Refund policy

Returns & Refunds Policy

This policy applies to all purchases made through www.kachbeauty.com.au (“we”, “us”, “our”, or “KachBeauty”). By placing an order, you agree to the terms below regarding returns, refunds, and exchanges.

1. Your Rights

We want you to be completely satisfied with your purchase. You are entitled to a remedy if a product is found to have a major or minor problem.

  • For a major failure, you may choose a refund or replacement.

  • For a minor failure, we will repair, replace, or refund at our discretion.

A product is considered faulty or to have failed if it:

  • Is not of acceptable quality

  • Is not fit for its intended or disclosed purpose, or

  • Does not match its description or representation

2. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, defective, leaking, expired, or incorrect, contact us immediately (ideally within 48 hours) so we can resolve it quickly.

Please include:

  • Your order number, and

  • Clear photos of the item, packaging, and issue

Once assessed, we will offer a repair, replacement, or refund, depending on the circumstances.

3. Allergic Reactions & Sensitivities

Every skin type reacts differently to ingredients. An allergic reaction does not necessarily indicate a product fault.
If you experience irritation or a reaction, stop using the product immediately and contact us for guidance.

Returns for sensitivities or allergic reactions are only possible where there is a confirmed product defect, contamination, or incorrect labeling.

4. How to Start a Return

Please contact us before returning any item.

Email accounts@kachbeauty.com.au with:

  • Your order number and contact details

  • The reason for return (e.g., defective, damaged, not as described)

  • Clear photos, where relevant (showing packaging, batch or lot codes, and any fault)

Once your return request is reviewed, we’ll confirm the next steps and may issue a prepaid return label for faulty or incorrect items.

5. Assessments & Outcomes

After we receive and inspect the returned item, we’ll confirm the outcome in writing.

  • For major failures, you may choose between a refund or replacement.

  • For minor failures, we may repair, replace, or refund.

  • If the product is found to be free of fault after assessment and has been opened or used, it may be returned to you.

All outcomes are determined following a fair and reasonable inspection process.

6. Refunds

Approved refunds are processed to your original payment method within 10 business days of approval. Please allow additional time for your financial institution to finalise the transaction.

If more than 15 business days have passed since your refund confirmation and funds have not arrived, please email accounts@kachbeauty.com.au for assistance.

7. Proof of Purchase

A receipt, order confirmation, or other reasonable proof of purchase is required for all returns and refunds. We cannot process returns without proof of purchase.

8. Return Shipping

  • Faulty or incorrect items: We cover reasonable return shipping costs or provide a prepaid return label.

  • All other cases: Customers are responsible for any return postage and are advised to use a tracked delivery service.

9. Packaging Condition for Skincare

To maintain product integrity and hygiene, all returns must include:

  • Original outer and inner packaging, and

  • All hygiene and tamper-evident seals intact

Items showing signs of use, missing seals, or damaged packaging cannot be accepted unless a product fault is verified.

10. Need Help?

We’re here to help with any return, replacement, or refund enquiry.
Please contact us at: accounts@kachbeauty.com.au