Returns & Exchanges

RETURNS POLICY

We hope that you will be delighted with your SUZI WHITE purchase. If you change your mind about your purchase, you are welcome to return your product to us within 14 days of your purchase date.

Refund - if product returned is in a new, unused, and resaleable condition

Exchange/store credit - if product returned has been lightly sampled, opened, or unwrapped

To be able to return or exchange a product, you must provide a valid proof of purchase (e-invoice, SW Community account history or gift voucher).

HOW TO MAKE A RETURN

VIA POST

Check that you meet the above return conditions.

Find your order/invoice number located on your confirmation/shipment email, or in My Orders in your SW Community Account order history (Add in link to page)

Print your Australia Post return label. Don't have a printer? You can print your label at the Post Office - just present your returns label email (on your phone) at an Australia Post outlet.

Organise your free return. Package your items securely and attach the return label emailed to you.

Drop off your return at any Post Office, Post Box or Parcel Locker.

CONSUMER GUARANTEES

Our products come with the consumer guarantees found in the Australian Consumer Law which cannot be excluded, including guarantees that the products will be of acceptable quality. The consumer guarantees are not affected by our change of mind policy above.

In the unlikely event that you receive products from us that do not comply with the consumer guarantees, we will provide you with a refund or exchange based on the below:

If we consider that the product has a major failure under the Australian Consumer Law (eg. the product is unsafe, does not fit the description or is not fit for purpose), you can return it and receive your choice of a refund or an exchange, and compensation for any other reasonably foreseeable loss or damage.

If we consider that the product has a minor failure under the Australian Consumer Law (eg. the product's packaging is cracked but does not affect the safety or use of the product), we will provide you with our choice of a refund or exchange.

Where a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and SUZI WHITE may choose not to provide a refund, exchange or repair (if applicable).

SUZI WHITE will require proof of purchase before providing a remedy under the Australian Consumer Law.

Consumer guarantees cannot be excluded or limited and are in addition to any manufacturer’s warranties or extended warranties purchased by, or given to, you.

RETURN FAQS

What can I use as proof of purchase

e-tax invoice, or SW Community account Order History

What do you mean by "lightly sampled"?

"Lightly sampled" means a product may have some signs of minor wear or use but must not be damaged unless you received the product in this condition.

I’ve received a product as a gift but it's not quite what I’m after. Can I return it?

Gifted products can be returned for an exchange or gift card within 30 days provided you have a gift receipt as your proof of purchase and the product is unused or only lightly sampled. Unfortunately, refunds are not available for gift returns.

How will I receive my refund?

All refunds will be processed via the original payment method. If you would like to return a product that was purchased using a SUZI WHITE Gift Card or eGift Card, your refund will be credited in the form of another SUZI WHITE Gift Card. A SUZI WHITE Gift Card is valid for 12 months from date of purchase. Costs of delivery, if any, will not be included in the refund.

How long will my return take?

For returns via post, products typically take 7 to 10 business days. You will be able to track the delivery of your return via the Australia Post tracking number supplied when you book your return. Once your return is received, it will be processed within 7 to 10 business days. Your bank may take a further 3 to 5 days to clear the funds back into your account.

We apologise for any inconvenience this may cause, and we appreciate your patience as we work to process all returns as quickly as possible.

What if my order contained an aerosol?

When purchasing aerosols online, please be aware that they must be returned or exchanged in-studio or sent via road post.

PRIVACY

SUZI WHITE is committed to protecting your privacy. You may be asked to provide valid photo identification when returning a product so that we can record your name, address, and other identification details. The Personal Information (as defined in the Privacy Act 1988 (Cth)) collected will be stored and used in accordance with the SUZI WHITE Privacy Policy LINK TO PRIVACY POLICY