Returns & Refunds Policy — au.myfacedr.com (Australia)

Last updated: 8 September 2026

This Returns & Refunds Policy applies to purchases made through au.myfacedr.com and should be read together with our Terms and Conditions.

1. About us

The website is operated by:

FD Group Pty Ltd
ABN: 28 127 647 429
Address: 81 Watt Road, Mornington, VIC 3931, Australia
Email: hello@myfacedr.com

2. Change-of-mind returns

We accept change-of-mind returns requested within 14 days from the date your order is delivered, provided that the product:

• Is unopened and unused;
• Remains in its original, undamaged packaging;
• Is in a resalable condition;
• Includes all original seals, labels and included materials; and
• Is accompanied by valid proof of purchase.

Change-of-mind returns are subject to this Policy and are separate from your rights under the Australian Consumer Law.

You are responsible for the cost of returning a product for a change-of-mind return. Our standard shipping charges are calculated at checkout and there is no free-shipping threshold.

3. Products that cannot be returned for change of mind

For hygiene, health and safety reasons, we generally cannot accept change-of-mind returns of:

• Products that have been opened, used or tested;
• Products with a broken seal or damaged packaging;
• Products returned without their original packaging;
• Gift cards; or
• Sale or promotional items where the sale terms state that the item is not eligible for change-of-mind return.

These exclusions do not limit or exclude your rights under the Australian Consumer Law. If a product is faulty, damaged, unsafe, not as described or not fit for purpose, please see section 7 below.

4. How to request a change-of-mind return

To request a return, email hello@myfacedr.com within 14 days of delivery and include:

• Your full name;
• Order number;
• The product or products you wish to return;
• The reason for the return; and
• Photographs of the product and packaging, if requested.

Do not send a product back before receiving return instructions from us. We will provide the applicable return address and any information required to complete the return.

Products must be securely packaged to prevent damage during transit. You should retain proof of postage and tracking information until your return has been processed.

5. Inspection and approval

Returned products will be inspected after receipt. If the product meets the requirements of this Policy, we will approve the return and process the applicable refund.

We may refuse a change-of-mind return, or reduce the refund where permitted by law, if the product has been opened, used, damaged, altered or returned without its original packaging, or otherwise does not satisfy the conditions in this Policy.

6. Refunds for approved change-of-mind returns

Once an approved return has been received and inspected, we will process the refund to the original payment method.

Refunds will generally be processed within 5–10 business days of receiving the returned product. The time it takes for the refund to appear in your account may also depend on your bank, card issuer or payment provider.

You are responsible for the return shipping cost for an approved change-of-mind return. We are not responsible for products lost or damaged while being returned where the return was not arranged by us.

7. Faulty, damaged, incorrect or unsuitable products

Please contact hello@myfacedr.com as soon as reasonably practicable if you receive a product that:

• Is faulty or defective;
• Has been damaged before or during delivery;
• Is materially different from the product ordered;
• Is not as described;
• Is not of acceptable quality; or
• Is not reasonably fit for a purpose that you made known to us.

Please include your order number, a description of the problem and photographs where relevant. We may ask you to provide further information or return the product for assessment.

If the product does not meet a consumer guarantee under the Australian Consumer Law, we will provide an appropriate remedy. Depending on the circumstances and whether the problem is major or minor, the remedy may include:

• Repair;
• Replacement;
• Refund; or
• Compensation for reasonably foreseeable loss or damage where applicable.

If a product has a major failure, you may generally choose between a refund and a replacement, subject to the Australian Consumer Law. For a minor failure, we may generally choose to repair or replace the product, or provide another remedy permitted by law.

Where a product is confirmed to be faulty, damaged, incorrect or otherwise covered by the Australian Consumer Law, we will cover reasonable return shipping costs and provide the applicable refund, replacement or other remedy promptly. We will not require you to pay return shipping for a valid Australian Consumer Law claim.

8. Products damaged after delivery or misused

A product may not be eligible for a remedy where the problem was caused by:

• Misuse, accidental damage or improper handling;
• Failure to follow the product instructions;
• Storage in unsuitable conditions;
• Normal wear and tear; or
• Use after the product’s expiry date or recommended period after opening.

This does not affect any rights you may have under the Australian Consumer Law.

9. Refund timing and payment methods

Approved refunds will be made to the original payment method used for the purchase unless otherwise agreed or required by law.

We cannot control delays caused by banks, card issuers or third-party payment providers. If you have not received an approved refund after the applicable processing period, please contact your payment provider and then email hello@myfacedr.com so that we can assist.

10. Australian Consumer Law

Nothing in this Policy excludes, restricts or modifies any rights or remedies available to you under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law, or any other applicable law.

Our products come with consumer guarantees that cannot be excluded. These guarantees include that products must be of acceptable quality, match their description and be fit for any purpose that you made known to us.

You may be entitled to a repair, replacement, refund or other remedy where a product does not comply with a consumer guarantee. Our change-of-mind requirements do not apply to, and cannot be used to restrict, a valid claim under the Australian Consumer Law.

11. Contact us

For questions about a return, refund or product issue, contact:

FD Group Pty Ltd
Email: hello@myfacedr.com
Address: 81 Watt Road, Mornington, VIC 3931, Australia