Once you've posted your return:
1. Please allow approximately 7 to 10 business days for the parcel to reach our warehouse in Sydney via Australia Post.
2. You can track the delivery status using the Australia Post tracking number provided on your return label confirmation.
3. Once received, please allow another 7 to 10 business days for our team to process your return.
4. If a refund is issued, please allow a further 3 to 5 business days for the funds to appear in your account, depending on your bank.
We appreciate your patience during this process and apologise for any inconvenience these timeframes may cause. We always aim to process returns as quickly as possible!
