Our Return Policy forms part of, and must be read in conjunction with, our Terms and Conditions of sale. We reserve the right to change this Return Policy at any time.
OUR RETURN POLICY IS REALLY SIMPLE
At Fountain Cosmetics we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. We offer a 100% money back product satisfaction guarantee on products that are returned for any reason.
Our 100% money back guarantee expires after 30 days from the date of order.
YOUR RIGHT TO CHANGE YOUR MIND
We are committed to offering our customers the finest cosmetic products available. If you feel the products you received from our Online Store do not meet this expectation, you may return any item in its original condition for a full refund within 30 days from date of order.
Please call Fountain Customer Care on (+61) 2 9357 3004 or emailing firstname.lastname@example.org to obtain your return authorisation number (to be used at any Australia Post outlet).
WRONG ITEM RECEIVED/ ITEM NOT RECEIVED
We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you. Within the order packaging, you will find a dispatch note with details of your order.
If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by calling (+61) 2 9357 3004 or emailing email@example.com.
DAMAGED OR FAULTY ITEMS
Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you.
If you believe that the item is faulty, please contact us by calling (+61) 2 9357 3004 or emailing firstname.lastname@example.org. You will need to tell us exactly what the fault is and we will advise what to do next.
If you return items for reasons other than defects in the goods, or incomplete or incorrect delivery, you will be required to arrange and pay for the return of the items to us. We recommend that you always use a recorded-delivery service to return the products, as we will not process any refunds until we receive the products back.
If you require a refund, we will fully refund the price paid by you for the goods (inclusive of the initial delivery charge) within thirty (30) days of receiving your notification that you would like to return the products, provided that you have returned the goods to us in their original condition. This means 100% money back in case the product is truly faulty/damaged.
Refunds will only be made against the original credit/debit card used.
WHAT TO DO TO RETURN YOUR ITEM TO US
When you contact us, we will provide you with all the information you need to return the product to us.
Please package the item securely and include inside the package your order number, name and address.
Our Return address is:
P O Box 334
Please note that we can only refund the postage costs for returning an item when:
1. We sent you the wrong item; or
2. The item is damaged or faulty. (In which case we will provide you with a reply paid postal address and authentication number).
If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter.
Please contact Fountain Customer Care:
Phone: (+61) 2 9357 3004
Post: Customer Service Department,
Fountain Cosmetics, PO BOX 334 Potts Point,
NSW, 2011, Australia.