Refund policy

Your original draft has critical legal flaws under Australian Consumer Law (ACL).

Issues with the Draft

  1. "No Returns on Personal Care/Beauty Products" & "No Returns on Sale Items": Under the ACL, businesses cannot refuse remedies (replacements, refunds, or repairs) for faulty, defective, or misdescribed products, regardless of whether they are personal care/beauty items, opened, or bought on sale.

  2. Missing Statutory Guarantees Notice: Australian e-commerce stores must explicitly state that refund policies operate in addition to consumer rights under the ACL.

  3. Change-of-Mind vs. Faulty Goods: You can restrict "change-of-mind" returns on hygiene/opened hair products, but you must clearly separate change-of-mind rules from faulty product returns to avoid misleading consumers.

Updated & Compliant Refund Policy

Copy and paste the tailored text below into your Shopify Return & Refund Policy page.

Last updated: [Date]

At Eminay (www.eminay.com.au), we want you to be completely satisfied with your purchase. Our refund and return policy complies with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth).

1. Australian Consumer Law Guarantees

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or alters your statutory rights under the ACL.

2. Change of Mind Returns

We offer a 14-day change-of-mind return policy for eligible products purchased through our website. You have 14 days after receiving your item to request a return.

Eligibility for Change-of-Mind Returns:

  • The item must be unused, unopened, in its original packaging, and in the same condition as received.

  • All original tags, security seals, or hygiene wrappings must be completely intact.

  • Proof of purchase (such as your order confirmation or receipt) must be provided.

Exclusions for Change of Mind: Due to strict hygiene, health, and safety standards associated with hair care and personal beauty products, we cannot accept change-of-mind returns on:

  • Opened, used, or unsealed hair care, beauty, or cosmetic products.

  • Gift cards.

  • Customized or personalized orders.

Note: Return shipping costs for change-of-mind returns are the responsibility of the customer.

3. Damaged, Defective, or Incorrect Goods

Please inspect your order immediately upon arrival. If an item is defective, damaged in transit, or if you received the wrong item, contact us immediately at info@eminay.com.au.

To help us process your claim quickly, please include:

  1. Your order number.

  2. A description of the issue.

  3. Clear photos or video evidence showing the damage, defect, or wrong item received.

If the product has a major fault under Australian Consumer Law, you may choose between a full refund or a replacement. If we require the item to be returned to us for inspection, we will provide a prepaid shipping label or reimburse reasonable return shipping costs.

4. How to Initiate a Return

  1. Contact our support team at info@eminay.com.au with your order number and reason for return.

  2. Once your return request is reviewed and approved, we will send you detailed return instructions and the return postal address.

  3. Pack the item securely in its original condition and mail it to the provided address.

Please note: Items returned to us without prior authorization will not be accepted or refunded.

5. Exchanges

The fastest way to ensure you get the item you want is to return the eligible item you have. Once your return is accepted and processed, you can make a separate purchase for the replacement product.

6. Refund Processing

  • Inspection: Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

  • Payment: If approved, your refund will be automatically processed back to your original payment method within 5 to 10 business days.

  • Processing Delays: Please allow additional time for your bank or credit card provider to process and post the transaction to your account. If more than 15 business days have passed since your refund was approved, please contact us at info@eminay.com.au.

7. Contact Us

For any questions or concerns regarding returns and refunds, please reach out to us:

  • Email: info@eminay.com.au

  • Phone: 0439 382 446