Refund policy

1. RETURN AND REFUND POLICY

This policy complies with the Australian Consumer Law (ACL) for Australian customers and applicable US federal and state consumer protection laws for US customers. Nothing here removes or limits any statutory right you hold.

We assess all returns under two tracks:

  • Track A — Statutory Claims: Products that are faulty, damaged in transit, not fit for purpose, or materially not as described
  • Track B — Change of Mind: You changed your mind, ordered incorrectly, or no longer want the item

Important Notice — Opened Topical and Skincare Products

Our products include topical creams and skincare formulations. For hygiene and safety reasons, any product that has been opened, unsealed, or used in any way is strictly ineligible for change-of-mind return under Track B, with no exceptions. This applies regardless of how much of the product has been used. Opened products may still be eligible for a remedy under Track A if a genuine product fault is identified.

Track A — Statutory Claims (Faulty, Damaged, or Not as Described)

Australian customers: Under the Australian Consumer Law, you are entitled to a remedy if a product has a major failure or does not meet a consumer guarantee. We honour these rights in full.

US customers: Under applicable federal and state consumer protection laws, including FTC regulations and relevant state statutes, you are entitled to a remedy where a product is materially defective or materially not as described. Customers in certain states (including California) may have additional rights. Nothing in this policy limits those rights.

To be eligible for a Track A claim, the defect or issue must be an inherent product fault present at the time of delivery. Track A does not cover issues arising from improper storage, misuse, application contrary to product instructions, individual skin sensitivity unrelated to a product defect, or normal product variation.

To assess your claim and protect against fraudulent submissions, we require the following for all Track A claims:

  1. Your order number and the email address used at checkout
  2. A clear written description of the fault, defect, or discrepancy and when it was first discovered
  3. Photographic evidence of the issue from multiple angles
  4. A photo of the item as received, including all packaging
  5. Video evidence demonstrating the issue may be requested where photographs alone are insufficient

Process:

  • We will acknowledge your claim within 3 business days
  • We may request additional evidence or information within 5 business days of your submission
  • We will advise the appropriate remedy within 10 business days of receiving complete information
  • For major failures, you may choose a full refund, replacement, or compensation for the drop in value
  • For minor failures, we may elect to repair or replace rather than refund, at our discretion
  • If a return is required, we will provide a prepaid return label or reimburse reasonable return postage
  • No restocking fee applies to Track A claims

Notification: Please notify us as soon as reasonably practicable after discovering a fault. Your statutory rights are not extinguished by reasonable delay in notification, but early contact helps us resolve your claim faster and investigate with our suppliers where relevant.

Sale items: Consumer protections apply equally to sale and discounted items under both Australian and US law. Sale status does not affect your statutory rights.

Track B — Change of Mind

We are under no legal obligation to accept change-of-mind returns. We offer this option solely as a discretionary goodwill gesture and reserve the right to decline any change-of-mind request at our sole and absolute discretion, including where all stated conditions appear to have been met. The availability of this option does not constitute a right, does not set a precedent, and may be withdrawn by Tsuki at any time without notice.

Opened, unsealed, or used products are strictly ineligible. See the Important Notice above.

For unopened products only, change-of-mind returns may be considered subject to all of the following conditions being satisfied without exception:

  1. Request submitted within 14 days of the confirmed delivery date
  2. Contact us at thetsukisupport@gmail.com before sending anything back — returns sent without prior written approval will be refused and returned at your cost
  3. Item must be completely unopened, unused, and in its original factory-sealed condition with all original tags, accessories, and packaging intact and undamaged
  4. You must provide all of the following before approval will be considered:
    • Your order number and the email address used at checkout
    • A video of the item in its original sealed, unopened condition showing all sides of the product and packaging
    • A photo of the original inner and outer packaging
    • A photo of the shipping label as received
    • A written explanation of your reason for return
  5. A verification period of up to 7 business days applies after submission. We may request further evidence or information during this period. Failure to respond within 5 business days will result in permanent closure of your claim with no further right of review
  6. If approved, you must return the item within 7 days of receiving our written approval, using tracked postage at your expense
  7. A 20% restocking fee will be deducted from the refund amount
  8. Upon receipt, the item will be physically inspected (allow up to 7 business days). If the item is found to have been opened, used, or is not in the condition represented, the return will be rejected, the item returned to you at your cost, and no refund will be issued
  9. Tsuki's assessment of any Track B claim is final. Approved refunds may be issued as store credit at Tsuki's sole discretion in lieu of a monetary refund

Strictly ineligible for change-of-mind return:

  • Any product that has been opened, unsealed, or used in any way
  • Items showing any signs of use, alteration, or handling beyond initial inspection
  • Items missing original tags, seals, accessories, or packaging
  • Digital products or gift cards
  • Items purchased during a promotional sale or with a discount code
  • Items marked as final sale at the time of purchase

60-Day Quality Guarantee

Our 60-Day Quality Guarantee gives you 60 days from delivery to identify and report a genuine product fault under Track A (statutory claims) only. It covers products that arrive faulty, damaged, not fit for purpose, or materially different from their description as a result of an inherent product defect.

This is a quality and fault guarantee. It does not entitle you to a refund for change of mind, dissatisfaction with results, or any reason other than a genuine product defect. It does not extend the Track B change-of-mind window, which remains 14 days and applies to unopened products only.

Where our advertising or promotional material references a "60-Day Guarantee," this refers exclusively to this product quality and fault claims window as described above, and to no other right of return or refund.

FTC Compliance — US Customers

In accordance with the FTC Mail, Internet, or Telephone Order Merchandise Rule, if we are unable to ship your order within the timeframe stated at checkout, we will notify you by email and give you the option to accept a revised shipping date or cancel for a full refund. If you do not respond within the period stated in our delay notice, your order will be treated as cancelled and a full refund issued to your original payment method.

Refund Processing

Approved refunds are processed to the original payment method only. We do not issue refunds to alternative accounts, gift cards, or cash. Allow 5–10 business days after approval depending on your financial institution.

Chargebacks and Payment Disputes

We encourage you to contact us at thetsukisupport@gmail.com before initiating any payment dispute — most issues are resolved faster through direct communication. If you initiate a chargeback, we reserve the right to provide your bank or payment provider with all relevant evidence, including these published policies, delivery confirmations, and records of prior communication. This is our lawful right as a merchant and does not affect your statutory rights or your right to dispute a charge with your financial institution.

Fraudulent Claims and Policy Abuse

Submitting false, fabricated, or exaggerated return or refund claims — including providing misleading photographs or descriptions, falsely claiming non-delivery, or initiating unwarranted chargebacks — constitutes fraud. Tsuki reserves the right to:

  • Permanently ban any customer found to have submitted a fraudulent or abusive claim from making future purchases
  • Report fraudulent activity to relevant authorities
  • Pursue recovery of any losses, including costs incurred in investigating and contesting fraudulent claims, through all available legal means

A history of refund or dispute requests across multiple orders may, at our discretion, be treated as indicative of abuse and result in future orders being declined.

Incorrect Address

You are solely responsible for providing an accurate delivery address at checkout. Orders dispatched to an incorrect address provided by you are not eligible for a free replacement or refund. If an order is returned to us due to an incorrect address, reshipment may be arranged at your cost.