Returns Policy

We hope that you will LOVE your recent purchase from WMM. Please read the information below about order changes, returns and refunds.

This policy applies to purchases through our website and orders placed directly with us, including bulk and unlabelled products, branded products, custom formulations, packaging, accessories and samples. Any specific terms separately agreed in writing also apply.

 

Do we accept change-of-mind returns?

We do not offer refunds, returns, exchanges or store credits for change of mind. This includes ordering the wrong product, shade or quantity, no longer needing the products, changes to your business plans, or deciding that you need the stock at a later date.

This applies even if the products are unopened or unlabelled, subject to your legal rights and the order-change process below.

Any products with direct printing, labels or custom formulation do not qualify for returns.

Can I cancel or reduce my order?

Please contact sales@wholesalemineralmakeup.com.au as soon as possible if you wish to change, reduce or cancel your order.

Before production or packing begins, we may agree to your request. Any proposed charges for reasonable, unrecoverable costs incurred specifically for your order will be explained and agreed with you before a voluntary change or cancellation is confirmed.

Once mixing, manufacturing, filling, printing, labelling or packing has commenced, we do not accept change-of-mind cancellations or quantity reductions for the affected products.

This applies to standard formulas, bulk and unlabelled products, as well as branded and custom-formulated products.

Changes are only confirmed when we accept them in writing. Unless a change is agreed, your original order remains in place, subject to your legal rights.

 

What if my product arrives damaged, is different to what I ordered, or is faulty?

At WMM we strive to provide high quality products - however there will always be instances beyond our control where products will be faulty, become damaged in transit, or accidentally mixed up with another item in the warehouse.

In the event that this has occurred, we will always offer to replace, refund or store credit for the affected items. Please follow the steps below:

1. Please take a photo of the affected item/s

2. Contact WMM at sales@wholesalemineralmakeup.com.au within 7 days of receiving your item notifying your intention to return your products and we will work together to get the best resolution for you.

 

What if my product never arrived, or my package arrived but was missing an item/s?

Your items are picked, packed, and then sent out to you through various couriers. We endeavour to have your package arrive to you as quickly as possible, and in perfect condition. Please allow up to 7 business days for delivery – Australia is a large country and the farther regions may occasionally take a little longer.

However there is always an element of human error. We understand that on the rare occasion packages get lost in transit, or incorrect items are accidentally sent out in an order.

If you believe your order may be missing, please send us an email at sales@wholesalemineralmakeup.com.au and one of our customer service team members will respond as soon as possible, as they begin to investigate the whereabouts of your order. If the order has been lost in transit, we will always offer the option to re-send the order, or offer you a full refund or store credit.

If you believe you have been sent an incorrect item, or that an item was missed from your order – please send us an email at sales@wholesalemineralmakeup.com.au

Missing/incorrect items will be resolved through the offer of a refund, replacement or store credit to the value of that item.

Please note – we will often require a photo of the incorrect items received, in order to clearly identify the mistake from our end.