Online Returns Instructions
We hope that you are delighted with your order. However, if you change your mind or are not entirely satisfied with your products purchased from Aveda Australia Online, you may return any item in its original, unused condition, with proof of purchase for a full refund or exchange within 14 business days from delivery (except in the case of damaged and faulty items - see below). Please note that refunds exclude any initial delivery charge and gift wrap charge, if applicable. Your rights under this Returns & Exchanges Policy are in addition to any rights or remedies you have under law, including the Australian Consumer Law and the New Zealand Consumer Guarantees Act 1993.
If you made your purchase through a partnered retailer (e.g. Adore Beauty, David Jones, Mecca or Sephora), a salon, or an airport location, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. You can view our list of authorised retail locations here.
Conversely, if you purchased products on Aveda Australia Online, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location.
We cannot accept returned goods that we reasonably believe have been used, except those covered by our Perfect Match Guarantee below or where there has been a breach of your Consumer Rights (see Damaged, Faulty or Incorrect Items below).
Refunds and Exchanges can take up to 14 business days to be processed after we receive your return. Refunds exclude any initial delivery charge and gift wrap charge (if applicable) and will be made against the original payment method used. Exchanges will be sent via standard shipping.
All promotional offers (including, samples, gift sets and bags, full size product, discounts) are only offered free of charge when supplied with an authorised and fully completed purchase. Any purchase that is cancelled and refunded, requires the customer to return the purchase including the free of charge item(s). Partially cancelled and refunded purchases require the customer to return the partially cancelled purchase including the free of charge item(s) if the final purchase amount is below the offer qualifier for the free of charge item.
An exchange can be made for an item of the same or lower value. Please specify the item you wish to exchange for when you return the product.
Return to Sender - if your order has been returned to us, we will email you to confirm your address details. Please allow up to 10 business days for your order to be redelivered. Please note, if your shipping address is a place of business, you need to specify the business name for error-free delivery.
The Returns Process
STEP 1. – Complete the Documentation
Click here to access the Returns Portal and complete all required details, including the items you would like in your exchanged order. Please note that we cannot accept returned goods that we reasonably believe have been used, except those covered by our Perfect Match Guarantee below or where there has been a breach of your Consumer Rights (see Damaged, Faulty or Incorrect Items below).
NEW ZEALAND CUSTOMERS – please contact us first to be given individual return instructions.
STEP 2. – Return the Product
You may return any item in its original, unused condition, with proof of purchase for a full refund or exchange within 14 business days from delivery (except in the case of damaged and faulty items - see below). Please note that refunds exclude any initial delivery charge and gift wrap charge, if applicable. Please ensure that the returned parcel is properly sealed and that you have completed the details in the Returns Portal. Please be sure to indicate whether you require a refund, exchange or replacement and the product you want in your exchange (if applicable).
STEP 3. – Processing the Refund
Refunds and Exchanges can take up to 14 business days to be processed after we receive your return. Refunds exclude any initial delivery charge and gift wrap charge (if applicable) and will be made against the original payment method used. Exchanges will be sent via standard shipping. Please allow 7-10 business days for delivery once the request has been processed. You will receive a confirmation email notification from our Customer Service Team.
Perfect Match Guarantee
Our Perfect Match Guarantee program is designed to help you find your perfect shade. Valid for foundation, concealer and powder products listed below, if your shade isn’t a perfect match, you may send it back to exchange for another shade. Exchanges are only offered on the same product purchased.
- Inner Light™ Mineral Tinted Moisture SPF 15
Click here to access the Returns Portal and return the product to arrange your free return and exchange for your perfect shade. Please indicate in the Returns Portal the shade you would like in your exchanged order. Exchanges will only be granted for items which are returned containing a minimum of 85% of the product within 14 business days from delivery. Please note a refund will not be available for the Perfect Match Guarantee program.
We reserve the right to cancel any order due to unauthorised, altered or ineligible use of the Perfect Match Guarantee offer, and to modify or cancel upon written notice any promotion due to any system error or unforeseen problems beyond our reasonable control. Other restrictions may apply and will be notified to you in writing.
Damaged / Faulty / Incorrect Items
As a consumer you have certain rights under consumer protection legislation, including the Australian Consumer Law (Consumer Rights). Nothing in this Returns and Exchanges Policy affects or limits your rights under the Australian Consumer Law.
You will be entitled (at your election) to a full refund or replacement of the same type of product (if reasonably available) or compensation for the drop in value of the item, if the items:
(a) are or become faulty through no fault of your own;
(b) are not fit for a stated purpose or a purpose you made known to us;
(c) don’t match our description or sample; or
(d) have defects that were not obvious, or we did not bring to your attention.
In the case of any other issue with a product, we can choose at our discretion to provide a refund, repair the product or give you a replacement product.
Please return the items by following the Return Process indicated above as soon as possible after you notice the problem.
This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location.
Returns for purchases made online will not be accepted for return or exchange at an Aveda salon or store. Your statutory rights remain unaffected.