Refund policy

Several of our products are made using butters and oils that can melt in warmer weather. Products that arrive soften or melted due to warmer weather are not considered defective or damaged as they still work the same. They can be stored in the fridge during warmer months to prevent melting. Always store in a cool, dry place to preserve the product.

You can always contact us for any return question at orders@emeraldbeauty.com.

Order 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 make it right.

Damaged items - Australia Post inspection requirement
If your order arrives damaged, please notify us immediately. Under Australia Post’s policy, all damaged parcels must be presented in full for inspection, including: 

• The damaged item(s)
• The original packaging (box, satchel, etc.)
• All protective materials (packing peanuts, bubble wrap, etc.)

Australia Post requires the complete parcel to assess packaging sufficiency. If the full parcel is not presented for inspection, we are unable to proceed with a refund or replacement. Only the person to whom the item is addressed can present the item. Please note that not all Australia Post Offices are able to complete damage reports. Please ask at your local outlet or look for Post Offices listed as Post Shops or Business Hubs in their locations list.

Let the person you speak with at Australia Post know that you have notified the business and are there to present the package for inspection. They will keep the items for assessment. Once you have taken the parcel to Australia Post, please let us know so we can follow up with them. Australia Post will provide us with an outcome within a few business days. Based on their assessment, we will then arrange either a refund or a replacement.

Wherever possible, we will offer you the choice between refund or replacement; however, the resolution may depend on the outcome provided by Australia Post.

Exceptions / non-returnable items
Due to the nature of our products being personal care products, we are not able to accept refunds or returns on opened products. We can only offer refunds on products that have arrived to you defective or damaged, or if you received the wrong product. Please inspect items upon arrival and contact us immediately if there are any issues with the product you have received. Make sure to include photos so we can properly assess the damage. We cannot offer refunds on products that arrived to you over 30 days ago. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards. "The Oops Collection" contains products that may not meet the standards for full priced sale. Any problems with the product or packaging are labelled in the product listing.

Refunds
We will notify you once we’ve received and inspected your return, or once Australia Post has provided an outcome of their assessment, and let you know if the refund was approved or not. Once approved, you’ll be refunded on your original payment the same day. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 14 days have passed since we’ve approved your return, please contact us at admin@emeraldbeauty.com.

Feedback
We are always looking to improve in any way we can, so if you have any feedback you'd like to provide, we'd love to hear it! You can contact us on any of our social media pages, or directly via email admin@emeraldbeautyaus.com.