Refund policy
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
We handle returns and process refunds in accordance with the Australian Consumer Protection legislation. Sorry, but we are unable to accept returned orders for change of mind inclusive of purchases that have been made in error eg) accidentally ordering an item incorrectly.
If your order has arrived damaged please contact us via email within 7 days of receiving your order to organise a replacement. Please note, to organise a replacement we require images of the damaged items. Djanaya Cosmetics is only responsible for replacing the items that have been damaged during transit, not your entire order. You will not be responsible for any costs involving the delivery of replacement items.
We will not refund lashes or products that have been used.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
If by chance you manage to order an item that is out of stock then we will refund you immediately or notify you as to when this item can be sent. If you receive an incorrect order then again we will refund you immediately or notify when we can send the correct item.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at djanayacosmetics@outlook.com
Sale items
Unfortunately sale items cannot be refunded.
You can always contact us for any return question at djanayacosmetics@outlook.com
Damages and issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and have it resolved.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.