Refund policy
REFUND & RETURNS POLICY
At PDA Beauty, we want you to love every product you receive. If something isn't right, we're here to help.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
FAULTY, DAMAGED OR INCORRECT ITEMS
If your order arrives damaged, is faulty, or isn't what you ordered, please email hello@pdabeauty.com.au as soon as possible with your order number, a description of the issue and photos or a short video.
Once we've reviewed your request, we'll offer a replacement or refund in line with the Australian Consumer Law. If we need the item returned, we'll cover reasonable return postage.
We may not be able to offer a remedy where an issue was caused by misuse, incorrect application or use of incompatible products. This does not affect your rights under the Australian Consumer Law.
PRE-GLUED LASH CLUSTERS
Lash adhesion can be affected by how natural lashes are prepared. Before contacting us, we recommend checking that:
- Natural lashes were clean, dry and free of oil
- No SPF, eye cream, skincare or residue from previous lash products was on or near the lash line
- Clusters were applied following our application instructions
If you still believe your lash clusters are faulty, contact us and let us know how many clusters you've used and your lash preparation routine. Photos or a short video help us assess your request quickly.
EYEBROW PENCILS & BROW GEL
If your brow product arrives faulty (for example, a broken tip, dried-out formula or defective packaging), please email us with photos and your order number.
CHANGE OF MIND RETURNS
We accept change-of-mind returns on unused and unopened products within 30 days of delivery.
For hygiene reasons, we can't accept change-of-mind returns on opened or used products.
For change-of-mind returns:
- Please email hello@pdabeauty.com.au before sending anything back, and we'll provide return instructions
- Return postage is at your cost, and we recommend a tracked service
- Original shipping fees are not refunded
- Items are inspected on arrival and must be in their original, unopened condition
SKIN SENSITIVITY
If you experience irritation or a reaction, stop using the product straight away and seek medical advice if needed. Please email us with your order number, the product used and details of what happened, and we'll work with you on the next steps.
ORDER CANCELLATIONS
If you'd like to cancel your order, please email us as soon as possible. If your order hasn't been dispatched, we'll cancel it and refund you in full. Once an order has been dispatched, our change-of-mind return terms apply.
REFUNDS
Approved refunds are processed within 10 business days of receiving and inspecting the return, or of approving your claim if no return is needed. Refunds are issued to the original payment method. Depending on your bank, it may take a few extra days to appear in your account.
CONTACT US
Email: hello@pdabeauty.com.au