Returns & Refunds

We want you to feel confident shopping with Collective Beauty Supplies. If something isn't quite right with your order, we're here to help.

Change-of-Mind Returns

We do not accept returns, exchanges or refunds for change of mind, including where a customer has ordered the wrong product or no longer requires an item.

This does not affect your rights under applicable consumer laws.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, you've received the wrong product or something isn't working as expected, please get in touch so we can help.

Where possible, include:

  • Your order number
  • A brief description of the issue
  • Photographs of the product and packaging, if available

For damaged or incorrect deliveries, we encourage you to contact us within 7 days of receiving your order so we can investigate promptly.

For faulty products, please contact us as soon as you notice the issue.

These suggested timeframes do not limit your rights under applicable consumer laws.

How to Request a Return

  1. Contact us through our Contact Us page with your order number and details of the issue.
  2. Wait for instructions. We'll review your request and explain the next steps.
  3. Return the item, if required, using the address and instructions provided.
  4. We'll be in touch regarding the appropriate resolution.

Please don't send items back without contacting us first.

Refunds, Replacements & Exchanges

If a product is faulty or does not meet applicable consumer guarantees, we'll provide the remedy required by law.

Depending on the circumstances, this may include a repair, replacement or refund.

If we've sent you an incorrect product, we'll arrange an appropriate resolution at no additional cost to you.

Where we're responsible for return shipping costs under applicable consumer laws, we'll arrange the return or reimburse reasonable costs.

Nothing in this policy affects your rights under applicable consumer laws. If a product is faulty or doesn't meet consumer guarantees, you're still entitled to the remedies required by law.

For more information, visit the Australian Competition and Consumer Commission (ACCC).

Need a Hand?

Have a question about a faulty product, incorrect order or return? Visit our Contact Us page and we'll be happy to help.