Returns & Refunds

We accept returns in the following circumstances:

• If the item you received is faulty or defective.
• If you received the wrong item due to our error.

We generally do not accept returns for change of mind.

Please choose carefully when selecting shades or product types. As per industry hygiene and safety standards, we’re unable to accept returns or exchanges for change-of-mind or incorrect shade selections.

Once a product has been shipped, it’s considered to have left our controlled environment. For quality control and safety reasons, we can’t accept returns or resell any product that has been outside our care; even if the packaging hasn’t been opened. This ensures that every customer receives products that are guaranteed to be new, unused, and uncompromised.

If you receive an item that is faulty, damaged, or not as described, please contact us within 7 days of delivery with your order number and a clear photo of the issue so we can resolve it quickly.
This timeframe helps us assess and address any delivery or manufacturing issues promptly.

Your rights under Australian Consumer Law aren’t limited by this timeframe; you’re always entitled to a remedy if a product is faulty, damaged, or not as described. Depending on the issue, we’ll offer a repair, replacement, or refund in line with those obligations.

For assistance, please email hello@neuebeauteco.com with your order number in the subject line.

• If the return is due to our mistake (e.g. incorrect or faulty item), we will cover the cost of return shipping.
• For all other approved returns, the customer is responsible for return shipping costs.

Returned items must be:

• In their original packaging
• Unworn/unused (except in the case of a manufacturing fault)
• Accompanied by your proof of purchase

We reserve the right to reject returns that do not meet these conditions.

Once your return has been received and inspected:

• Refunds will be processed to your original payment method within 1 – 2 business days.
• Replacements or exchanges will be shipped at no additional cost where stock is available.
• Store credit may be offered in cases where a replacement is not possible.

We take every care in packing your order securely. Unfortunately, we cannot accept responsibility for damage that occurs during transit.
If your parcel arrives damaged:

• Please lodge a claim directly with your local postal service.
• We are happy to provide any documentation you need to support your claim.

To initiate a return or exchange, please contact us at hello@neuebeauteco.com with your order number and details of the issue. We’ll guide you through the next steps.