Refund policy
This policy applies to purchases made through KachBeauty. It is designed to explain our returns and refunds process and does not exclude, restrict or modify any rights you may have under the Australian Consumer Law (ACL).
1. Your Consumer Rights
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
If a product has a major problem, you may be entitled to choose a refund or replacement. For a minor problem, KachBeauty is entitled to provide an appropriate remedy, such as a repair, replacement, or refund, in accordance with the Australian Consumer Law. ACCC
A product may fail to meet the consumer guarantees if, for example, it:
- Is not of acceptable quality;
- Is unsafe;
- Is significantly different from its description;
- Is not fit for its normal purpose or a purpose made known to us; or
- Otherwise fails to meet an applicable consumer guarantee.
2. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If an item is damaged, defective, leaking, expired, or incorrect, please contact us as soon as reasonably possible at support@kachbeauty.com.au.
Where possible, please provide:
- Your order number;
- A description of the issue; and
- Clear photographs of the product, packaging, batch or lot code, and any visible damage.
Contacting us promptly, ideally within 48 hours of delivery, can help us investigate shipping damage or other issues quickly. However, this requested timeframe does not limit your rights under the Australian Consumer Law.
Once assessed, we will provide the remedy required under applicable consumer law.
3. Allergic Reactions & Skin Sensitivities
Skincare products can affect individuals differently, and an allergic reaction or sensitivity does not necessarily mean that a product is defective.
If you experience irritation or an adverse reaction, stop using the product and seek appropriate medical advice where necessary.
Please contact us at support@kachbeauty.com.au if you believe the reaction may have resulted from a product defect, contamination, incorrect labelling or another issue with the product.
Nothing in this section limits your rights under the Australian Consumer Law, including rights that may apply if a product is unsafe or otherwise fails to meet a consumer guarantee. ACCC
4. Change-of-Mind Returns
KachBeauty does not generally accept change-of-mind returns for opened or used skincare, cosmetics, or personal-care products, due to hygiene and product-integrity considerations.
For unopened and unused products, please contact us at support@kachbeauty.com.au before returning anything so we can determine whether the item is eligible for a change-of-mind return.
Any change-of-mind policy is separate from your rights under the Australian Consumer Law. Conditions relating to change-of-mind returns cannot be used to restrict remedies available for faulty products. ACCC
5. How to Start a Return
Please contact us before returning an item.
Email support@kachbeauty.com.au and include:
- Your order number and contact details;
- The reason for the return; and
- Clear photographs where relevant.
We will review your request and provide instructions for the next steps.
Please do not send products back without contacting us first.
6. Assessment & Outcomes
Where assessment is reasonably required, we may inspect the product before confirming the appropriate remedy.
For a major failure, the customer generally has the right to choose between a refund or replacement.
For a minor failure, KachBeauty may choose to provide an appropriate remedy in accordance with the Australian Consumer Law. ACCC
7. Refunds
Once a refund has been approved, it will be processed to your original payment method, unless otherwise agreed.
We aim to process approved refunds within 10 business days. Your bank or payment provider may require additional time for the funds to appear in your account.
If more than 15 business days have passed since we confirmed your refund and you have not received the funds, please contact support@kachbeauty.com.au.
8. Proof of Purchase
We may request reasonable proof that the product was purchased from KachBeauty when processing a return, replacement, or refund.
Proof may include an order confirmation, receipt, transaction record, or other reasonable evidence of purchase. The ACCC confirms that businesses may request proof of purchase, but this need not necessarily be the original receipt. ACCC
9. Return Shipping
For change-of-mind returns, where accepted, the customer is responsible for return postage. We recommend using a tracked shipping service.
For products confirmed to have a fault covered by Australian Consumer Law, KachBeauty will reimburse reasonable return costs where required by law. Please retain your postage receipt. ACCC
We may provide a prepaid return label where appropriate.
10. Packaging & Hygiene
For an approved change-of-mind return, products must generally be:
- Unused and unopened;
- In their original packaging; and
- Returned with hygiene and tamper-evident seals intact.
These requirements do not apply in a way that limits your Australian Consumer Law rights for faulty or non-compliant products. The ACCC specifically notes that original-packaging conditions cannot be imposed on returns made because of a product problem covered by consumer guarantees. ACCC
11. Contact Us
For questions regarding a return, refund, replacement, or product issue, contact:
KachBeauty
Email: support@kachbeauty.com.au
Website: kachbeauty.com.au
This policy is intended to operate alongside, and not replace or restrict, your rights under the Australian Consumer Law.