Refund policy

At The Daily Groom and Beauty Australia, our mission is to provide Aussies with premium quality personal care products, while offering exceptional customer service.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If for some reason you change your mind and would like to exchange the item, the item arrives faulty, or you received the incorrect item/s then you may be eligible for a refund. A delay in the total transit time for your order to be delivered, caused by the courier or shipping company used for transporting your order, is considered a delay out of our control. Therefore, any refunds/returns requested as a result of such incident will be seen as a customer Change of Mind and will follow the same procedures as stated for Change of Mind returns, unless otherwise stated.

For all questions related to your refund or exchange, please contact our friendly staff at support@thedailygroom.com.au

Please note that to be eligible for a change of mind return, your item must be in the same condition that you received it, unworn or unused, unopened with tags, in its original packaging, and packaging sealed without cosmetic damages. You’ll also need the receipt or proof of purchase.

If your return request is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Due to current limitations from our delivery provider (Australia Post), please allow potential delay in receiving return and refund instructions. For change of mind returns, we require the customer to pay for the return postage costs and may issue an invoice as such, where once paid; we may process a return label and email it to the customer. All returns to be initiated using a return label generated by The Daily Groom and Beauty Australia.

To start a return, please contact us at support@thedailygroom.com.au


Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and come to a conclusion. We may require a photograph and/or video as proof of the damaged item. Once your issue has been investigated, we will, at our discretion, come to a conclusion as to whether the information provided by you (including any other relevant documentation such as images and other email attachments), proofs as a valid source of evidence clearly showing that the item/s are to be considered as faulty and/or damage in nature. Refunds are only considered/processed after your item/s have been returned to us and has been inspected.

Missing items

Once an order has been successfully marked as delivered by the courier, this means the package is no longer within the care of the courier and has become the sole responsibility of the customer. Any parcel missing/stolen or damaged by natural disasters (e.g. rain, storms, winds, etc.) after successfully marked as delivered by the courier are not covered or eligible for a refund or replacement by The Daily Groom and Beauty nor that of the logistics company who delivered the order.

Undelivered / delayed items

Orders not received within the estimated delivery timeframe, and as a result, the customer wish to proceed with a refund, are eligible for a refund only once the package has successfully been delivered to the customer's delivery address and successfully returned and delivered to us by the customer (See Change of Mind returns above for information on processing return labels).

Orders not delivered as a result of incorrect delivery address provided during checkout are eligible for a replacement item only once the package has been successfully returned to us by the courier and we have located it in our warehouse. Prior to a replacement order being sent to the customer, the customer may be responsible to pay any shipping fees and/or other related expenses, should any occur. Should the customer wish to proceed with a refund, however, the returned package was not successfully returned/delivered to us as a result of any nature, the customer may only be eligible for a partial-refund or no refund at all, depending on the loss to The Daily Groom and Beauty Australia. Please contact us for any further information.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Gift cards are non-refundable. Please get in touch if you have questions or concerns about your specific item. 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. To ensure correct process is followed, please contact us prior to proceeding with an exchange or return.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund is approved or not. If approved, you’ll be automatically refunded on your original payment method (unless otherwise agreed to, e.g. may be exchanged for a gift card if customer prefers). Please remember it can take some time (usually 5 business days) for your bank or credit card company to process and post the refund. It is also important to take into account delays caused by unforeseen circumstances such as lockdown limitations and postage service provider changes and limitations.