AUS & International
USA
Thank you for your purchase. Sienna Byron Bay (ABN 59 923 238 371) (we, us or our) is pleased to offer returns of our products in accordance with this Returns Policy
1. Cancelling Your Order
If you have changed your mind with your purchase, you may only cancel your order provided that we have received your written notice before we send out our shipping notification to you. Once we have sent out our shipping notification, you may not cancel your order.
The above do not apply to purchases of any products for shipping to the United States. Each cancelled order will be assessed at time of email receipt. Due to differing time zones and automatic order processing in the USA we may not be able to refund your order.
2. Change of Mind
Other than set out in section 1, we do not offer a refund or exchange on change of mind purchases.
3. Damaged or Faulty Items
Our products come with consumer guarantees that automatically apply under the Australian Consumer Law (ACL). If you are a “consumer” under the ACL, the following notice applies to you:
“Our goods come with warranties and guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or a refund for a major failure and for 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.”
If you believe your purchase fails to meet one or more of the consumer guarantees, such as if the product your purchased is faulty, not of acceptable quality, does not match the description provided or is not fit for purpose, then you may be entitled to a remedy under the ACL, which may include a refund or a replacement.
When providing a remedy under the ACL, proof of purchase is required.
The Australian Competition and Consumer Commission (ACCC) has issued detailed guidelines on when a product fails to meet a consumer guarantee, please check their website for more information.
We are committed to provide high quality products and have policies (including quality standards) in place to consider and determine whether a product is compliant with the Consumer Guarantees. Please return the item to us for our assessment to confirm any alleged issues. Please refer to section 3 to check how you may return a product to us.
We do not consider that a product is faulty, or not of acceptable quality under the following circumstances:
- the product has passed its expiry date;
- the product is being tampered with, such as mixed with other nail varnishes, nail polish remover or nail polish thinner;
- the product is not used in accordance with our recommended guidelines.
Some nail polishes (especially the lighter toned polishes) may take additional coats to achieve full coverage. Coverage and streakiness will not be considered faults if we have tested the returned product by applying the product in accordance with our recommended guidelines. The longevity of wear of nail polish may depend on the daily tasks that you undertake which may impact on nail polish adhesion and durability.
Our recommended guidelines about nail preparation and application may be found in the how to use beside each product and at
https://sienna.co/blogs/news/siennas-top-nail-polish-application-tips-tricks
If after assessment, we determine that the product fails to comply with the consumer guarantees, the full cost of the product will be refunded.
For products that are not eligible for a claim under the consumer guarantees, you may ask us to return the product to you, provided you cover the cost of return postage to you.
4. Please get in touch
If you believe our products are damaged or faulty, please let us know. We will be more than happy to assist. Please get in touch as follows:
(a) please reply to your order confirmation email or send an email to our customer service team at hello@sienna.co with your full name, order number and concern;
(b) our team will respond to your query and work through your concerns.
(c) to determine if the product is faulty, or not of acceptable quality, we will ask you to ship the products to: Sienna HQ Unit 3/18 Bonanza Drive, Billinudgel NSW 2483 Australia. Please do not return the product prior to our confirmation.
(d) once the product is received, we will conduct an assessment and notify you whether you are eligible for refund (or replacement);
(e) if you are eligible for a refund, we will process your refund at which stage you will receive a refund confirmation email.
5. Refunds
Any refund will be processed and returned to the same method of original purchase and can take 4-6 business days to show in your account depending on your payment gateway and the institution used.