Refund policy

At Pure Base Beauty, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help.

Your Rights Under Australian Consumer Law

As an Australian business, we fully respect your consumer rights.

Nothing in this policy limits your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded. If a product is faulty, not as described, or fails to do what it's supposed to, you are entitled to a repair, replacement, or refund.

1. Return Eligibility

We accept returns when the following conditions are met.

  • The request is made within 7 days of receiving your order
  • The item is unused, unopened, and in its original packaging
  • The product is in the same condition as received
  • Proof of purchase (order confirmation or receipt) is provided

2. Non-Returnable Items

For hygiene and quality reasons, some items cannot be returned for change of mind.

  • Used or opened products
  • Items damaged due to misuse or improper handling
  • Clearance or final sale items (if applicable)

Please note: clearance or final sale items cannot be returned for change of mind, but you are still fully covered if the item is faulty, damaged, or not as described.

3. Return Process

Follow these simple steps to start your return.

  1. Contact us at ghada@purebasebeauty.com with your order details
  2. Our support team will review your request
  3. If approved, you will receive return instructions

Please do not send items back without approval.

4. Refund Process

Here's how your refund is handled once we receive your item.

  • Once we receive and inspect your returned item, we will notify you of the approval status
  • If approved, your refund will be processed within 5–7 business days
  • Refunds will be issued to your original payment method

5. Shipping Costs

Please review who covers shipping costs for returns.

  • Customers are responsible for return shipping costs unless the item is defective or incorrect
  • Original shipping charges are non-refundable

6. Damaged or Incorrect Items

If something arrives wrong, we'll make it right quickly.

  • Contact us within 14 days of delivery
  • Provide clear photos as proof
  • We will offer a replacement or full refund at no extra cost

7. Late or Missing Refunds

Haven't received your refund yet? Try these steps.

  • Check your bank account again
  • Contact your payment provider (processing times may vary)
  • If the issue persists, contact us at ghada@purebasebeauty.com

8. Contact Information

We're always here to help with any return or refund questions.