Refunds Policy

1. Overview

At Sascha Martini, we are dedicated to providing premium beauty products and want our customers to have a positive experience with GLOW UP.

Due to the personal and hygienic nature of our beauty products, we have specific policies regarding returns and refunds. This policy operates in addition to your rights under the Australian Consumer Law (ACL) and does not exclude, restrict or modify any rights or remedies that cannot lawfully be excluded.

2. Change of Mind

Please choose your products carefully, as we do not accept returns, exchanges or provide refunds for change-of-mind purchases.

This includes situations where you simply decide you no longer want the product, change your mind after purchasing, or prefer another product.

Australian Consumer Law does not require businesses to provide a refund or exchange simply because a customer changes their mind.

Unless required under Australian Consumer Law, refunds will not be provided where there is no fault, defect or other failure to meet an applicable consumer guarantee.

3. Individual Results & Satisfaction

We do not offer a satisfaction guarantee.

As everyone's individual circumstances and experience with beauty products can differ, results may vary from person to person. Dissatisfaction with individual results does not, by itself, entitle a customer to a refund or return.

A refund will not be provided solely because a customer is dissatisfied with their individual experience or results where the product is not faulty and otherwise meets the applicable consumer guarantees.

This does not affect any rights you may have under Australian Consumer Law, including where a product does not meet an applicable consumer guarantee or a specific representation made about the product.

4. Incorrect, Missing or Damaged Orders

If you receive an incorrect product, an item is missing from your order, or your order arrives damaged, please contact us as soon as possible.

Where possible, please notify us within 7 days of receiving your order so that we can investigate and resolve the issue promptly.

Please email glow@sascha-martini.com and provide:

• Your order confirmation number
• Details of the incorrect, missing or damaged product
• Clear photographs of the product and packaging where applicable

The 7-day notification request does not limit any rights or remedies you may have under Australian Consumer Law.

5. Faulty or Defective Products & Consumer Guarantees

Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law.

If a product is faulty, defective, not of acceptable quality, does not match its description, is not fit for its normal purpose, or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a remedy.

Depending on the circumstances and whether the problem is major or minor, the appropriate remedy may include a replacement, refund or other remedy available under Australian Consumer Law.

Where a product is assessed and found not to be faulty, defective or otherwise in breach of an applicable consumer guarantee, Sascha Martini does not provide a refund unless otherwise required by law.

6. Major and Minor Problems

Where a product has a major problem under Australian Consumer Law, you may be entitled to choose between a refund or replacement.

For a minor problem, Sascha Martini may be entitled to provide an appropriate remedy within a reasonable time.

Your rights and the appropriate remedy will depend on the circumstances and the requirements of Australian Consumer Law.

7. Opened or Used Products

Due to the personal and hygienic nature of our beauty products, we do not accept returns of opened or used products for change of mind, personal preference or dissatisfaction with individual results.

If a product has been opened or used and is assessed as not faulty and otherwise compliant with applicable consumer guarantees, no refund or return will be provided.

However, opening or using a product does not remove any rights you may have under Australian Consumer Law if the product fails to meet an applicable consumer guarantee.

8. Conditions for Returns

When requesting a return or remedy, please ensure that:

• The product was purchased directly from Sascha Martini.
• You can provide proof of purchase, such as your receipt or order confirmation.
• You provide sufficient information about the issue so that we can properly assess your request.
• Where reasonably required, the product is made available to us for assessment.

You do not necessarily need the original packaging to exercise rights available to you under Australian Consumer Law.

9. Assessment Process

If you believe there is an issue with your product:

1. Contact Us

Email glow@sascha-martini.com with your order confirmation number and a description of the issue.

2. Provide Information

We may request photographs, videos or other information reasonably necessary to help us understand and assess the issue.

3. Product Assessment

Where necessary, we may ask you to return the product so that we can inspect and assess it before determining the appropriate remedy.

4. Resolution

Once assessed, we will advise you of the outcome and, where applicable, arrange an appropriate replacement, refund or other remedy in accordance with Australian Consumer Law.

If our assessment determines that the product is not faulty and otherwise meets the applicable consumer guarantees, a refund will not be provided unless otherwise required by law.

10. Return Shipping Costs

Where a return is not associated with a right or remedy under Australian Consumer Law, the customer is responsible for arranging and paying the return shipping costs.

If a product is confirmed to have a problem covered by an applicable consumer guarantee, Sascha Martini will reimburse reasonable return postage costs where required under Australian Consumer Law.

We recommend retaining your postage receipt and tracking information until your return has been resolved.

11. Original Shipping Charges

Original shipping charges are not refundable for change-of-mind returns or other returns that are not covered by Australian Consumer Law.

Where Australian Consumer Law requires shipping or other costs to be refunded, Sascha Martini will comply with those requirements.

12. Misuse, Neglect or Accidental Damage

This policy does not provide remedies for problems caused by misuse, neglect, accidental damage or use of a product in a manner that was not reasonably intended.

This does not limit any rights that cannot lawfully be excluded under Australian Consumer Law.

13. Contact Information

For questions, concerns or return and refund requests, please contact:

GLOW UP by Sascha Martini
Email: glow@sascha-martini.com

Please include your order confirmation number in the subject line so that we can locate your order and respond as quickly as possible.