REFUNDS & RETURNS POLICY
We want every Misteria experience to be seamless, so this policy outlines our clear and fair approach to refunds, returns, and exchanges.By placing an order, you agree to the following terms.
Refunds & Returns
Misteria Beauty does not accept refunds or exchanges for change of mind, incorrect selection, or any used/opened goods.
This includes but is not limited to lash trays, adhesives, tweezers, tools, apparel, salon decor or digital products.
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To request a return in exceptional circumstances, the item must be unused, unopened, and in its original packaging, and you must contact us within 24 hours of delivery via contact@misteriaco.com.au with your order number, name, and photos/videos of the product.
Damaged Goods
In the rare event that an item arrives damaged or defective, please email us within 24 hours of delivery with clear video/photo evidence before the product is used or altered.
If damage is confirmed as a manufacturing fault, we will liaise directly with our manufacturer to arrange a replacement or reasonable resolution.
We may require the item to be returned for inspection before any decision is made.
Please note: failure to follow manufacturer installation, care, or maintenance instructions (including cleaning, storage, or assembly) voids any eligibility for replacement or compensation.
Exchanges
Exchanges are considered only for unused items returned in original packaging, and are subject to stock availability.
All return shipping costs are the customer’s responsibility unless otherwise confirmed by Misteria Beauty.
Proof of Delivery
Misteria Beauty considers an order delivered once the carrier marks it as “delivered” to the provided address. We are not responsible for lost or stolen parcels after confirmed delivery.
Exchanges
Exchanges are considered only for unused items returned in original packaging, and are subject to stock availability.
All return shipping costs are the customer’s responsibility unless otherwise confirmed by Misteria Beauty.
Salon Decor
For salon furniture or electrical equipment, Misteria Beauty’s role is as a reseller, not manufacturer.
All troubleshooting or technical repairs must follow the manufacturer’s provided instructions.
Installation, maintenance, and technician call-outs are the responsibility of the purchaser.
Any issues must be reported within 7 days of delivery with video evidence before use or installation.
All return shipping costs are the customer’s responsibility unless otherwise confirmed by Misteria Beauty.
Time Frames
All refund/return requests must be made within 24 hours of delivery confirmation.
We cannot accept claims lodged weeks or months after purchase or after products have been installed, used, or stored in salon environments.
Non-Refundables
Certain categories are strictly non-refundable:
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Lash & brow products (adhesives, tools, tint, etc.)
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Apparel, digital downloads, or promotional bundles
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Salon decor & equiptment
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Items purchased during clearance, sale, or promotional events
Warranty
Unless explicitly stated, Misteria Beauty does not offer or imply any manufacturer warranty.
Any applicable manufacturer warranties are handled directly with the manufacturer and are not the responsibility of Misteria Beauty.
All return shipping costs are the customer’s responsibility unless otherwise confirmed by Misteria Beauty.
Misteria Beauty reserves the right to decline refunds or replacements if evidence of use, installation, or modification is present; the claim falls outside the 24-hour window; or the product issue results from improper care, storage, or third-party installation.
All claims require supporting evidence (photos/videos) before any resolution is assessed.
Lack of evidence or failure to follow troubleshooting instructions may result in the claim being declined.
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This policy aligns with Australian Consumer Law (ACL).
Our goods come with guarantees that cannot be excluded under ACL. However, misuse, neglect, or failure to follow product instructions are not covered.