Fanola Orotherapy Gold Illuminating Duo 300ml

**Please Choose Carefully**
We do not offer refunds for changes of mind or incorrect selections. However, if an item is faulty, incorrectly described, different from a sample, or does not perform as intended, you can opt for a refund or exchange.

**Important**: Keep your original receipt as proof of purchase. All returns must be unopened, unused, and in original condition (unless faulty). Returns must be initiated within 14 days of delivery, except for faulty items covered under warranty.

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RETURNING A FAULTY OR INCORRECT ITEM

Contact Us
To initiate a return, please email us at customerservice@fanolaaustralia.com.au with your order number and a photo or short video of the issue. Please contact us before sending back your item to streamline the process.

Next Steps
A Customer Service representative will respond via email with instructions for your return.

Pack and Send
Carefully package your item to ensure it arrives safely. You may reuse your original packaging or a similar-sized box. Follow the emailed instructions to print your return shipping label and attach it to the front of the box.

Drop off your parcel at an Australia Post Outlet, a free-standing post office box, or in your parcel locker.

PROCESSING RETURNS

Typically, returns from metropolitan areas reach us within 7 business days, while those from regional or remote areas may take longer. We will process your exchange, refund, or store credit within 2 business days of receiving your return.

You will be notified once your return is complete.

CUSTOMER RESPONSIBILITY

It is the customer’s responsibility to recover items deemed unacceptable by Fanola Australia (unless faulty) or returned outside the specified timeframe. Fanola Australia will not cover costs for returns of items in unacceptable condition and is not responsible for lost return items. We recommend using registered post for returns.

EXCLUSIONS

Gift cards and promotional codes cannot be returned or exchanged and are not applicable to exchanges. Once we receive your returned item in acceptable condition (unless faulty), we will process your refund or exchange.

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WARRANTIES & REPAIRS

All warranties are provided by the manufacturer, who sets the warranty terms and periods, which can vary by product. Fanola Australia cannot control or advise on these warranties and will strive to handle claims promptly, keeping you updated. If an item cannot be repaired, a replacement or refund will be offered.

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CONDITION OF SALE

Fanola Australia offers a back-to-base warranty on all products. Shipping costs for warranty claims are the customer's responsibility. Once a warranty claim is accepted, you’ll receive email updates about the repair or replacement process. If a warranty claim is denied, the customer will incur costs for repairs and return shipping. We will replace any items that are dead on arrival within 7 days of receipt. Warranty claims will be denied for items that have been intentionally damaged or misused.

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ALLERGY RETURNS

If you experience an allergic reaction to a product, please contact our customer service team at customerservice@fanolaaustralia.com.au and stop using the product immediately. Your feedback will assist us in addressing the issue with the brand and finding a solution for you.

Please include:
- Your order number or receipt
- The name of the product causing the reaction
- Details of the symptoms
- Photos of the product
- Photos of the affected area

**Note**: Products returned due to allergies must be less than 20% used.

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QUESTIONS

For any enquiries, please reach out to our customer service team at customerservice@fanolaaustralia.com.au or call us at (02) 9882 3100 (9am - 4:30pm AEST, Monday to Friday, excluding public holidays).