Refund policy

RETURNS & REFUNDS POLICY

Last updated: 2 September 2026

At Redemption Haus, we want you to feel confident when purchasing your professional nail products from us. We take care when selecting, checking and packing every order, and we are committed to resolving any genuine product issues fairly and promptly.

This Returns & Refunds Policy explains how we handle change-of-mind returns, faulty or defective products, damaged orders and incorrect items.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law (ACL). Where your rights under the ACL apply, they take precedence over this policy.

1. Change-of-Mind Returns

If you change your mind about a purchase, Redemption Haus is happy to accept a return provided the following conditions are met:

• You contact us within 14 days of receiving your order.
• The product is unused, unopened and in its original saleable condition.
• The product is returned in its original packaging and with any included accessories, where applicable.
• You can provide proof of purchase.
• The product has not been damaged, contaminated or altered after delivery.

For change-of-mind returns:

• Return postage is the responsibility of the customer.
• Original shipping costs are not refundable.
• The product must be returned to Redemption Haus before a refund is processed.
• Once the returned product has been received and inspected, we will confirm whether it meets the requirements for a change-of-mind return.
• Approved refunds will be issued to the original payment method.

Change-of-mind returns do not apply to products that have been opened or used.

This change-of-mind policy is separate from your rights under the Australian Consumer Law. If a product is faulty, defective or otherwise fails to meet a consumer guarantee, the requirements for a change-of-mind return do not apply.

2. Faulty, Defective or Damaged Products

If you believe a product is faulty, defective or does not meet the consumer guarantees that apply under the Australian Consumer Law, please contact us as soon as reasonably possible.

Depending on the nature and seriousness of the problem, you may be entitled to a repair, replacement or refund.

We may ask you to provide photographs, videos, your order number or other information that helps us assess the issue.

Where appropriate, we may need to assess the product before determining the appropriate remedy.

If a product is confirmed to have a problem covered by the Australian Consumer Law, Redemption Haus will cover any reasonable return costs you have incurred in returning the product to us.

Your Australian Consumer Law rights are not limited by a specific warranty period or by the 14-day change-of-mind period outlined in this policy.

3. Products Damaged During Delivery

We take care when packing your order, but products can occasionally be damaged during transit.

If your order arrives damaged, please contact us within 48 hours of delivery, where reasonably possible, so that we can investigate the issue and assist you promptly.

Please provide:

• Your order number
• Photographs of the external shipping packaging
• Photographs of the damaged product
• A photograph of the shipping label
• A brief description of the damage

Please keep the original packaging until the matter has been resolved, as it may be required as part of a postal or courier investigation.

The 48-hour notification timeframe is intended to help us investigate shipping damage promptly and does not limit any rights you may have under the Australian Consumer Law.

4. Incorrect Products

We take care to ensure you receive exactly what you ordered.

If you receive an incorrect product, please contact us as soon as possible with:

• Your order number
• A description of the item you received
• A photograph of the product and packaging

If Redemption Haus has sent you the incorrect item, we will arrange the appropriate return and replacement at our expense.

Where a replacement is unavailable, we will work with you to arrange an appropriate alternative or refund.

5. Sale & Promotional Items

Sale and promotional products are subject to the same consumer guarantee rights as full-price products.

A product being discounted or purchased as part of a promotion does not remove your rights under the Australian Consumer Law.

For change-of-mind returns, sale or promotional items may only be returned where they meet the requirements outlined in Section 1 of this policy.

If a discounted or promotional product is faulty or otherwise does not meet the applicable consumer guarantees, your rights under the Australian Consumer Law continue to apply.

6. Opened or Used Products

Due to the professional nature of our products, we cannot accept change-of-mind returns for products that have been opened or used.

This includes products where the packaging, seal or protective components have been opened.

However, if an opened or used product is believed to be faulty or defective, please contact us. Opening or using a product does not automatically remove your rights under the Australian Consumer Law.

7. Products Damaged After Delivery

Redemption Haus is not responsible for damage caused after delivery through misuse, incorrect storage, improper handling, failure to follow product instructions or use outside the product's intended purpose.

Where a product has been damaged or altered after delivery by the customer, it may not qualify for a change-of-mind return.

This does not affect any rights you may have under the Australian Consumer Law.

8. How to Request a Return or Refund

To request a return, refund or replacement, please contact us using the contact details provided on our website.

Please include:

• Your full name
• Order number
• Product name
• Reason for contacting us
• Photographs or video where relevant
• Any other information that may help us assess the issue

Please do not send products back to us without contacting us first.

We will provide return instructions where a return is required.

9. Refund Processing

Once an approved return has been received and assessed, we will process any applicable refund.

Refunds will generally be issued to the original payment method used for the purchase.

The time it takes for the refunded amount to appear in your account may vary depending on your bank, card provider or payment platform.

Where a refund is required under the Australian Consumer Law, we will process the appropriate remedy in accordance with those requirements.

10. Returns Sent Without Prior Contact

Please contact Redemption Haus before sending any product back.

This allows us to provide the correct return instructions and ensure your return can be identified and processed efficiently.

Unsolicited returns may experience delays while we determine the reason for the return and match the product to the relevant order.

11. Australian Consumer Law

Redemption Haus complies with the Australian Consumer Law.

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

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.

Nothing in this Returns & Refunds Policy is intended to limit, exclude or replace any rights or remedies available to you under Australian law.

12. Contact Us

If you have a question about a return, refund, replacement or product issue, please contact Redemption Haus through the contact details provided on our website.

We are always happy to help resolve genuine product concerns as efficiently as possible.