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
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 selectionWe 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:
1B. Patch Testing & Skin Sensitivity
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
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
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
4B. United States Shipping
USA Orders – Duties, Taxes & Returns
US orders are shipped with applicable duties and taxes collected at checkout. These charges are remitted on your behalf and are non-refundable once your order has entered the country.
If a parcel is returned to us due to refusal, an incorrect address, or failure to collect, the following restocking fees will be deducted from any refund issued:
- 10% of the order subtotal to cover the duties and tariff costs already paid on your behalf
- $10 AUD handling fee
- Shipping costs of $15–$45 AUD (applied even where free standard shipping was originally offered, as this reflects the actual cost incurred)
Change-of-mind returns on international orders are not accepted. Should you wish to have your order redelivered, all redelivery costs are at your expense — this includes reshipping fees and any applicable duties and tariffs payable upon re-entry into the country.
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), the following fees will be deducted from any refund issued:
- Shipping costs of $15–$45 AUD (applied even where free standard shipping was originally offered, as this reflects the actual cost incurred)
- $10 AUD handling fee
USA Orders – Duties, Taxes & Returns
US orders are shipped with applicable duties and taxes collected at checkout. These charges are remitted on your behalf and are non-refundable once your order has entered the country.
If a parcel is returned to us due to refusal, an incorrect address, or failure to collect, the following restocking fees will also be deducted from any refund issued:
- 10% of the order subtotal to cover the duties and tariff costs already paid on your behalf
- $10 AUD handling fee
- Shipping costs of $15–$45 AUD (applied even where free standard shipping was originally offered, as this reflects the actual cost incurred)
Change-of-mind returns on international orders are not accepted. Should you wish to have your order redelivered, all redelivery costs are at your expense — this includes reshipping fees and any applicable duties and tariffs payable upon re-entry into the country.
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.