Returns and Refunds
If you’re looking to return or exchange your order, we're here to help! We offer returns or exchanges within 7 days from the delivery date (This will be based on Australia Post tracking). You can return your product for a different product, or a refund to the original payment method.
Please note the following exceptions to our return and refund policy:
- Discounted items are final and cannot be returned or exchanged
- Returned items must be returned in original product packaging
- Returned items must have no visible signs of wear or use
CUSTOMER CHANGED HIS/HER MIND -
Your order has been delivered and you changed your mind about the product and want a refund, you must notify us within 3 days from delivery date (based on Australia Post tracking). The customer agrees to pay us back the Free Shipping costs incurred in the original order which will be deducted before the final refund amount. Customer must ship the item/products within 7 days upon confirmation by seller. Shipping fees in all returns will be shouldered by the customer. Once the product/item has been returned and received by the seller in good condition, the refund will be processed within 24-48 hrs.
- CUSTOMER NOT SATISFIED WITH PRODUCT - Please note that Tita Guapa’s House of Beauty Products provide photos and product description for general information purposes only. We are a RESELLER of various brands, WE ARE NOT THE MANUFACTURER. Therefore, we suggest that customers DO NOT SOLEY RELY on the information on our website about each product. It is the responsibility of customers to do their own research about product purpose, ingredients, material safety and data sheet, etc. to find out more information about the product and if it suits your needs. If you have used the product and later decides that you do not want it and want a refund - please note that we will not provide refund for product that has already been used.
- CUSTOMER WANTS TO CANCEL ORDER - This is only applicable if your confirmed order has not yet been dispatched. We will cancel your order and process full refund within 48 hours to the original payment method. However, if your order has already been dispatched and want the parcel to be returned to us, it is the responsibility of the customer to contact Australia Post and organize and request to re-route the shipping address.
- DAMAGED PRODUCT/ CONTENT - All orders are packed carefully and securely as possible. If you find any damage in the product, please take photos and video and send to us immediately via our contact us page. This must be done no longer than 3 days from Australia post delivery date. If eligible, we will process refund within 48 hours after investigation.
- DAMAGED PACKAGING - Please note that certain products will have some tears in their packaging/boxes that may happen during international/local shipping and due to customs check. However, rest assured that the content inside are intact and undamaged. Some of these products are Glutalipo drinks, Rejuvenating Sets, and other beauty sets in boxes. This notice is stated in each product page to warn customers and help you decide prior to purchasing. If you want a refund for this reason, please follow the guidelines for “CUSTOMER CHANGED HIS/HER MIND”
- DELAYED PARCELS - please note that shipping delays caused by the courier is out of our control. Tita Guapa’s will not be held liable for any refund resulting from delayed parcels; however, we are happy to assist you in lodging a customer inquiry/complaint with Australia Post.
To initiate a return or exchange, please complete the following steps:
- Send us an email to firstname.lastname@example.org or contact us via our website chatbox, social media messengers
- Your message must contain the following details:
- 1. CUSTOMER DETAILS
- 2. CONTACT NUMBER,
- 3. ORDER NUMBER
- 4. ITEM(s) YOU WISH TO RETURN and
- 5. REASON FOR RETURN.
- 6. INCLUDE PROOF/EVIDENCE by attaching clear photos and videos of item(s) in question