Returns, Refunds and Guarantees Policy

We want you to love what you receive from That Makeup Brand. This policy explains your rights under the Australian Consumer Law, the extra change-of-mind returns we offer on top of those rights, and how to return something to us.

If a product arrives damaged, is faulty, is not as described or is not what you ordered, contact us at info@thatmakeupbrand.com within a reasonable time with your order number, a description of the problem and photographs where possible. We will arrange a replacement, repair or refund in accordance with the Australian Consumer Law, and we will cover the cost of returning the item if we need it back.

For a major failure you may choose between a refund and a replacement. For a minor failure we may choose to repair or replace the product, or refund you, within a reasonable time. Refunds for faulty goods include the original delivery charge.

Skincare and cosmetics are personal: a product that simply does not suit your skin, or that you are allergic to, is not faulty. If you experience a reaction, stop using the product and see section 4.

In addition to your statutory rights, we accept change-of-mind returns within 30 days of delivery, provided that:

• the product is unopened, unused and in its original, undamaged packaging with any seals intact;
• the product was purchased directly from our website (products bought from a stockist must be returned to that stockist under its policy);
• the product is not a gift card, a sample or an item marked as final sale; and
• sets and bundles are returned complete.

For hygiene and safety reasons we cannot accept change-of-mind returns of opened or used skincare, makeup, haircare or bath and body products. Change-of-mind refunds exclude the original delivery charge, and return postage is at your cost unless we have offered a prepaid label. We recommend using a tracked service, as we cannot refund items that do not reach us.

We do not offer direct exchanges. If you would like a different product or shade, return the original item under section 2 and place a new order. If a product is faulty we will replace it with the same product where available, or refund you if it is not.

Everyone's skin is different. We recommend patch testing a new product on a small area for 24 hours before full use. If you experience irritation or an adverse reaction, discontinue use immediately and seek medical advice if symptoms persist. Contact us within 14 days of delivery with a description of the reaction and the product batch number (printed on the packaging); we will review each case individually and, at our discretion, offer a refund, replacement or store credit on the first affected item. We may ask you to return the product so that we can investigate.

• Email info@thatmakeupbrand.com or use the "Returns & exchanges" option on our Contact page, quoting your order number and the items you wish to return. Please do not send anything back before you receive return instructions from us.
• We will confirm whether your return is accepted and provide the return address or a prepaid label where applicable.
• Pack the items securely in their original packaging and send them within 14 days of our approval.
• Once received and inspected (usually within 5 business days), we will process your refund, replacement or credit and email you.

Refunds are made to the original payment method. Please allow up to 10 business days after we process the refund for it to appear, depending on your bank or card issuer. Where an order was paid partly with a gift card or store credit, that portion is refunded to a gift card or credit. Where a discount was applied to an order, refunds are calculated on the price actually paid, and if a return takes an order below a promotional threshold (for example free delivery or a gift with purchase), the value of that benefit may be deducted or the gift must be returned.

• Opened, used, swatched or tested products, unless faulty.
• Products purchased from a third-party retailer or marketplace.
• Gift cards, samples, promotional items and gifts with purchase (unless the whole order is returned).
• Items returned more than 30 days after delivery, or without prior approval.
• Items marked as final sale at the time of purchase.

Items that do not meet our returns conditions may be sent back to you at your cost or, if unclaimed within 30 days, disposed of.

We reserve the right to refuse returns or refunds, and to close accounts, where we reasonably believe that a customer is abusing this policy, including through repeated change-of-mind returns, returning used products as unused, or making false claims. This does not affect your rights under the Australian Consumer Law.

For help with a return or exchange, contact info@thatmakeupbrand.com or use the "Returns & exchanges" option on our Contact page, attaching photographs of the items. Questions about a refund that has been agreed but not yet received can be sent to payments@thatmakeupbrand.com.