Refund policy

WHERE DO I SEND MY REFUND/EXCHANGE TO?

  • Please send all refunds/exchanges to:
    • PO BOX #6005, Geelong West 3218
  • Please note you must email Tess Holmes at info@tessholmes.com before you send back an item/s. Any item/s returned without contacting us first will not be valid, you will not receive a refund/credit note and the item/s will be sent back to you.

RETURNS

  • Customers will have 7 business days from the day of delivery to return their item/s in the same condition in which they were sent out. 
  • Please note your return must be initiated within 7 days of delivery. If we don’t receive initiation within 7 business days, it will not be accepted and will be returned to you.
  • We will gladly accept a refund/exchange under the following circumstances.
    • Unused 
    • Undamaged
    • Unaltered
    • Unstained (no makeup, fake tan, etc)
    • Not washed
  • Please note Pre-Orders are only eligible for Exchange or a Credit Note (more information on Pre-Orders below).

Any items that have the above will not be accepted for a refund/exchange and will be returned to the customer.

  • It is the customer’s responsibility to ensure the goods arrive back to us in the same condition they were sent to the customer. We recommend using suitable packaging, if the item is returned damaged due to unsuitable packaging you will not be eligible for a refund/exchange and the item will be returned to you. We recommend returning the item/s using express post, with tracking and insuring the value of the item/s. Tess Holmes is not liable if the goods do not make it to our office.
  • If you need to return an item that was incorrectly sent to you, please email us immediately at info@tessholmes.com We will cover the cost of shipping for this.

 

REFUNDS

  • All monies will be refunded back into the same account used to purchase your order e.g. if you paid via credit card we will return all monies via credit card, if you paid via PayPal, all monies will be returned via PayPal.
  • Please note shipping costs will not be refunded.
  • Please note once your item/s have been received by us it may take up to 10 business days for your refund to be processed by Tess Holmes.
  • Any items that have been used will not be refunded unless deemed faulty.
  • Credit notes/e-vouchers are non-refundable.
  • We cannot provide refunds for items purchased from any of our stockist.
  • E-vouchers are valid for 12 months from the date they are generated.
  • Tess Holmes reserves the right to deny a refund, exchange or credit note if the items/s being returned do not meet our returns/exchange policy requirements.

 

MASTERCLASS

  • No refunds on Masterclass Tickets. 

 

SALE ITEMS

  • Unfortunately, we don’t offer refunds on sale items (unless deemed faulty).

EXCHANGES

  • If you wish to exchange an item/s we will provide you with a credit note to do so. Please note the credit note will not become active until we have received your previously purchased goods.
  • When purchasing a new item with any credit note, any additional costs will be charged at check out.
  • Any remaining credit on your credit note remains valid from the day it was originally generated.
  • All shipping expenses for exchanges will be at the customer’s expense.

 

CREDIT NOTE

  • All credit notes are valid for 12 months from the day they are generated
  • All credit notes come with a code that you must use when purchasing your new item/s. Any additional charges will need to be paid for at check out with any of our payment options
  • A credit note may be used in conjunction with any promotion/discounts.

 

PRE-ORDER ITEMS

A Pre-Order item is an item that is not currently in stock.

Pre-Order is offered for customers to be able to secure their desired item/s before the item arrives to Tess Homes' store.

The benefit of Pre-Order is that the customer is able to secure their chosen item ahead of time without risking the item selling out once it is in stock/online. Demand for certain Pre-Order items can be high so Pre-Order is great way to ensure you do not miss out.

Pre-Order items are placed the same way in which a standard order is placed where you add to cart and purchase with full payment being taken. Your item/s is then posted once it arrives to Tess Holmes' store.

Please note estimated arrival dates are not guaranteed and delays may occur, in this instance Tess Holmes is not liable for any unforeseen delays that may occur. Pre-Order items are dispatched approx. 6 to 8 weeks from date of purchase.

Please note Pre-Order item/s cannot be refunded or cancelled due to unforeseen delays or change of mind. However, if you wish to exchange your Pre Order for an item that is in stock you may do so, customers can also opt for a store credit if they wish. Store credits are valid for 12 months from date of issue.

 

FAULTY ITEMS

  • We thoroughly check all items before posting however, if you suspect you have been sent a faulty item please contact us within 48 hours at info@tessholmes.com and we will provide you with a returns code. Any item sent back to us without the code will be ineligible for a reimbursement of the postage cost.
  • We request an image of the fault is emailed to us at info@tessholmes.com before we send you a returns code.
  • Any item that has been attempted to be repaired then sent back to us as ‘faulty’ will be refused.
  • If a customer sights a fault but chooses to use the item, this is an indication they have accepted the fault and the item is no longer eligible for a return or exchange.
  • All faulty items will be repaired if possible (for minor problems) and returned to the customer. If the item is unable to be repaired, we will send out a new item of the same design or if we are sold out we will offer an exchange or refund.
  • Once we have received the item and deemed it faulty we will reimburse the customer the return postage costs.
  • General wear and tear damage is not to be considered faulty
  • Items are deemed faulty if:
    • The customer receives the items damaged
    • There is a distinct manufacturing fault.

 

IMPORTANT INFORMATION

We have made every effort to display as accurately as possible the colours, images and sizes of our products that appear on our website. However, we cannot guarantee that your computer monitor/smart phone display of any colour will be accurate.




ITEM AVAILABILITY

Occasionally stock levels may not be up to date with our online store and inventory system, in this case a sale may go through when we don't have the stock to fulfill the order. The likelihood of this happening is extremely rare.

If this occurs you will be notified within 1 business day with the offer of a refund or substitute item.