Refund policy

At Ellie Zahra Beauty, we take great care in the formulation, presentation, and quality of every product in the Dust Collection. Please read the following policy carefully before making a purchase.

 

ORDER CHANGES & CANCELLATIONS

Once an order has been placed, it cannot be refunded. Please ensure all order details are correct before completing your purchase.

If you need to amend your order, please contact us as soon as possible at: elliezahrabeauty@gmail.com.

We process orders quickly, and once an order has been fulfilled or dispatched, changes are no longer possible.

NO REFUNDS FOR CHANGE OF MIND

Due to the hygienic nature of cosmetic products, we do not offer refunds or exchanges for change of mind purchases on any Dust Collection products.

In limited cases, store credit may be offered at our discretion. Store credit:

• Is issued to your customer account

• Can be used toward future purchases at elliezahrabeauty.com.

• Is not transferable and cannot be exchanged for cash

All purchases are considered final once completed.

 

PATCH TESTING, SENSITIVE SKIN & REACTIONS

We recommend performing a patch test prior to full use of any product, especially if you have sensitive skin. 

Apply a small amount of product to an inconspicuous area and monitor for 24–48 hours.

If you experience an adverse reaction:

• Discontinue use immediately

• Contact us within 7 days of receiving your order

• Provide clear photographs and relevant supporting information

Requests are assessed on a case by case basis. We may decline claims where products were not used as directed or where patch testing was not performed.

 

FAULTY, DAMAGED OR INCORRECT ITEMS

This policy does not affect your rights under Australian Consumer Law.

If your item arrives faulty, damaged, or not as described, please contact us within 14 days of delivery at: elliezahrabeauty@gmail.com.

We will assess the issue and offer a resolution in line with your legal entitlements.

Please note: minor cosmetic imperfections to outer packaging that occur during transit (such as light dents or creasing) do not affect product performance and are not considered faults.

 

RETURNS DUE TO INCORRECT ADDRESS OR NON-COLLECTION

If an order is returned to us due to:

• an incorrect or incomplete address

• refusal of delivery

• failure to collect from the courier or postal service

 

The following conditions apply:

• Original shipping fees are non-refundable

• Store credit may be issued for the product cost after inspection

• New shipping fees must be paid for redelivery

INTERNATIONAL ORDERS & CUSTOMS

International orders are shipped on a Delivery Duties Unpaid (DDU) basis unless otherwise stated.

Any customs duties, taxes, or import fees are the responsibility of the customer.

If an international order is returned due to refusal to pay customs charges:

• Shipping fees are non-refundable

• Store credit may be issued for the product value after inspection

• Processing time for international returns may take several weeks

Refusal of delivery does not constitute a change of mind return.

 

FINAL NOTE

By placing an order with Ellie Zahra Beauty, you acknowledge and agree to the terms outlined above. We encourage customers to review product descriptions carefully and contact us with any questions prior to purchase.