At Personal Tanner, we want you to feel confident shopping with us. If something is not right, please contact us and we will do our best to help.

This policy works alongside your rights under the Australian Consumer Law. Nothing in this policy excludes or limits any rights you may have under that law. Consumers in Australia have rights to remedies such as repair, replacement, or refund when a product has a major problem, and businesses cannot take those rights away through store policies.

Change of Mind

We do not offer refunds for change of mind on:

• opened products

• used products

• unsealed items

• tanning, skincare, or body products that cannot be resold for hygiene reasons

• sale or clearance items

For unopened and unused eligible retail items, we may approve an exchange or store credit at our discretion within 14 days of delivery, provided the item is returned in original condition and original packaging.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery at [insert email] with:

• your order number

• a description of the issue

• clear photos of the item and packaging

If the product is confirmed to be faulty, damaged, or not as ordered, we will offer an appropriate remedy in line with Australian Consumer Law. Depending on the issue, this may include a replacement, repair, refund, or store credit.

Items That Cannot Be Returned for Hygiene Reasons

For hygiene and safety reasons, we do not accept returns for change of mind on opened or used:

• tanning products

• body products

• face products

• skincare items

• intimate or personal-use accessories

This does not apply where a product has a fault or another remedy is required by law.

Sale Items

Sale, discounted, promotional, and clearance items are not eligible for change-of-mind returns unless required by law. The ACCC has warned businesses that blanket “no refunds ever” terms can be misleading where consumer rights still apply.

Return Conditions

Where a return is approved, items must be returned:

• unused

• in original packaging

• in original condition

• with proof of purchase

We reserve the right to decline returns that do not meet these conditions, unless the return relates to a product issue covered by law.

Return Shipping

If the return is due to a change of mind, return postage is the customer’s responsibility.

If the return is due to a faulty, damaged, or incorrect item, we will advise the next steps and, where appropriate, cover reasonable return shipping costs.

Refund Timeframes

If a refund is approved, it will be processed to the original payment method unless otherwise agreed. The ACCC notes that refunds should generally be provided in the same form as the original payment, unless both sides agree otherwise.

Contact

For returns or refund enquiries, email [insert email].