Refund policy

Refund Policy

Last updated: 22 October 2026

All sales are final

Our products are cosmetics and personal care items, so we don't offer refunds, returns or exchanges for change of mind. This includes choosing the wrong shade or color, or deciding you no longer want an item. For hygiene reasons, opened or used products can't be returned.

Your rights under consumer law

Nothing in this policy limits the rights you have under the consumer laws of your country, including the Australian Consumer Law. If an item arrives damaged or faulty, is significantly different from its description, or doesn't arrive, you're entitled to a remedy, and we'll send a replacement or a refund.

Damaged, faulty or wrong items

Email support@definedlooks.com with your order number and a photo of the problem, ideally within 7 days of delivery so we can sort it out quickly. You don't need to send the item back unless we ask you to.

Orders that don't arrive

Delivery times are estimates and can vary, as explained in our Shipping Policy. If your order hasn't arrived within 30 business days of being shipped, email us with your order number. We'll check with the carrier and, if the parcel is lost, send a replacement or a refund.

Incorrect addresses

Please check your shipping address carefully at checkout. If an order can't be delivered, or is lost, because the address entered was incorrect or incomplete, we're unable to refund it or send a free replacement.

Cancellations

Orders are processed quickly. To cancel, email us within 12 hours of placing your order. Once an order has been processed or shipped, it can't be cancelled.

How refunds are paid

Approved refunds go back to your original payment method. Depending on your bank, they can take 5–10 business days to appear.

Payment disputes and chargebacks

If there's a problem with your order, please email support@definedlooks.com before contacting your bank or card provider. We reply within 2 business days and can almost always fix problems faster than a bank dispute. If a dispute is opened without contacting us first, we'll give your bank our full order records, tracking details and any messages between us. We may decline future orders from customers who dispute orders that were delivered as described.

Contact

Order enquiries: support@definedlooks.com