Refund policy

Last updated: 24 September 2026

At Cosmetics Squad, we want you to shop with confidence. This policy works alongside your rights under the Australian Consumer Law (ACL). Nothing in it excludes, restricts or modifies those rights.

Change-of-mind returns
If you change your mind, we accept returns within 7 days of receiving your order, provided that:

• You can provide proof of purchase, such as your order confirmation, tax invoice, or a bank or card statement showing the transaction.
• The item is unused, unopened and in its original condition, with any seals intact.
• All original packaging and accessories are included.
• The product and its packaging are not damaged.

For hygiene and safety reasons, the following cannot be returned for change of mind once opened or used:

• Makeup and cosmetics
• Skincare and body care
• Fragrances
• Hair care and nail products
• Earrings and body jewellery

Shipping costs are non-refundable for change-of-mind returns, and return postage is paid by the customer.

Faulty, incorrect or misdescribed items
Our products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund if a product:

• Has a major failure or is not of acceptable quality
• Does not match its description or images
• Is not fit for its intended purpose
• Is unsafe

For a minor problem, we may offer a repair or replacement instead. We may ask to assess an item before resolving a claim. Claims may be declined where damage was caused by misuse or neglect after delivery.

If an item is faulty, incorrect or misdescribed, we will cover the reasonable cost of returning it.

Damaged in transit
If your order arrives damaged, please email us as soon as possible. To help us resolve it quickly, we may ask for photos of the item, the packaging and the shipping label.

How to return an item

1. Email customerservice@cosmeticssquad.com.au with your order number and the reason for the return.
2. We will confirm whether the return is approved and send you the return address and instructions.
3. Send the item back as instructed. Please do not send items back without contacting us first.

Sale and clearance items
Items marked Final Sale are not eligible for change-of-mind returns. This does not affect your rights under the ACL if an item is faulty, unsafe or significantly different from its description.

Refunds
Once your return has been received and approved, we will process your refund to your original payment method within 3–5 business days. Your bank may take additional time to show the funds.

Order cancellations
We usually dispatch orders within 1–2 business days.

• If your order has not yet been dispatched, email us and we will cancel it and issue a full refund.
• Once dispatched, orders cannot be cancelled and must go through the returns process above.

Contact
Email customerservice@cosmeticssquad.com.au.
Cosmetics Squad is operated by San Brands Pty Ltd (ABN 43 634 686 016).