Returns, Warranty and Refunds
Returns, Warranty & Refunds
At The Online Beauty Warehouse, we are committed to providing high-quality products and excellent customer support. This page explains how to lodge a warranty claim, request a return, and understand your rights and responsibilities as a customer.
Need Help With A Product?
If your product has:
✅ Arrived damaged
✅ Arrived with missing parts
✅ Developed a fault
✅ Stopped functioning correctly
✅ Experienced a warranty-related issue
Please complete our Warranty Claim Intake Form and provide as much information as possible.
https://docs.google.com/forms/d/e/1FAIpQLSeYpzW1qc903KjJ1RCBk6WR66ENYQZp_vuhj6_d9nfLhtE8eg/viewform
Providing complete information helps us assess your claim more efficiently and reduces delays.
How Our Warranty Process Works
Step 1 – Submit a Warranty Claim
Complete our Warranty Claim Intake Form and provide:
● Invoice Number
● Product Details
● Description of the Issue
● Photos
● Videos (where applicable)
● Serial Number (if applicable)
Step 2 – Assessment
Our team will review your claim and determine whether any additional information is required.
Depending on the issue, we may:
● Provide technical support
● Request additional evidence
● Consult with the manufacturer or supplier
● Arrange inspection of the product
Step 3 – Resolution
Where a warranty claim is approved, resolutions may include:
● Technical support
● Replacement parts
● Product repair
● Product replacement
● Store credit
● Refund (where applicable)
The appropriate resolution will depend on the nature of the fault and applicable consumer laws.
Customer Responsibilities
To assist with the safe operation and longevity of your equipment, customers are responsible for following all product instructions, training requirements, maintenance procedures and safety recommendations.
Customers should:
● Follow all setup instructions.
● Follow all training requirements where provided.
● Follow cleaning and maintenance procedures.
● Use products only for their intended purpose.
● Report faults as soon as they are identified.
● Stop using products if safety concerns arise.
Failure to follow product instructions, maintenance requirements or safety recommendations
may affect warranty eligibility.
Important Equipment Requirements
Water-Based Equipment
Certain equipment requires the use of demineralised water as specified in product documentation and training materials.
The use of incorrect water sources may result in:
● Mineral build-up
● Internal blockages
● Pump failure
● Heating element damage
● Reduced performance
Damage caused by improper maintenance or failure to follow manufacturer requirements may not be covered under warranty.
Cracks, Structural Damage & Safety Concerns
If cracks, structural damage, leaks or electrical concerns are identified:
● Stop using the equipment immediately.
● Disconnect power where appropriate.
● Contact our team.
● Submit photographs and supporting information.
Continued use of damaged equipment may increase damage, create safety risks and affect warranty eligibility.
Training Requirements
Where training is provided or required, customers are expected to complete and follow the recommended operating procedures.
Improper setup, operation, cleaning or maintenance may affect warranty eligibility.
Warranty Policy
Our products are covered by applicable manufacturer warranties and Australian Consumer Law.
Warranty coverage applies to manufacturing defects and faults occurring under normal use during the applicable warranty period.
Warranty claims are assessed individually and may require:
● Photos
● Videos
● Troubleshooting
● Product inspection
● Supplier assessment
Warranty periods vary between products and manufacturers.
Warranty Does Not Cover
Warranty generally does not cover:
● Normal wear and tear
● Cosmetic damage occurring after delivery
● Improper use
● Neglect
● Misuse
● Accidental damage
● Water damage caused by improper use
● Failure to follow maintenance requirements
● Failure to follow training requirements
● Unauthorised repairs or modifications
● Damage caused by power surges or external events
● Consumable items unless faulty on arrival
Each warranty claim is assessed on its individual circumstances.
Returns Policy
We understand that occasionally a return may be required.
Return approval is required before any item is returned.
Items must be:
● In original unopened packaging
● Unused
● Complete with all accessories and components
● Packaged securely for return transit
Returns must be sent using a tracked shipping service. The customer is responsible for ensuring the item arrives safely.
Return Address
The Online Beauty Warehouse
ABN 80 790 494 742
3/1 Precision Drive
Molendinar, QLD 4214
Australia
Do not return products without first receiving approval from our team.
Change of Mind Returns
Change of mind returns may be considered at our discretion.
Where approved:
● The product must be unused.
● The product must be in original packaging.
● The product must be suitable for resale.
Restocking fees, freight costs and other charges may apply where permitted.
Please contact our team prior to returning any item.
Refund Policy
Refunds are assessed in accordance with Australian Consumer Law.
Where a refund is approved, it will generally be processed using the original payment method.
Refund eligibility may depend on:
● The nature of the issue
● Product condition
● Assessment outcome
● Applicable consumer rights
In some situations, repair, replacement or store credit may be offered instead of a refund.
Freight Damage
Freight damage must be reported within 48 hours of delivery due to courier investigation timeframes.
If your order arrives damaged:
1. Photograph the product.
2. Photograph the packaging.
3. Retain all packaging materials.
4. Contact our team within 48 hours.
5. Do not dispose of packaging until advised.
Failure to report freight damage within 48 hours may affect our ability to lodge an investigation with the courier.
Before Lodging A Warranty Claim
Please have the following available:
✅Invoice Number
✅Product Name
✅Serial Number (if applicable)
✅Photos of the issue
✅Videos of the issue (where applicable)
✅Description of the fault
Providing complete information helps us assess your claim more quickly.
Frequently Asked Questions
Do I need my invoice?
Yes. Your invoice helps us verify your purchase and warranty eligibility.
What if I do not have photos?
Photos are generally required for assessment wherever possible.
Can I continue using my machine?
If the product has cracks, leaks, electrical faults or safety concerns, stop using it immediately
and contact us.
How long does a warranty assessment take?
Timeframes vary depending on the nature of the claim and whether supplier involvement is
required.
Who pays return freight?
This depends on the circumstances of the claim and assessment outcome.
What happens after I submit a claim?
Our team will review the information provided and contact you if additional information is
required.
Start A Warranty Claim
If you are experiencing an issue with your product, please complete our Warranty Claim Intake Form.
https://docs.google.com/forms/d/e/1FAIpQLSeYpzW1qc903KjJ1RCBk6WR66ENYQZp_vuhj6_d9nfLhtE8eg/viewform
Our team will review your submission and guide you through the next steps.
