Return and Refund Policy

ONLINE

Eligibility for Returns
You may return most new, unopened items in resalable condition within 30 days of delivery for a full refund. Please ensure that the items are in their original condition to qualify for a return.

Please note that clearance items and change-of-mind purchases are not eligible for refund or exchange. 

Return Shipping Costs
If the return is due to an error on our part (e.g., incorrect item, defective item, or items with less than 6 months of expiry), we will cover the return shipping costs. Please note that shipping fees paid at the time of purchase are non-refundable.

Return Instructions
To initiate a return, please contact us with your order number and the details of the product you wish to return. We will promptly provide you with instructions for returning the item.

Refund Processing Time
Once your return is received, you can expect to receive your refund within 2-3 weeks. This period accounts for the shipping duration (3-5 business days), processing time once the return is received (3-5 business days), and the time required for your bank to process the refund (2-3 business days). In many cases, refunds may be processed more quickly.

If you have any further questions, do not hesitate to reach out to our customer service team [customerservice@tonymoly.com.au].

RETAIL

Change of Mind
Change of mind purchases are not eligible for refund or exchange.

Faulty Product or Adverse Reactions
If you receive a product that is faulty, damaged, or causes an adverse reaction, you may be eligible for a refund or exchange. To process your claim, we may request:

• A photo or description of the issue

• Proof of purchase (e.g., receipt, order confirmation)

• Refunds will be processed to the original payment method.

Conditions

• Refunds and exchanges must be requested within 14 days of purchase.
  

• Clearance or final sale items are not eligible for refund or exchange (unless faulty).

• Refunds and returns can only be made at the same store where the purchase was made.

• Proof of purchase is required for all returns and refunds.

If you have any questions or need to initiate a return, please feel free to:
📞 Call us at: (02) 9678 9840
💬 Or speak to one of our friendly team members in-store — we’re here to help!