Returns and Refund Po.licy
At Tonahub Hair & Skincare, we take care to supply quality products. If something is wrong with your purchase, please contact us so we can assist you.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits your statutory rights.
Damaged, Faulty, Expired or Incorrect Items
Please check your order when it arrives and contact us promptly if a product:
- Arrives damaged or leaking.
- Is faulty or unsafe.
- Has passed its labelled expiry date when supplied.
- Does not match your order or its description.
We may assess the product before providing a remedy. For a major failure, you may choose a refund or replacement. For a minor failure, we will resolve the problem at no cost within a reasonable time. Further remedies may be available if we cannot do so.
Product reactions
If you experience irritation or an unexpected reaction, stop using the product and contact us. We will assess your concerns individually. A reaction does not automatically establish a product fault, but it does not exclude your consumer rights.
How to request a return
Call or send us a WhatsApp message on 0466 677 879 or 0468 335 548, providing:- Your order number or other proof of purchase.
- The product name and a description of the problem.
- Photos and the batch number, where available.
- Please contact us before posting a product so we can provide return instructions. This helps us manage your request and does not limit your legal rights.
Please report problems promptly. There is no blanket 7-, 14- or 30-day deadline for consumer guarantee claims; the applicable period depends on the product and circumstances.
Change of Mind
We do not accept returns or offer refunds or exchanges for change of mind, incorrect selection or personal preference where the product meets consumer guarantees.
For hygiene reasons, opened or used hair care and skincare products cannot be returned simply because you change your mind. This does not prevent you from returning a product that fails to meet a consumer guarantee.
How to Request a Return
Call or WhatsApp 0466 677 879 or 0468 335 548 with: Your order number or another form of proof of purchase.
The product name and details of the problem.
Photos of the issue, expiry date or batch number, where available.
Please contact us before posting an item so we can provide return instructions. Original packaging is not required for a consumer guarantee claim.
We encourage prompt reporting, but do not impose a fixed reporting deadline that overrides your rights under Australian Consumer Law.
Return Postage and Refunds
Where a product is confirmed to have a problem covered by consumer guarantees, we will reimburse reasonable return postage costs. Please retain your postage receipt.
Refunds will be issued to the original payment method unless otherwise agreed. Store credit will not replace a refund you are legally entitled to receive unless you choose to accept it.
Contact Us
Tonahub Hair & Skincare
Phone or WhatsApp: 0466 677 879 or 0468 335 548
Business hours:
Monday to Friday: 9 am – 5 pm
Saturday: 9 am – 2 pm
TONAHUB GROUP PTY LTD | ABN: 20696818621re available.