Refund policy

RETURNS, REFUNDS AND REPLACEMENTS

This policy applies to orders from Cellular Industries Pty Ltd (ABN 73 668 909 984) trading as Cellular Cosmetics, 1/7 Activity Crescent, Molendinar QLD 4214.

Your rights under the Australian Consumer Law

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 and compensation 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.

Nothing in this policy limits those rights. Where goods are bought to resell or to use in manufacturing, the consumer guarantees may not apply; in that case the rest of this policy sets out what we offer.

Faulty, damaged or incorrect goods

  1. Please inspect your order when it arrives and contact us at admin@cellular-cosmetics.com, ideally within 7 days of delivery, if anything is faulty, damaged or not what you ordered. Telling us quickly helps us fix the problem, but it doesn't limit your rights.
  2. Please include your order number and photographs of the issue so we can assess it.
  3. Where goods are faulty, damaged in transit with a courier we booked, or not what you ordered, we will arrange a repair, replacement or refund and cover the return freight.
  4. Approved refunds are made to your original payment method, in full.

Change of mind and ordering errors

  1. We don't accept change-of-mind returns, because our products are made and labelled to order.
  2. If you make an error when placing an order, tell us within 7 days of delivery. If the goods are unopened and unused, we may accept a return. A restocking fee of 10% may apply, and return freight is at your cost. For these returns we may also withhold 2% of the amount paid to cover transaction fees.
  3. Returned goods must be unused, in resaleable condition and packed carefully, with a note showing your invoice number, name, contact details and the reason for the return.

Delivery

  1. If a courier can't deliver to the address you gave us because the address was wrong or nobody could accept the delivery, re-delivery costs are at your expense.

European Union customers

Consumers in the European Union may return goods within 14 days of their order date. Click here to start a return.

Limits

To the extent permitted by law, including the Australian Consumer Law, our liability for goods that are not covered by the consumer guarantees is limited to replacing the goods, or refunding or crediting their invoice price.