Refund policy


ORDER CANCELLATION/ EXCHANGES

Once your order has been placed, it cannot be cancelled, changed, or refunded for change-of-mind reasons. We are unable to amend orders that have already been processed or dispatched.

STRICT NO REFUNDS POLICY

Thank you for shopping with TANIELLE JAI. We appreciate your support of our small business. Please read the following Terms and Conditions carefully before making a purchase.



1. No Refunds or Exchanges

 

All sales are final for change-of-mind purchases.We do not offer refunds, returns, exchanges, or store credit for change-of-mind decisions or incorrect shade selection. This policy applies to all products, including makeup, tools, accessories, courses, digital products, pre-sale items, and promotional items.

1A. Shade Selection & Quiz Disclaimer


We provide a shade quiz and colour-matching guidance on our website to assist customers in selecting the most suitable shade. However, this quiz is intended as a guide only and may not be 100% accurate for every individual. By purchasing, you acknowledge that:

You are responsible for selecting your shade carefully

Results from the shade quiz are recommendations only

We do not offer refunds, returns, exchanges, or store credit for incorrect shade selection

If you are uncertain about your shade, we strongly encourage you to contact us before purchasing. Please email info@taniellejai.com with clear images of yourself in natural lighting, and our team will endeavour to assist you with a shade match. While we are happy to help guide you, shade matching advice is provided as a recommendation only, and we do not offer refunds for wrong shade selection.

1B. Patch Testing & Skin Sensitivity


Due to the nature of cosmetic products and individual skin sensitivities, we strongly recommend conducting a patch test prior to full use. Apply a small amount of product to an inconspicuous area and monitor for 24–48 hours. Customers with sensitive skin should review ingredient lists and seek medical advice if concerned about allergies, sensitivities, or pre-existing conditions. All items are for external use only. Discontinue use if irritation occurs. For adverse reactions, email adverse.events@regulatorymatters.co.


2. Faulty, Damaged, or Incorrect Items

 

This policy does not affect your rights under Australian Consumer Law. If your product is faulty, damaged, or not as described, you must contact us within 2 days of receiving the product at info@taniellejai.com so we can review the issue in line with your legal entitlements. Australian Consumer Law Notice. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2A. Evidence Requirements for Claims

 

UPDATE APRIL 2026: 
Due to an increase in fraudulent AI use, you will be required to jump on on a facetime call to assess any claim for a faulty, damaged, or incorrect item. Videos and images are no longer accepted.

You will be required to show the following in a live call: 

The outer packaging clearly showing its condition upon arrival

Clear video of the shipping label attached to the parcel

Clear video of the packing slip included in the parcel

Clear video of the faulty, damaged, or incorrect item

All evidence must be unedited and clearly show the condition of the package and contents as received. Failure to provide the required documentation may impact our ability to assess your claim.

2B. BRUSH CARE & CLEANING


To maintain the quality and longevity of your brushes, proper care is essential.
• It’s best to spray your brush cleaner onto a towel first, then gently work the brush through the product
• Avoid spraying alcohol or brush cleaner directly onto and/or in to the brush
• Do not soak brushes in alcohol-based cleaners
Excess liquid and direct application can break down the glue inside the ferrule, leading to shedding and damage over time.
Brushes that have been damaged due to improper care, including soaking or direct exposure to alcohol-based products, are not eligible for refund or replacement.


Product Selection Responsibility

 

We provide detailed product descriptions, images, colour swatches, and guidance to assist you in making your selection.If you are unsure about a product or shade, please contact us at info@taniellejai.com before purchasing.


Pre-Sale and Promotional Products

 

All pre-sale and promotional purchases are final for change-of-mind.We do not offer cancellations, refunds, returns, exchanges, or store credit on pre-sale or promotional items for change-of-mind.

4A. Incorrect Address, Returned Parcels, and Redelivery

 

If an order is returned due to an incorrect or incomplete address, refusal of delivery, or failure to collect the parcel, the customer is responsible for any additional shipping costs required for redelivery.Shipping fees are non-refundable.Returned parcels will not be refunded for change-of-mind.

4B. United States Shipping

USA orders are shipped with duties and taxes paid at checkout where applicable. If a USA shipment is returned due to refusal, incorrect address, or non-collection, the order will not be refunded for change-of-mind. Any redelivery costs must be paid by the customer.

If a parcel is returned to us due to non-collection (where the customer failed to track or collect their order), a restocking fee of 10% of the order subtotal (excluding shipping) plus $10 AUD will be deducted from any refund issued


4C. International Orders, Customs Duties, and Refused Shipments

International orders may be subject to customs duties, taxes, and import fees determined by the destination country. These charges are the responsibility of the customer. If these charges are refused and the parcel is returned, the order will not be refunded for change-of-mind. Refusing delivery does not qualify for a cancellation, refund, exchange, or store credit for change-of-mind.

If a parcel is returned to us due to non-collection (where the customer failed to track or collect their order), a flat restocking fee of $10 AUD will be deducted from any refund issued.

Courses and Education

 

All course and educational product purchases are final.We do not offer cancellations, refunds, returns, exchanges, or store credit on any educational products, including payment plans, for change-of-mind.


Contact Us

 

For any concerns, please contact info@taniellejai.com
By purchasing from our store, you acknowledge and agree to these terms.