Refund policy

Effective Date: 25 March 2025

At Glayvia, customer care and product safety are important to us. This Refund Policy outlines your rights and our processes in accordance with Australian Consumer Law (ACL).

1. Your Rights Under Australian Consumer Law

Under Australian Consumer Law, you are entitled to a replacement or refund if a product:

  • Is faulty, unsafe, or damaged

  • Has a major failure

  • Is significantly different from its description

A product is considered to have a major failure if it:

  • Would not have been purchased by a reasonable consumer had they known about the issue

  • Is unsafe

  • Is substantially unfit for its intended cosmetic purpose and cannot be easily remedied

These rights apply regardless of whether the product has been opened or used, where the above conditions are met.

Nothing in this policy limits or excludes your rights under Australian Consumer Law.

2. Change of Mind

Due to the hygienic nature of cosmetic and personal care products, we do not offer refunds or exchanges for change of mind, including where:

  • You no longer want the product

  • You purchased the wrong item

  • You changed your mind after purchase or use

Please choose carefully and review all product details, ingredient lists, and suitability information prior to purchasing.

3. Faulty, Damaged, or Incorrect Items

If you believe you have received a faulty, damaged, or incorrect item, please contact us within 7 days of delivery at sales@glayvia.com.au, providing:

  • Your order number

  • A brief description of the issue

  • Clear photos of the product and packaging

Where applicable, we will offer a replacement, repair, or refund in accordance with Australian Consumer Law.

4. Adverse Reactions & Incident Reporting

In the event of a reported adverse skin reaction or product concern, Glayvia may require the product to be returned for assessment before a refund or replacement is finalised.

This process allows us to:

  • Inspect the product

  • Verify batch and manufacturing details

  • Consult with our manufacturing partners where required

  • Ensure ongoing product safety and quality compliance

Customers will be provided with return instructions where an assessment is required.

5. Product Return Requirement for Assessment

Where a refund or replacement is requested due to a reported product concern, adverse reaction, or suspected defect, the product must be returned to Glayvia for evaluation unless otherwise agreed in writing.

Failure to return the product when reasonably requested may affect our ability to assess the claim and process a refund or replacement.

6. Refunds

Once a returned product has been received and assessed:

  • Approved refunds will be processed to the original payment method

  • Refunds are typically completed within 5–7 business days

  • You will be notified by email once the assessment and refund process is complete

Where a product is confirmed to have a major failure under Australian Consumer Law, a refund will be issued in accordance with your statutory rights.

7. Return Shipping

  • Return shipping costs are covered by Glayvia where a product is confirmed to be faulty, incorrect, or has a major failure

  • In other circumstances, return shipping may be the responsibility of the customer

We recommend using a tracked shipping service to ensure the return is received safely.

8. Non-Returnable Items

Except where required under Australian Consumer Law, we cannot accept returns for:

  • Opened or used products due to hygiene and safety reasons

  • Gift cards or promotional items

  • Clearance or final sale items

9. Goodwill Refunds

Any refund or replacement provided outside of statutory obligations is offered as a gesture of goodwill only and does not constitute an admission of fault, liability, or product defect.

10. Need Help?

If you have questions about this policy or your order, please contact us at:
📧 sales@glayvia.com.au