Returns & Refund Policy

At Zyraelle Beauty, we want customers to feel confident when shopping with us. This policy explains return eligibility, free return shipping, cancellations and how refunds are processed.

30-Day Return Window

Customers may request a return within 30 days from the date their order is delivered.

A return request must be submitted and approved before an item is sent back. Returns sent without prior approval or without the prepaid return label supplied by Zyraelle Beauty may not be accepted.

Change-of-Mind Return Eligibility

For a change-of-mind return, the product must:

Be unused, unopened and in its original condition
Have all hygiene seals, protective seals and packaging intact
Be returned in its original packaging
Include all components or accessories supplied with the product
Be accompanied by an order number or other proof of purchase
Show no signs of use, alteration, misuse or customer-caused damage

Sale-priced products are subject to the same eligibility conditions unless stated otherwise at the time of purchase.

Opened or Used Cosmetics

For hygiene and product-safety reasons, opened, unsealed or used cosmetics cannot be returned solely because of a change of mind, shade preference or personal preference.

This exclusion does not apply when a product is faulty, damaged, unsafe, incorrectly supplied or does not match its description. Those claims will be assessed in accordance with the Australian Consumer Law.

Accepted Reasons for Return

Returns may be requested for the following reasons:

The customer changed their mind and the product meets all change-of-mind eligibility conditions.
The product arrived damaged.
The product is faulty or defective.
The customer received an incorrect product.
The product is materially different from its description.
The sealed product is no longer wanted and remains eligible under this policy.

Shade and Appearance Differences

Product colours and shades may appear slightly different depending on screen settings, lighting and device display.

If a customer changes their mind about a shade, the product may be returned within 30 days only if it remains unused, unopened and fully sealed.

If a product is materially different from its description or the product ordered, contact us so the matter can be assessed under the Australian Consumer Law.

Damaged, Faulty or Incorrect Products

Customers should inspect their order after delivery. If a product arrives damaged, faulty or incorrect, contact us as soon as possible, preferably within 2 days of delivery.

Please provide:

The order number
A description of the issue
Clear photographs of the product, packaging and shipping label where possible

Reports received after 2 days will still be assessed in accordance with the Australian Consumer Law. Legal rights relating to faulty, damaged, unsafe or incorrectly described products are not limited to the 30-day change-of-mind period.

A faulty-product claim will not be rejected solely because the product has been opened, used or is no longer in its original packaging.

Free Return Shipping

All approved returns are completely free.

After approving a return, Zyraelle Beauty will email the customer a prepaid return shipping label and return instructions. There are no return shipping fees, restocking fees or hidden return charges.

Customers must use the label provided by Zyraelle Beauty and follow the supplied instructions.

How to Request a Return

To request a return:

Email support@zyraellebeauty.store use our Contact Us page or contact us through Live Chat.
Provide the order number, product name and reason for the return.
Include clear photographs if the product is damaged, faulty or incorrect.
Wait for return approval and the prepaid return label.
Package the product securely and attach the provided label.
Lodge the parcel according to the return instructions and retain the return receipt or tracking confirmation.

Do not send a return independently or use a different address or shipping label.

Return Address

The correct return address will be printed on the prepaid return label supplied after the return request is approved.

The public business address shown on our website is not automatically the return destination. Customers should only send returns to the address shown on the Zyraelle Beauty prepaid label.

Return Inspection

After the returned item is received, we will inspect it and notify the customer whether the return has been approved.

For change-of-mind returns, items that do not meet the stated eligibility conditions may be declined. This does not affect any rights available for faulty or non-compliant products under the Australian Consumer Law.

Refund Method and Timing

Approved refunds will be issued to the original payment method within 10 business days after the return has been inspected and approved.

We do not issue cash refunds or refund payments to a different card or account.

After Zyraelle Beauty issues the refund, the customer’s bank or card provider may require additional time to display the funds. If the refund has not appeared after the payment provider’s normal processing period, contact us for assistance.

Refund Amount

Approved returns will receive a refund for the eligible product amount paid.

There are no deductions for the prepaid return label and no restocking fees. Original standard shipping is free and therefore does not create a separate shipping refund.

Exchanges

Zyraelle Beauty does not offer direct exchanges for change-of-mind, shade preference or ordering errors.

Customers may return an eligible product for a refund and place a new order for the preferred item.

This does not exclude any repair, replacement, refund or other remedy that may be required under the Australian Consumer Law for a faulty or non-compliant product.

Order Cancellations

An order may be cancelled for a full refund if the cancellation request is received and completed before dispatch.

Once an order has been dispatched, it cannot be cancelled. The customer must follow the return process described in this policy.

Cancellation and delivery information is also available in our Shipping Policy.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the nature of a product problem, a customer may be entitled to a repair, replacement, refund or another remedy. Nothing in this policy excludes, restricts or modifies those rights.