Refund policy
At Guiya Minerals, we value our customers’ satisfaction and strive to provide high-quality products. Unfortunately, for hygiene reasons we are unable to accept returns or exchanges for 'change of mind', however an exchange may be granted for products that are unopened and unused if you realise the product is unsuitable for you upon receipt.
If for any reason the product that you have received is defective, damaged, incorrect or unsuitable, please notify us immediately so that we can organise a replacement product for you in compliance with the Australian Consumer Law. This policy outlines your rights and remedies when it comes to returning products purchased from Guiya Minerals.
Eligibility:
This return policy applies to purchases made on the Guiya Minerals website (www.guiyaminerals.com) within Australia.
To be eligible for a return, the product received must be deemed defective or damaged. Alternatively, if you receive an incorrect item, or you realise that the product may be unsuitable for you but it still in its original condition and packaging, you can lodge a return for that item. You will also be required to provide proof of purchase in order for a return to be approved.
Once your application has been lodged, you will be notified by our Head Office team as to whether a return has been approved.
We cannot offer a refund or exchange for a 'change of mind'.
Consumer Guarantees:
Guiya Minerals acknowledges and upholds the consumer guarantees provided under the Australian Consumer Law. Consumer guarantees ensure that the products meet specific standards of quality, performance, and suitability for their intended purpose. If a product fails to meet these guarantees, you have the right to a remedy, which may include a repair, replacement, or refund, depending on the nature of the issue.
Returns Process
To initiate a return, please follow these steps:
- Email Guiya Minerals (hello@guiyaminerals.com) with the details of your purchase.
- Indicate which item(s) you wish to return and the reason for the return. You will need to include photos of any defective, damaged or incorrect items. If an item is being returned to swap for another shade, the item must be unopened and unused in order to be approved.
- Guiya Minerals will contact you to organise a return, or if you are using the online returns function you will be given automated instructions to organise a return.
- If required, print the provided shipping label and affix it to the package. Drop off the package at the designated shipping location.
Return Approval:
- All returns must be pre-approved by our Head Office before sending the product back.
- To ensure a smooth return process, please contact our Customer Care team at hello@guiyaminerals.com for assistance and approval.
- Failure to obtain return approval may result in the return not being accepted.
Return Shipping:
- Guiya Minerals is only responsible for the return shipping costs of any item that is defective, damaged or incorrect upon receipt.
- In other circumstances, the customer assumes responsibility for the shipping costs associated with the return. Guiya Minerals recommends using a reasonable amount of padding as well as a trackable shipping method to ensure the safe and timely arrival of the returned product.
- Please return the product within 14 business days of receiving your product.
- Please allow 14 days for a replacement item to be sent.
Refund Processing:
- In the event that your item cannot be exchanged or replaced, a refund will be processed. In these circumstances, you will be notified.
- Once your returned product is received and approved, please allow up to 14 days for the refund to be processed.
- Any refunds will be issued to the original method of payment used for the purchase.
- Depending on your financial institution, it may take up to 14 business days for the credit to appear on your statement. Please contact Guiya Minerals if it has been 15 days or longer since you were notified of a refund.
In-Store Purchases:
Please note that products purchased from Guiya Minerals retail locations cannot be returned or exchanged through our online returns process. If you have purchased Guiya Minerals products from a retailer, please contact them directly for their return process.
For any questions, difficulties, or further assistance regarding returns, please contact our Customer Care team at hello@guiyaminerals.com. Our team is here to help. Please refer to the Australian Consumer Law for more information on your rights and guarantees when buying products and services.
Thank you for choosing Guiya Minerals.
[Date of last update: 04-07-2023].