Returns & Exchanges
Our Commitment to Quality
We carefully select every product we offer and stand behind their quality. If you're not completely satisfied with your purchase, we're here to help.
Change of Mind Returns
Products may be returned within 7 days of purchase for a refund or exchange if:
- Change of mind returns exclude all bespoke Dermaviduals Skin Care sold at Guava.
- You have proof of purchase (receipt or order confirmation)
- The product has not been used or opened
Change of mind returns are subject to a 10% restocking fee, and the customer is responsible for return shipping costs unless the return is due to our error.
Faulty or Damaged Products
If a product arrives damaged or is found to be faulty, we will gladly exchange it or provide a full refund at no cost to you. Please contact us within 7 days of receiving your order with:
- Your order number
- Photos of the damaged or faulty product
- A description of the issue
We'll arrange collection or replacement promptly.
Opened Products
For hygiene and safety reasons, we cannot accept returns of opened skincare, hair care, or personal care products unless they are faulty. If you have concerns about a product you've used, please contact us to discuss.
Product Recommendations
To minimise the need for returns, we encourage you to:
- Contact us for personalised product recommendations before purchasing
- Request samples when available (in-salon only)
- Ask questions about ingredients, suitability, and usage
How to Return a Product
To arrange a return:
- Contact us within 14 days of purchase via email at info@guavahairbody.com.au or call us during business hours
- Provide your order number and reason for return
- We'll provide return instructions and, if applicable, a return authorisation
- Package the product securely in its original packaging
- Send the return to the address provided
Return Address
87 Lower Somerville Rd, Baxter VIC 3911, Australia
Refund Processing
Once we receive and inspect your returned item, we'll process your refund within 5-7 business days. Refunds will be issued to the original payment method. Please allow additional time for your financial institution to process the refund.
Exchanges
If you'd prefer to exchange a product for a different item, please contact us to arrange this. We're happy to help you find the right product for your needs.
