Refund policy

We want you to love your products from Elle Hart Beauty. If something isn’t quite right, here’s how we handle returns, replacements, and refunds.

✨ Faulty Products

  • If your item is faulty (e.g., a cleanser pump not working), we’ll happily replace it with the same product.

  • Requests must be made within 30 days of purchase.

  • This covers packaging faults only, not reactions to the product itself.

✨ Incorrect Products

  • If you were accidentally sold the wrong product, we will replace it with the correct one at no cost.

  • This applies even if the item has been opened.

  • Requests must be made within 14 days of purchase. After this time, our team will guide you on how to use the product within your routine.

✨ Allergic Reactions

  • If you experience a reaction, you must notify us within 72 hours of it occurring.

  • Photo evidence is required so we can liaise with our supplier.

  • Eligible cases may receive a replacement product or store credit if:

    • The reaction was reported within 72 hours, and

    • The product was purchased within the last 30 days.

  • Reactions reported outside these timeframes, or without photo evidence, may not qualify for replacement or credit.

✨ Change of Mind

  • Under Australian Consumer Law (ACL), we are not required to offer refunds, exchanges, or credit if you simply change your mind.

  • Refunds or exchanges for change of mind are only possible when:

    • The product is unopened and unused.

    • The packaging is intact and not damaged.

    • The product is returned within 7 days of purchase.

✨ General Returns Process

  • To be eligible, items must be in the same condition you received them, with tags and in original packaging.

  • You’ll need a receipt or proof of purchase.

  • To start a return, please contact us at admin@ellehartbeauty.com.

  • Approved returns will receive instructions and, if applicable, a prepaid shipping label.

  • Items sent back without prior approval will not be accepted.

✨ Damages & Issues

Please inspect your order on arrival. Contact us immediately if the item is defective, damaged, or incorrect so we can fix it quickly.

🚫 Non-Returnable Items

  • Sale items and gift cards.

  • Custom orders or personalised items.

  • Certain beauty/personal care items once opened.

  • Hazardous materials, flammable liquids, or gases.

✨ Refunds

  • Once we receive and inspect your return, we’ll let you know if your refund has been approved.

  • Approved refunds are processed to your original payment method within 10 business days.

  • Please allow extra time for your bank or card provider to finalise the transaction.

  • If more than 15 business days have passed since approval, please contact us at admin@ellehartbeauty.com.